Senior Customer Care Operations Manager | M-KOPA Solar Jobs

Senior Customer Care Operations Manager

Role Overview

This senior leadership role oversees large-scale customer care operations across both in-house teams and outsourced BPO partners, ensuring consistent service excellence, cost efficiency, and regulatory compliance. The role sits at the intersection of strategy and execution, translating operational vision into measurable performance outcomes. With responsibility for customer experience delivery at scale, the position drives operational accountability, partner optimization, and continuous improvement to support M-KOPA’s growth and customer trust.

Key Responsibilities

• Lead end-to-end Customer Care operations across in-house and BPO teams
• Ensure achievement of service performance targets exceeding 95%
• Oversee BPO partnerships, SLAs, and performance remediation
• Drive operational efficiency, cost optimization, and quality improvement
• Coordinate cross-functionally with Tech, Product, and Finance teams
• Lead operational planning, capacity management, and resource allocation
• Manage operational budgets and cost controls
• Coach and develop senior operations leaders
• Drive performance frameworks, reporting, and accountability systems

Qualifications

• Bachelor’s degree in Business, Operations, or related field (advanced degree preferred)
• 5+ years’ experience managing large-scale contact center operations (500+ staff)
• Strong BPO management and vendor oversight experience
• Financial and operational performance management expertise
• Proven leadership in customer service and operational excellence

How to Apply

Apply via M-KOPA Solar on jobs.ashbyhq.com