Job Description

Who We Are

At Mindr and our family of brands, we are dedicated to being a force for good. That's why we provide substance use safety, detection and monitoring products and services that help people live responsibly and keep communities safe.

Always aware. Always Guiding. Never Restricting or judging.

What You’ll Be Doing

The Manager of Customer Operations will play a key leadership role within the department. This position will be responsible for leading customer service operations across multiple business lines, and other specialty brands, ensuring the delivery of exceptional customer experiences. This role oversees day-to-day contact center operations, manages relationships with offshore Business Process Outsourcing (BPO) partners, and leads an internal team responsible for supporting operational performance and customer satisfaction objectives. They will drive accountability for service delivery, operational efficiency, quality assurance, workforce performance, and key customer experience metrics. This position serves as a strategic partner to internal stakeholders and external vendors, leveraging data, technology, and continuous improvement practices to optimize customer interactions and business outcomes.

• Lead daily customer operations activities across multiple service channels, ensuring efficient service delivery, operational excellence, and a consistent customer experience.
• Manage and develop a team of customer operations professionals through coaching, performance management, employee development, and accountability for operational results.
• Serve as the primary operational liaison for offshore Business Process Outsourcing (BPO) partners, managing vendor performance, service delivery, staffing schedules, adherence, productivity, quality standards, and billing accuracy.
• Monitor and drive BPO performance against key operational metrics, including service levels, customer satisfaction, quality assurance scores, schedule adherence, productivity, first-contact resolution, and other established KPIs.
• Analyze operational data and reporting to identify trends, performance gaps, root causes, and opportunities for continuous improvement across internal and vendor-supported operations.
• Lead operational oversight for Keepr to maintain customer service standards, including process development, workflow optimization, escalation management, stakeholder collaboration, performance monitoring, and implementation of operational improvements.
• Lead operational oversight for ADS, including process development, workflow optimization, escalation management, stakeholder collaboration, performance monitoring, and implementation of operational improvements.
• Oversee the Pending Confirmations Reporting Team, ensuring timely execution of operational processes, compliance-related activities, state reporting requirements, data accuracy, and adherence to established procedures and regulatory obligations.
• Oversee quality assurance processes and customer interaction monitoring, partnering with internal teams and vendors to identify improvement opportunities and implement corrective action plans.
• Manage escalations, complex customer issues, and cross-functional challenges to ensure timely resolution and minimal business disruption.
• Prepare, analyze, and present operational reports, performance dashboards, and business insights to leadership, utilizing data to support strategic decision-making and drive continuous improvement within Customer Service.
• Partner with internal stakeholders and vendor teams to implement new processes, technologies, business initiatives, and continuous improvement efforts that enhance customer experience and operational effectiveness.
• Utilize bilingual English and Spanish communication skills to support customer interactions, employee engagement, vendor collaboration, training initiatives, and business operations as needed.

What You’ll Bring:

• A minimum of 3+ years managing Call Center operations, preferably an inbound Customer Service capacity
• Prefer a minimum of an Associate’s Degree or equivalent experience. Bachelor’s degree is a plus.
• Ability to lead, develop and motivate a team of on-site and remote team members
• Extremely strong organizational, planning, and problem-solving skills with the ability to prioritize multiple issues and produce viable solutions.
• Friendly, patient, and helpful customer centric-focus on resolving issues.
• Demonstrated success managing both internal teams and outsourced service providers.
• Use of critical thinking and judgement skills to make a sound decision once all aspects of the review have been completed.
• Excellent oral and written communication skills and the ability to effectively communicate to a broad customer base.
• A sense of urgency, a strong work ethic, and a positive attitude.
• Excellent computer skills and knowledge of Call Center technology required.
• Bilingual English-Spanish speaker preferred

Why work for us?

Check out this list of a few of the many good reasons why we are a Top Workplace:

• Salary range is $68,200.00 -$88,000.00 annually +potential 10% annual bonus incentive + 401(k) + benefits.
• We are the nation’s largest interlock provider, and our Mission is to help people live and drive responsibly.
• Mindr won the 2025 Top Workplace Award locally and nationally–and 2026 Best Place for Working Parents Award
• Growth Oriented- 7 years of over 10%+ growth annually. Doubled in employee size over the past 2-3 years.
• A comprehensive and highly competitive benefits package, including:

• Dental Insurance
• Health Insurance
• Vision Insurance
• 401(k)
• Paid Holidays
• Paid Time Off
• Ongoing Professional Training online via Litmos
• And more

Equal Opportunity Employer

It is and will continue to be the policy of CST, LLC to practice a program of equal employment opportunity designed to assure that employment and advancement opportunities are made available to all employees and applicants based on individual qualifications and without unlawful regard to race, religion, color, veteran status, national origin, disability, age, gender identity, sexual orientation, sex or genetic information.