Customer Service Operations Manager - VivaValet: Trusted Home Services for Older Adults : Job Details

Customer Service Operations Manager

Position Title: Customer Service Operations Manager

Location: Chicago, Illinois

Employment Type: Full-time

About VivaValet:

VivaValet is a pioneering eldercare company dedicated to enhancing the quality of life for seniors through innovative and personalized non-medical services. Our mission is to make it easier for older adults to remain at home, retaining independence and confidence, for as long as they wish. We use our decades of aged caregiving and healthcare expertise, combined with the lived experiences of being daughters, mothers, wives and granddaughters, to reimagine services and design solutions around the realities and desires of older adults as unique individuals.

Check us out at www.vivavalet.com

What You'll Do as Customer Service Operations Manager:

You'll join a small and passionate team of experts in the agetech and non-medical caregiving space who deeply respect our older adults and are committed to helping them age-in-place. As the Customer Service Operations Manager, you'll oversee daily operations and lead our customer service team while driving efficiency, enhancing service quality, and optimizing workflows. You will:

• Lead Operational Strategy: Develop and implement strategies to improve operational efficiency, meet key performance targets, and streamline business processes.
• Oversee Customer Service: Manage all aspects of customer service, ensuring prompt, high-quality responses to customer inquiries, complaints, and escalations.
• Service Partner Management: Oversee vetting and onboarding of service providers, ensuring compliance with company standards and fostering strong relationships.
• Enhance Booking Processes: Manage and optimize customer booking workflows to ensure seamless service execution.
• Improve Customer Experience: Monitor feedback, identify trends, and implement improvements to increase customer satisfaction and retention.
• Develop and Maintain Processes: Continuously analyze existing workflows, identify inefficiencies, and introduce solutions to drive operational excellence.
• Data-Driven Decision Making: Generate and analyze reports on operational performance, identifying areas for growth and strategic improvements.
• Cross-Functional Collaboration: Work closely with leadership, product, and service teams to align operational objectives and drive company growth.
• HR & Team Development: Manage the customer service team and assist with hiring, onboarding, and training new team members while fostering a high-performance culture.

What We're Looking For:

As an early stage, privately-funded tech startup, we're looking for a candidate who's excited to help build a company that's revolutionizing the age-in-place industry; someone who's committed to propelling our growth, driving exceptional customer experiences and brings the following skills and expertise:

• 5+ years proven experience in operations management, customer service leadership, or logistics. Previous experience in a startup is preferred
• Strong leadership and team management capabilities with a track record of building high-performing teams.
• Exceptional problem-solving skills and the ability to implement solutions efficiently.
• Excellent communication and interpersonal skills with the ability to manage customer relationships and escalations professionally.
• Data-driven mindset with experience utilizing CRM tools such as HubSpot, ClickUp, Notion, or similar platforms.
• Experience with process improvement methodologies and operational efficiency frameworks.
• Ability to thrive in an early-stage, fast-paced environment and pivot strategies as needed.
• Bachelor's degree in Business Administration, Operations Management, or a related field preferred.

If you don't tick every single box but have other relevant skills or experience you can bring to this role, we want to hear from you, too!

Why Join VivaValet?

Join us at VivaValet in building solutions that support not just today, but the tomorrow we all hope to grow into. Aging is something to celebrate. It's a privilege. Cultures have viewed it this way for centuries... what happened? It's time to come back to this. And it is time to bring older adults into the conversations that shape our future.

Because aging isn't just about them —it's about all of us.