Customer Care Operations Manager (D2C Contact Center)

Location: Miami, FL (Hybrid)
Employment Type: Full-time
About Nysonian:
Nysonian builds the next generation of global lifestyle brands; brands that inspire how people travel, move, and live. We create not just products, but experiences that empower people worldwide.

Our fast-growing portfolio includes:

• NOBL Travel — redefining modern travel with design, durability, and performance.
• FLO Pilates — bringing Pilates into homes and wardro bes globally.

With $150M+ in annual revenue, 300+ teammates across 6 countries, and 1.3M+ customers worldwide, we're shaping the brands that will define the next decade.

Core Values: Winners' Mindset | Speed with Purpose | Passion for Thoughtful Innovation | Genuineness | No Ego, Full Ownership

About the Role:
The Customer Care Operations Manager (D2C Contact Center) leads Nysonian's in-house D2C customer care organization, combining strategic leadership with hands-on operational execution. This role owns daily operations, workforce planning, KPI performance, and continuous process improvement, ensuring world-class service across phone, chat, email, and SMS.

What You Will Do:

• Own and lead daily D2C contact center operations across all support channels, ensuring performance, consistency, and service reliability.
• Develop and manage agents, supervisors, and team leads to deliver high-quality, brand-aligned customer experiences.
• Drive operational KPIs including CSAT, NPS, SLA, AHT, FCR, and QA, with structured performance management and accountability.
• Oversee complex escalations, refunds, chargebacks, and customer recovery to protect revenue and brand reputation.
• Optimize workflows, SOPs, systems, and training programs to enhance efficiency, scalability, and service standards.
• Partner cross-functionally to resolve root-cause issues and provide leadership with clear performance insights and trend analysis.

Who You Are:

• 5+ years leading call center or customer care operations with demonstrated ownership of SLA/KPI performance and service excellence.
• Deep operational expertise in CX platforms such as Zendesk, Five9, Talkdesk, Freshdesk, or comparable systems.
• Strong capabilities in performance analytics, process architecture, quality assurance, and structured training program development.
• Proven leadership and coaching ability, with strong communication and structured problem-solving discipline.
• Results-oriented operator with a customer-first mindset and a track record of elevating experience standards at scale.

Why You'll Love Working at Nysonian:

• Competitive base salary.
• Collaborate with high-performing teams across fast-growing global brands.
• Meaningful opportunities for growth, ownership, and impact.
• A culture built on accountability, transparency, and execution.
  
• Cross-border business experience with U.S.-based suppliers and operations.

Our Commitment:
Nysonian is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran status, disability, or any other legally protected characteristic. Reasonable accommodations are provided for applicants with disabilities.