An Operations Manager manages operations for a specific area within a company or organization. Supervises staff, oversees quality control, process improvement, and budget management for daily work activities. Has significant authority within their area of responsibility such as hiring, training, and managing staff.
Stuart, FL Job Details Full-time $65,000 - $95,000 a year 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Employee discount Retirement plan Qualifications Live chat Operations management Team leadership Bachelor's degree Customer support Business Administration Process management Full Job Description Echelon Fitness is a global leader in connected fitness technology, combining innovative fitness equipment, AI-driven software, and premium digital content across home and commercial markets. We are looking for a Performance Marketing Associate to support our Head of Growth Marketing in executing and optimizing Echelon's direct-to-consumer marketing initiatives. This role will help drive customer acquisition, improve website performance, and support digital marketing campaigns across multiple channels. This is an excellent opportunity for someone with a foundational understanding of D2C marketing, eCommerce, and Shopify, who wants to grow in a fast-paced, high-growth marketing environment. Key Responsibilities Customer Service Leadership Provide day-to-day leadership of the Customer Service team as they deliver live phone, email, and chat support for customers and members using Echelon equipment and membership plans. Lead, mentor, and grow the Customer Service team while fostering a culture focused on accountability, engagement, and customer satisfaction. Coach and develop team members to ensure customer and member satisfaction improves with every interaction. Serve as the final point of escalation for customers and members requiring elevated levels of care and issue resolution. Ensure accurate record-keeping and documentation of customer and member service actions, communications, and resolutions. Operational Excellence Achieve established service level agreements (SLAs) while proactively improving workflows, training programs, and operational procedures to exceed performance targets. Develop and execute a customer service roadmap and strategic initiatives to support scalable, best-in-class customer and member experiences. Identify operational inefficiencies and implement process improvements that enhance productivity, service quality, and team performance. Collect, analyze, and synthesize operational and customer service data to recommend improvements in tools, techniques, systems, and workflows. Anticipate operational needs and challenges while providing seamless solutions in a fast-paced environment. Cross-Functional Collaboration Partner with Product, Marketing, and Operations teams to develop and analyze metrics measuring team growth, operational efficiency, and customer satisfaction. Foster effective communication and collaboration with cross-functional teams to support company initiatives and streamline processes. Support implementation of new operational strategies, product launches, and customer experience enhancements. Compliance & Reporting Ensure all activities are conducted in compliance with applicable company policies, procedures, regulations, and operational standards. Monitor operational KPIs and prepare reports for leadership regarding team performance, customer trends, and service improvements. Maintain organized operational documentation and reporting systems. Qualifications Bachelor's degree in Business Administration, Operations Management, Communications, or related field preferred. 3-7 years of operations management and/or customer service leadership experience. Experience managing customer support teams in a high-volume environment. Strong leadership, coaching, and team development skills. Excellent organizational, analytical, and problem-solving abilities. Strong verbal and written communication skills. Ability to manage multiple priorities and adapt in a fast-paced environment. Experience with CRM platforms, customer support systems, and reporting tools preferred. Preferred Skills Experience in the fitness, wellness, technology, or connected fitness industry. Knowledge of customer experience strategies and operational scaling. Data analysis and KPI reporting experience. Proficiency in Microsoft Office Suite, Google Workspace, and customer service platforms.
Pay:
$65,000.00 - $95,000.00 per year
Benefits:
401(k) 401(k) matching Dental insurance Employee discount Health insurance Paid time off Retirement plan Vision insurance
