Customer Operations Manager

Job Title: Customer Operations ManagerDuration: 6 Months Contract-to-HireLocation: 100% RemoteRole OverviewWe are seeking a Process Manager to handle high-priority customer escalations for a shopping/rewards platform. This role focuses on investigating complex customer issues, analyzing data across multiple systems, identifying root causes, and improving processes to prevent recurring issues.Key ResponsibilitiesInvestigate and resolve complex customer escalations and complaints.Review transactions, customer activity, receipts, rewards eligibility and ticket data.Perform root-cause analysis and identify recurring trends.Work with data, dashboards, reports and multiple systems independently.De-escalate difficult customer situations and communicate resolutions professionally in writing.Identify opportunities for process improvement, workflow optimization and standardization.Partner with internal teams to resolve complex issues.Investigate potential abuse/gaming of rewards programs.Required Skills5–10 years of relevant experience in customer operations, escalations, process management, QA, compliance, risk, investigations or similar areas.Strong analytical and investigative skills.Excellent written communication and customer de-escalation skills.Experience with root-cause analysis and process improvement.Comfortable working with data and high-volume, rule-based workflows.PreferredZendesk experience.Financial services, fintech, e-commerce or rewards-platform experience.Fraud, risk or investigative operations experience.EEO: Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.