{"schemaVersion":"jobsearcher.job.v1","id":"edfc62dc325e000177c8b5b1","url":"https://jobsearcher.com/jobs/edfc62dc325e000177c8b5b1","canonicalUrl":"https://jobsearcher.com/jobs/edfc62dc325e000177c8b5b1","title":"PROGRAM LEAD (Operations Manager)","description":"Overview Career Opportunities with Compass Experience Labs\r\nA great place to work.\r\nCareers At Compass Experience Labs\r\nCurrent job opportunities are posted here as they become available.\r\nWe are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn't find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.\r\nProgram Lead (Operations Manager) The primary role of Program Lead is to facilitate communication between our clients and our internal business, making sure that both the client and our internal team are set up for success. Program Leads add value wherever they can. Ensuring their account is managed in an effective manner, scaling up to the clients\\' request, and finding solutions for pain points that Compass has the expertise in.\r\nResponsibilities\r\nAbility to manage multiple Client accounts - this role will oversee 4-6 different client accounts.\r\nEnsure your account(s) are meeting client KPIs and service level expectations that are in our control\r\nLead weekly status meeting with clients which should include: Account Performance, Compass Performance, Trends, Updates, Value Add, etc.\r\nConfidently lead conversations with clients. Be capable of educating, speaking to the numbers, and negotiating demands\r\nBe the main point of contact for all client escalations\r\nAdhere to an internal reporting cadence to help oversee the performance of your team and client\r\nPromote growth of skills and performance improvement through mentorship of Team Leads and Customer Support Associates\r\nLead team communication around major account changes (i.e. HQ personnel, systems, timelines, channels, etc.)\r\nDepending on account size, onboard new associates and make sure they have everything they need in order to start training and do their job\r\nParticipate in brand planning activities, such as FTE/headcount, platform optimization or automation, macros, etc.\r\nManage P&L to maximize margin and grow the account\r\nWhen necessary, create, maintain and manage schedules, and approve timesheets and time off requests\r\nWhen applicable, onboard new clients through coordination with sales, recruiting, and operations\r\nOther duties as assigned by the VP of Client Operations\r\nQualifications, Requirements and Characteristics\r\nMinimum 5-7 years of experience managing or supervising customer service reps in a retail or call center operations environment\r\n3+ years of experience of managing remote teams is highly preferred.\r\nExperience and expertise with industry platforms (Zendesk, Gorgias, Kustomer, Gladly) a strong preference\r\nExperience with Microsoft Powerpoint and/or Google Slides preparing and presenting Client business reviews.\r\nAbility to be a balanced advocate for your team, the client, and Compass\r\nExcellent written and verbal communication skills and a professional demeanor\r\nAvailability\r\nFull Time position (salaried)\r\nWeekdays, weekends, and nights (depending on client hours of operation)\r\nOffice is located in Columbus, Ohio (we are currently working remotely)\r\nApplicants must have strong internet connection to support systems\r\nThink you might want to join us? Online retailing is in growth mode, and so are we. We're committed to providing the highest level of service to build momentum for the brands we partner with, and growth opportunities for our people. We're not just warm bodies in seats. We're always moving forward and looking for ways to provide purposeful customer service in order to create loyal customers for brands.\r\nIf you believe in great customer service, Compass is the place for you! We foster an inclusive environment where everyone is encouraged to keep growing. We believe that hard work, accountability, and innovation will set us apart -- and teamwork will keep things running smoothly.\r\nWhat We Offer\r\nTraining and career development opportunities\r\nFlexible schedules and remote working options\r\nA comprehensive benefits package for FT US-based employees\r\nCompetitive wages\r\nPaid time off and paid holidays\r\nThe opportunity to work with the best teams, supporting some of the best online brands!\r\nJ-18808-Ljbffr","company":"Compass Experience Labs","rawCompany":"compass experience labs","city":"Columbus","state":"OH","isRemote":false,"isActive":false,"createdAt":"2026-04-09T15:27:43.041Z","occupations":[{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"},{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"11-9151.00","title":"Social and Community Service Managers","slug":"social-and-community-service-managers"}],"industries":[{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"PROGRAM LEAD (Operations Manager)","description":"Overview Career Opportunities with Compass Experience Labs\r\nA great place to work.\r\nCareers At Compass Experience Labs\r\nCurrent job opportunities are posted here as they become available.\r\nWe are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn't find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.\r\nProgram Lead (Operations Manager) The primary role of Program Lead is to facilitate communication between our clients and our internal business, making sure that both the client and our internal team are set up for success. Program Leads add value wherever they can. Ensuring their account is managed in an effective manner, scaling up to the clients\\' request, and finding solutions for pain points that Compass has the expertise in.\r\nResponsibilities\r\nAbility to manage multiple Client accounts - this role will oversee 4-6 different client accounts.\r\nEnsure your account(s) are meeting client KPIs and service level expectations that are in our control\r\nLead weekly status meeting with clients which should include: Account Performance, Compass Performance, Trends, Updates, Value Add, etc.\r\nConfidently lead conversations with clients. Be capable of educating, speaking to the numbers, and negotiating demands\r\nBe the main point of contact for all client escalations\r\nAdhere to an internal reporting cadence to help oversee the performance of your team and client\r\nPromote growth of skills and performance improvement through mentorship of Team Leads and Customer Support Associates\r\nLead team communication around major account changes (i.e. HQ personnel, systems, timelines, channels, etc.)\r\nDepending on account size, onboard new associates and make sure they have everything they need in order to start training and do their job\r\nParticipate in brand planning activities, such as FTE/headcount, platform optimization or automation, macros, etc.\r\nManage P&L to maximize margin and grow the account\r\nWhen necessary, create, maintain and manage schedules, and approve timesheets and time off requests\r\nWhen applicable, onboard new clients through coordination with sales, recruiting, and operations\r\nOther duties as assigned by the VP of Client Operations\r\nQualifications, Requirements and Characteristics\r\nMinimum 5-7 years of experience managing or supervising customer service reps in a retail or call center operations environment\r\n3+ years of experience of managing remote teams is highly preferred.\r\nExperience and expertise with industry platforms (Zendesk, Gorgias, Kustomer, Gladly) a strong preference\r\nExperience with Microsoft Powerpoint and/or Google Slides preparing and presenting Client business reviews.\r\nAbility to be a balanced advocate for your team, the client, and Compass\r\nExcellent written and verbal communication skills and a professional demeanor\r\nAvailability\r\nFull Time position (salaried)\r\nWeekdays, weekends, and nights (depending on client hours of operation)\r\nOffice is located in Columbus, Ohio (we are currently working remotely)\r\nApplicants must have strong internet connection to support systems\r\nThink you might want to join us? Online retailing is in growth mode, and so are we. We're committed to providing the highest level of service to build momentum for the brands we partner with, and growth opportunities for our people. We're not just warm bodies in seats. We're always moving forward and looking for ways to provide purposeful customer service in order to create loyal customers for brands.\r\nIf you believe in great customer service, Compass is the place for you! We foster an inclusive environment where everyone is encouraged to keep growing. We believe that hard work, accountability, and innovation will set us apart -- and teamwork will keep things running smoothly.\r\nWhat We Offer\r\nTraining and career development opportunities\r\nFlexible schedules and remote working options\r\nA comprehensive benefits package for FT US-based employees\r\nCompetitive wages\r\nPaid time off and paid holidays\r\nThe opportunity to work with the best teams, supporting some of the best online brands!\r\nJ-18808-Ljbffr","datePosted":"2026-04-09T15:27:43.041Z","dateModified":"2026-04-09T15:27:43.041Z","hiringOrganization":{"@type":"Organization","name":"Compass Experience Labs","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Columbus","addressRegion":"OH","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"edfc62dc325e000177c8b5b1"},"url":"https://jobsearcher.com/jobs/edfc62dc325e000177c8b5b1"}}