Platform Success Manager, Operations

Integrity • Dallas, TX

1d

About The Position

The Platform Success Manager, Operations acts as the primary link between management and team members, overseeing daily operations to ensure high-quality customer service, agent productivity, and target achievement. They are responsible for leading, mentoring, and monitoring a team, handling escalated calls, managing real-time metrics, and driving performance through coaching and feedback.

Requirements

• Proficient knowledge of Integrity Products and Industry standards (insurance, SaaS)
• Knowledge of CMS, FCC, FTC, SEC, and NAIC compliance regulations
• Proficiently skilled in technical troubleshooting
• Skilled in leadership modalities
• Skilled in problem solving with a results-oriented mindset
• Ability to deescalate and retain upset customers
• Ability to hire, mentor, coach and train multifaceted teams
• 5+ years in a customer success role
• 2+ years training or coaching a team of 3 or more
• High School Diploma or GED required

Nice To Haves

• Bachelor’s degree in related field preferred

Responsibilities

• Team leadership & coaching: Mentoring team members, providing regular performance evaluations, and conducting feedback sessions to improve skills
• Operational oversight: Managing daily floor activity, including attendance, scheduling, and ensuring adherence to company policies
• Escalation handling: Stepping in to handle difficult user calls or complex inquiries that agents cannot resolve
• Performance tracking: Utilizing CRM tools to monitor KPIs (e.g., customer satisfaction levels, response times) and reporting to upper management.
• Process improvement: Identifying bottlenecks and implementing improvements to service procedures.
• Account management: Provide white glove B2B support for Partner Agencies and Partner Offices.
• Attending nationwide Partner Events to promote the IntegrityCONNECT Product Suite.
• Other duties as assigned by leader.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED