Senior Operations Manager, Customer Experience

Patagonia•Reno, NV

1d•Hybrid

About The Position

The Patagonia North American Contact Center supports our Direct-to-Customer business across Phone, Chat, Email, and Digital channels. As the Senior Operations Manager, Customer Experience, you are accountable for setting and executing operational customer service strategy that enables exceptional, mission-aligned service at scale. In this role, you work on complex operational and organizational issues where problems are not clearly defined and lack strategic direction. You apply conceptual thinking and a deep understanding of organizational objectives to assess situations, analyze data, and determine appropriate paths forward. Your work drives the strategy and success of large, cross-functional initiatives that contribute to multiple areas of the organization. You establish operational objectives, policies, procedures, and work plans, and delegate ownership through layers of leadership. You develop, modify, and execute policies that affect immediate operations and may also have broader, company-wide impact. People are at the heart of Patagonia’s customer experience. As a Senior Operations Manager, you lead multiple teams or functional areas through subordinate managers and senior supervisors, build leadership capability, and create an environment grounded in trust, accountability, inclusion, and continuous improvement. Above all, you embody Patagonia’s purpose and integrate our environmental and social values into daily decisions.

Requirements

10+ years of related customer service experience, including a minimum of 5 years as a people leader.
Progresses leadership experience, overseeing a large and multi-tiered organization (i.e. managing a team of manager each with their own set of direct reports)
Proven success motivating, coaching, and orchestrating teams to navigate ambiguity, embrace change, overcome obstacles and implement systems and processes that enable the operation to scale.
Demonstrated ownership of complex operations, policies, or programs with cross-functional impact
Experience managing to a budget and making trade-off decisions with broad organizational consequences
Strong understanding of CX performance metrics, forecasting, reporting, and budgeting
Proficiency with Microsoft tools, contact center platforms, and analytics systems
Bachelor’s degree or equivalent combination of education and experience
Proven experience leading teams in inclusive, respectful, and equitable ways
Minimum internet connection speed of 100Mbps
Patagonia provided computers must be connected directly to the firewall and have the latest firmware installed
Workspace must be able to accommodate Patagonia supplied IT equipment: Two, 24” monitors and associated cables (power strip/surge protector)
Work must be done in a private space where others cannot listen to phone calls or observe computer screens
Personal smart phone required to support 2nd factor authentication
Shared internet access with other residents could impact customer experience. This should be taken into consideration when determining internet connection speed and should not compromise the minimum 100Mbps requirements.
Interface with Patagonia provided technology (computer screens, software programs, headset, keyboard) to receive and input information to execute customer support actions.

Nice To Haves

A strategic, systems-level operator who navigates ambiguity and defines direction where it’s missing
A leader of leaders with experience managing through managers and senior supervisors
Strong in business and organizational acumen, understanding how policy, budget, systems, and people decisions interact
Data-informed and customer-centered, using metrics to guide strategy and improvement
An inclusive, collaborative leader who builds trust and accountability
A pacesetter and stabilizing presence who brings clarity, calm, and momentum—especially during high‑pressure or high‑volume periods.
A people-first leader attuned to team energy and morale, who knows when to push, when to pause, and how to help leaders and teams perform sustainably at their best.
Mission-aligned and values-driven, committed to Patagonia’s purpose

Responsibilities

Set strategy and solve complex problems
Work on ambiguous, high-impact operational challenges where analysis requires conceptual thinking, judgment, and deep business context
Define success for complex initiatives that lack clear precedent or direction
Select methods, techniques, and evaluation criteria to obtain results aligned to CX and enterprise goals
Drive the strategy and successful delivery of large-scale projects that impact multiple CX teams and business partners
Establish operational objectives, policies, and oversight
Establish operational objectives, policies, procedures, and multi-quarter work plans for your areas of responsibility
Develop, adapt, and execute company policies that affect immediate CX operations and may have broader organizational reach
Ensure operational practices align with Patagonia values, regulatory requirements, and business priorities
Lead through managers and scale impact
Manage the activities of multiple sections or disciplines through subordinate managers, senior supervisors, and/or professional roles
Guide leaders using functional best practices and well-defined management precedents while adapting approach as needed
Build leadership pipelines through coaching, feedback, and succession planning
Set and sustain healthy operating rhythm, pace, and energy across teams—especially through peak periods, ambiguity, and change—so work is sustainable, focused, and effective over time.
Manage performance, budgets, and accountability
Accountable for department specific budget lines
Balance customer experience, people experience, and financial stewardship in decision-making
Use metrics and insights to monitor outcomes, anticipate risk, and drive continuous improvement
Partner across Customer Experience, Technology, Workforce Management, Training, Finance, and adjacent business teams
Influence without direct authority to drive alignment, resolve tradeoffs, and deliver outcomes
Represent CX operations in enterprise initiatives and decision forums
Actively steward team morale and engagement by modeling presence, clarity, and calm under pressure, and by addressing workload balance, stress signals, and burnout risks before they impact people or performance.