Customer Service Operations Manager
iHerb, LLCShanghai, China
Posted February 12, 2026
Full Time
About the Company
iHerb is on a mission to make health and wellness accessible to all.
Job Description
The Customer Service Operations Manager is responsible for managing the daily operations of the Customer Service department and ensuring the consistent delivery of exceptional customer service.
Requirements
- Efficiently oversee day-to-day operations of the Customer Service department
- Monitor and enhance key performance indicators (KPIs) for the customer service team
- Identify and implement opportunities to optimize efficiency in customer service operations
- Establish and maintain a feedback mechanism for continuous process enhancement
- Maintain effective communication channels within the team and with other departments
- Conduct regular audits to identify areas for improvement and maintain high service standards
- Ensure the team effectively utilizes customer service tools and technology
- Generate regular reports on team performance and present findings to higher management
- Act on customer feedback to drive continuous improvement in service quality
- Maintain adherence to customer service policies and procedures
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance
