• Manage and develop a team of 10–12 Account Operations Advisors, with a focus on individual career growth, strengths-based coaching, and building deep expertise in handling complex customer situations. • Own team performance against core metrics including SLA, CSAT, productivity, and schedule adherence - using data to identify trends, drive coaching conversations, and course-correct quickly. • Actively participate in the hiring, interviewing, and training of new agents to maintain high performance standards across the team. • Act as the final point of internal escalation for complex, high-priority customer issues that require managerial support - knowing when to step in and when to coach your team through it. • Support your team in navigating nuanced, multi-layered customer interactions across phone, chat, and email. • Lead or significantly contribute to high-impact operational projects including SOP design, macro development, quality scoring frameworks, and efficiency programs that improve the advisor and customer experience. • Serve as a primary point of contact for internal partners (e.g., Product, Finance, Legal) on initiatives that require operational input, procedural change, or frontline perspective. • Translate operational data (SLA, TTR, AHT trends, and more) into clear, actionable narratives that inform team strategy and influence roadmaps. • Continually look for opportunities to improve how your team works: smarter workflows, better tools, clearer processes, and a stronger team culture.