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Service Operations Manager Outbound

Remote, US

About CharterUP. CharterUP is transforming the $30 billion group transportation industry with cutting-edge technology and innovative SaaS software, delivering an industry-leading experience for both customers and operators. Trusted by most Fortune 500 companies, our platform connects users to thousands of charter bus and minibus operators nationwide. In just 60 seconds, customers can access real-time availability, transparent pricing, and detailed vehicle options—whether organizing a corporate event, a company shuttle, or a wedding. By streamlining what was once a fragmented and stressful process, CharterUP brings transparency, accountability, and efficiency to an industry overdue for innovation

With CharterUP, group transportation is no longer a hassle but an elevated, reliable experience. Join us as we lead the future of group travel.

Why Join Us

  • Innovative Impact: Be part of the team that's revolutionizing group travel, setting new standards in an industry overdue for change.
  • Growth Opportunities: As a hyper growth company and one of the fastest-growing companies recognized by Inc., there’s no better time to join our dynamic, growth-stage organization.
  • Driven Team: Collaborate with some of the most driven minds in tech, all while working in a remote-first environment with a tech hub in Austin, TX.
  • Funding and Stability: Our $60 million Series A funding was just the start—we’re poised for even greater expansion, and you can be part of this exciting journey. CharterUp has achieved this growth profitability and efficiently, ensuring long-term stability.

About the Role

Title: Service Operations Manager, Outbound

Reports to: Sr Manager, Contact Centers

Location: Remote

Schedule: Monday - Friday, 12pm to 9pm EST, rotating weekend and holiday coverage. 

CharterUP is seeking a Manager of Service Operations, Outbound to lead our frontline team and drive execution across daily operations. This role is responsible for managing outbound performance, including Marketplace Driver & Vehicle Info collection, trip disruption response, and escalation handling. As both a hands-on operator and strategic partner, you'll drive productivity, improve KPIs, and develop team members to support CharterUP’s growth and service excellence.

What You’ll Do

People & Performance Management

  • Execute, develop, and support a team of Outbound Operations Coordinators with a strong focus on performance, quality, and accountability.
  • Conduct monthly 1:1 sessions with each team member, providing documented feedback on individual productivity, transaction quality, escalation handling.
  • Conduct systematic quality audits of calls, transactions and escalations.  Consolidate findings to report on trends, incorporate into monthly performance discussion and provide feedback and coaching to agents. 

Tactical Operations Management

  • Own and oversee daily floor coverage responsibilities—managing compliance, tasking adherence, and in-the-moment operational support.
  • Monitor Slack channels and actively resolve, assign, or escalate open questions, agent blocks, or unresolved department handoffs.
  • Review end-of-week reports for each agent, validate against performance metrics, and provide documented feedback on workload completeness.

Process Improvement & Cross-Functional Collaboration

  • Identify and propose operational improvements through data analysis, frontline observation, and performance metrics.
  • Lead implementation of new tools and workflows, including training, communication, adoption tracking, and compliance monitoring.
  • Support internal audits and continuous improvement initiatives by ensuring the outbound team maintains the highest quality and consistency.

What You’ll Bring

  • 3+ years of experience in operations management or contact center leadership, preferably in a logistics, mobility, or B2B SaaS environment.
  • 2-3 years of remote people management experience 
  • Demonstrated success in driving operational KPIs, agent performance, and team engagement.
  • Experience managing escalations and live operational disruptions with a customer-first mindset.
  • Strong communication, coaching, and performance development skills.
  • High comfort level with data analysis and reporting tools (e.g., Excel, Sprinklr, Slack).
  • Ability to manage shifting priorities in a high-paced environment while maintaining exceptional attention to detail.

Recruiting Process

  • Step 1 - Video call: Talent Acquisition interview
  • Step 2 - Video call: Hiring Manager interview
  • Step 3 - Video call: Team interviews
  • Step 4 - Offer & reference check
  • Welcome aboard!

Compensation:

$75,000 - $75,000 USD

Global Benefits & Perks at CharterUP

We believe great people can live anywhere—and they deserve great benefits, too. While offerings may vary slightly by location, we prioritize hiring near our hubs in Austin, Atlanta, Miami, and Denver as we grow our global team.

  • Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility. U.S.-based employees may reside in any of our 19 approved states.
  • Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits. In the U.S., we cover 100% of premiums for employees. International benefits align with local standards.
  • Time Off to Recharge: Paid time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays. International policies vary by country.
  • Financial Peace of Mind: Company-paid life, short-term, and long-term disability insurance where available.
  • Performance-Driven Culture: Join a fast-moving, ambitious, and collaborative team that wins together.
  • Referral Rewards: Earn bonuses for bringing top talent to the team.
  • Planning for the Future: Long-term financial planning support. U.S.: 401(k) plan. International: region-specific savings programs where applicable.
  • Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.

CharterUP is an Equal Opportunity Employer. We are committed to creating an inclusive, accessible, and respectful workplace. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, disability, medical condition, marital status, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws in the United States and Canada. If you require accommodation during the recruitment process, please let us know.

Hiring Locations: CharterUP U.S.-based candidates and employees must reside in one of the following states: Arizona, California, Colorado, Florida, Georgia, Hawaii, Mississippi, Missouri, North Carolina, New Hampshire, Nevada, New York, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, and Wyoming.

We hire in the U.S. and Canada and are actively expanding our global footprint.

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