Job Openings Manager of Global Chat Operations

About the job Manager of Global Chat Operations

Position Summary

Big Bag Ventures is seeking an experienced Manager of Global Chat Operations to oversee a 24/7 international messaging team. This role is responsible for managing global chat operators, enforcing performance standards, and implementing systems that increase operational efficiency, quality, and monetization.

Essential Duties and Responsibilities

  • Manage daily operations of a global chat team across multiple time zones and shifts
  • Recruit, train, and coach chat operators; enforce KPIs, SLAs, and QA standards
  • Develop SOPs, training manuals, messaging templates, and escalation protocols
  • Monitor performance metrics and identify opportunities for revenue and retention growth
  • Coordinate with internal teams (talent, analytics, content) to align on messaging strategy
  • Drive implementation of workflow automations and tools
  • Serve as primary contact for operational escalations and compliance issues
  • Support ongoing team development, coaching, and process improvement
  • Other duties as assigned

Required Qualifications

  • 35 years of experience managing digital chat or customer engagement teams
  • Experience managing distributed, multi-time zone teams
  • Demonstrated leadership and team management capabilities
  • Strong organizational and communication skills
  • Proficient in Microsoft Office Suite; familiarity with analytics and workforce tools
  • Technical/mechanical aptitude strongly preferred
  • Industry experience in adult, entertainment, or creator-driven platforms preferred
  • Ability to travel internationally up to 7.5%

Compensation and Benefits

  • Base Salary: $80,000-$125,000 annually
  • Incentives: Commission + performance-based bonuses
  • PTO: 20 paid vacation days per year
  • Holidays: 10 paid holidays per year
  • Benefits: Comprehensive medical, dental, and vision coverage

Work Environment

This role requires on-site presence at the Yorba Linda, CA headquarters. The role is fast-paced and performance-driven, with an emphasis on responsiveness and operational control across international teams.