Manager of Global Chat Operations

Job Description

Job Description

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.