Customer Operations Manager
SERVPRO Team Wall
5 days ago
Full-time
On-site
Sparks Glencoe, Maryland, United States
$70,000 - $85,000 USD yearly
SERVPRO's former Franchise of the Year, Team Wall is looking for our next great hero!
SERVPRO Team Wall is seeking a Customer Operations Manager to lead our Intake Team and oversee the front-end operations that connect customers to our restoration services. This role is responsible for managing scheduling, dispatching, and customer service functions while ensuring a seamless experience for homeowners and commercial clients during stressful property damage situations.
The ideal candidate is a strong people leader, process optimizer, and problem solver who thrives in a fast-paced environment. You will lead a team of Intake Coordinators while driving operational efficiency, improving customer experiences, and supporting the growth of our restoration operations.
What You’ll Do
Lead the Intake Team
- Manage, coach, and develop Intake Coordinators responsible for customer intake, scheduling, and dispatching
- Assist with hiring, onboarding, training, and performance management
- Foster a collaborative and positive team culture
- Conduct regular team meetings, coaching sessions, and performance reviews
Oversee Customer Experience
- Ensure every customer interaction meets high service standards
- Review call recordings and provide coaching to improve customer service performance
- Resolve escalated customer concerns and implement process improvements
Manage Scheduling & Dispatch Operations
- Oversee daily mitigation scheduling and job dispatch across multiple locations
- Monitor lead intake, job scheduling workflows, and work-in-progress dashboards
- Ensure communication between the Intake Team and production teams remains efficient
- Manage on-call rotations, late shifts, and weekend coverage
Drive Operational Performance
- Monitor team performance through scorecards, KPIs, and operational dashboards
- Prepare and review reports related to scheduling efficiency and service performance
- Identify opportunities to improve processes, technology usage, and customer outcomes
- Conduct regular operational audits to ensure adherence to company standards
Support Company Operations
- Participate in daily operational meetings with restoration teams
- Assist with large-loss project coordination when needed
- Quarterly travel to SERVPRO Team Wall office locations
- Occasional extended travel for large-loss events (This role would be the back-up to travel)
What We’re Looking For
Required Experience
- 3–5+ years of experience leading a customer service, dispatch, or operations team
- Experience managing team performance, training, and employee development
- Strong problem-solving skills and ability to manage escalated customer situations
- Experience working with CRM systems, call systems, or dispatch software
- Intermediate to advanced Microsoft Excel skills
Preferred
- Experience in restoration, construction, home services, or field service operations
- Experience managing scheduling or dispatch teams
- Experience managing or coordinating with international third-party logistics (3PL) employees.
- Bachelor’s degree in Business, Management, Communications, or a related field
Why Join SERVPRO Team Wall?
At SERVPRO Team Wall, we help customers recover from unexpected property damage and disasters. Our team takes pride in delivering exceptional service when people need it most. This role offers the opportunity to lead a critical operational team while making a real impact on customer experiences and company growth.
Compensation: $70,000.00 - $85,000.00 per year
Picture yourself here fulfilling your potential.
At SERVPRO®, you can make a positive difference in people’s lives each and every day! We’re seeking self-motivated, proactive, responsible, and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2,000 franchises all over the country, finding exciting and rewarding SERVPRO® career opportunities near you is easy! We look forward to hearing from you.
All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.