Customer Care Operations Manager

GrandBrands (Grand Furniture & Ashley Furniture Southeastern VA)•Virginia Beach, VA

11h

About The Position

GREAT SERVICE STARTS WITH GREAT LEADERSHIP! Are you a strong people leader who knows how to balance customer service, scheduling, and day-to-day operations? Grand Brands is looking for a Customer Care Operations Manager to lead our Customer Service and Scheduling teams while helping us deliver timely resolutions, accurate scheduling, and an exceptional customer experience.

Requirements

3+ years of progressive experience in customer service, scheduling, logistics, operations, retail, delivery, or a related environment.
At least 2 years of supervisory or management experience.
Strong coaching, communication, problem-solving, organizational, and decision-making skills.
Ability to use performance data and multiple business systems to identify trends and develop action plans.
College degree preferred or equivalent professional experience.

Nice To Haves

High-volume customer care
Scheduling or dispatch
Furniture or retail operations
Delivery or logistics
CRM or ERP systems
Process improvement

Responsibilities

Lead, coach, develop, and hold Customer Service and Scheduling team members accountable for performance.
Oversee daily customer care and scheduling operations.
Manage escalations, service issues, delays, reschedules, cancellations, and scheduling exceptions.
Ensure customer concerns are properly investigated, documented, resolved, and followed through to completion.
Use customer feedback and performance data to identify trends, root causes, and opportunities for improvement.
Partner with Retail, Warehouse, Delivery, Service, Human Resources, and company leadership to resolve customer and operational concerns.
Assess staffing needs and maintain appropriate team coverage.
Participate in hiring and team development.
Improve processes, standard operating procedures, and training to support stronger performance.