Customer Operations Manager
About The Position
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.
Requirements
- 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
Nice To Haves
- 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
Responsibilities
- 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)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
