Internal Operations & Customer Experience Manager

A-ADVANCED SEPTIC SERVICES INC•Auburn, WA

9d•$100,000 - $125,000•Onsite

About The Position

The Internal Operations & Customer Experience Manager leads the CSR and dispatch teams and oversees the customer experience from initial inquiry through scheduling, service completion, and follow-up. The role focuses on team leadership, effective dispatch, customer satisfaction, and consistent communication among customers, sales representatives, and service technicians. The manager also coordinates with marketing agencies and lead generation providers to support qualified lead flow and improve conversion, and works with leadership to develop and grow the company’s membership program. This position directly manages the CSR and dispatch teams and owns agency coordination, lead-handling processes, and membership program execution. Sales conversion, field productivity, and service delivery improvements are managed jointly with sales and service leadership. Employee concerns outside the manager’s direct supervision are handled with the appropriate department leader and escalated to the COO when necessary. Performance targets are established with the COO and reviewed through a regular scorecard. The role is on-site in Auburn, Washington, and reports to the Operations Manager and Chief Operating Officer. The listed salary range is $100,000–$125,000 per year, depending on experience. Occasional travel is indicated.

Requirements

Experience managing customer service, dispatch, or internal operations teams in a service business.
Strong employee coaching, communication, organization, and conflict-resolution skills.
Ability to manage changing schedules and competing priorities while maintaining clear customer communication.
Ability to establish expectations, address performance gaps, and follow through on commitments.
Experience coordinating agencies or vendors and evaluating lead generation results.
Ability to use CRM reports and customer feedback to implement improvements.

Nice To Haves

Experience developing customer retention or membership programs.
ServiceTitan experience.

Responsibilities

Manage daily CSR and dispatch activities, staffing coverage, priorities, and performance.
Set expectations for call handling, responsiveness, booking accuracy, scheduling, professionalism, and follow-through.
Review calls, customer interactions, and dispatch decisions; provide coaching and training.
Conduct team meetings, individual performance discussions, and employee reviews.
Develop and maintain procedures, scripts, onboarding materials, and team scorecards.
Ensure accurate maintenance of customer records, job notes, lead sources, scheduling details, and follow-up activities in ServiceTitan.
Oversee daily scheduling and dispatch to match jobs with appropriate technicians, equipment, service areas, and available capacity.
Coordinate with service leaders to maintain productive schedules, efficient routes, and appropriate time allocations for jobs.
Monitor the dispatch board and manage emergencies, delays, cancellations, and changes in job scope.
Ensure technicians receive complete job information, including customer concerns, access instructions, required equipment, and booking or sales commitments.
Keep customers informed about arrival windows, delays, and schedule changes.
Coordinate with sales and service leaders to confirm sold work is ready to schedule and customer expectations are documented.
Address scheduling gaps, avoidable travel, missed appointments, and recurring dispatch issues while balancing productivity and service quality.
Establish communication standards and coordinate accurate explanations of scope, pricing, scheduling, and next steps.
Monitor handoffs among CSRs, dispatch, sales representatives, and service technicians so commitments and concerns are clearly communicated.
Serve as the primary escalation point for customer complaints and concerns; coordinate and document resolutions and confirm completion with customers.
Monitor customer feedback and reviews and use findings to improve service and prevent repeat issues.
Coordinate with marketing agencies, lead generation providers, and related vendors; monitor campaign activity, lead volume, quality, spending, and results.
Hold providers accountable for deliverables, reporting, and timely responses to performance concerns.
Coordinate campaigns with leadership and operating departments to align lead flow with service priorities and capacity.
Evaluate lead generation products and recommend improvements based on qualified leads, booked appointments, and resulting sales.
Ensure leads are accurately tracked, promptly contacted, and followed through to a documented outcome.
Identify losses between inquiry, booking, sales follow-up, and completed work; coordinate corrective actions with responsible leaders.
Provide the COO with regular reporting and recommendations on provider performance and conversion opportunities.
Work with leadership to develop membership benefits, pricing recommendations, customer eligibility, and service expectations.
Coordinate membership program launch and promotion across customer service, sales, service, and marketing channels.
Create enrollment procedures, customer messaging, team training, and follow-up practices.
Coach CSRs and coordinate with sales and service leaders to ensure eligible customers are offered membership.
Maintain membership records and oversee scheduling of membership services so promised benefits are delivered.
Establish renewal, retention, and cancellation follow-up processes.
Track membership enrollment, renewals, cancellations, feedback, and performance; recommend improvements to leadership.
Assess CSR and dispatch performance, scheduling practices, customer communication, and complaint resolution during the first 90 days.
Establish customer experience and scheduling standards with sales and service leadership; review agency relationships, lead products, tracking, and conversion results.
Implement a weekly performance scorecard and regular agency review process.
Develop a membership program launch or improvement plan and present priorities, baseline results, and recommended targets to the COO.

Benefits

Company-paid medical insurance for employees, with a $25 biweekly employee contribution; available after three months for full-time employees.
Supplemental dental insurance, available after three months.
Supplemental vision insurance, available after three months.
Company-paid $25,000 life insurance.
Supplemental life insurance.
401(k) with a 4% company match.
Paid sick leave accruing at one hour for every 40 hours worked, available after 90 days.
Paid time off plans available after one year of service, in addition to sick leave.
Aflac supplemental insurance, including short- and long-term disability, critical illness, and accident coverage.
Professional development opportunities.
Referral bonus program.
Employee discount program.
Six paid holidays after six months of employment: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
Veterans and active military members receive Veterans Day as an additional paid holiday after six months of employment.