Operations Manager - Support Center

Surface Experts Franchising•Spokane, WA

16h•Onsite

About The Position

The Support Center Operations Manager is responsible for the day-to-day operational effectiveness of the Support Center, including team staffing, onboarding, performance management, franchisee support, and continuous process improvement. This role partners closely with the Support Center Director (SCD) to ensure the team consistently delivers high-quality service, meets operational KPIs, and supports franchisee satisfaction and engagement.

Requirements

High School Diploma, or GED equivalent
3+ years of management or supervisory experience
Experience working in a fast-paced environment
Prolonged periods sitting at a desk and working on a computer.
Ability to communicate orally. Hearing and vision within normal ranges with or without an assisted hearing device.
No heavy lifting is expected, though occasional exertion of up to 25 lbs. of force may be required.

Nice To Haves

Call Center Experience is a plus

Responsibilities

Lead the hiring and onboarding process for all Support Center team members, including Inbound, Accounts Receivable (AR), and Quality Control (QC). Maintain and continuously improve Support Center Representative training materials and resources within FUSE.
Conduct monthly check-ins and biannual performance reviews for Direct Reports (DRs), holding team members accountable to established KPIs, performance expectations, and job requirements. Provide ongoing coaching, development, and corrective action when appropriate.
Educate franchisees on Support Center SOPs and processes, manage franchisee expectations and preference requests in a solution orientated way, monitor the Support Center Feedback inbox, and escalate issues to the SCD when appropriate.
Monitor Support Center performance and identify opportunities to improve efficiency, quality, consistency, and the overall franchisee experience.
Collaborate with the SCD to evolve and improve Support Center operations, develop new services and SOPs, maintain key partner relationships, and drive franchisee engagement, adoption, and satisfaction.

Benefits

Free food & snacks
Wellness resources
401(k) matching
Bonus based on performance
Flexible schedule
Full time - 40 hours
Variety of shifts offered, between 6:00 am and 5:00 pm
No nights or weekends
Paid holidays, sick leave, and vacation days
Health Reimbursement Account with monthly company contributions
Monthly performance-based bonuses, in addition to base pay
Paid parking at our downtown location
Paid lunch breaks
Advancement opportunities & internal growth
Welcoming, open-minded, and low stress office environment
Consistent customers that are happy with our services and book with us often
Helping small business owners (our franchisees) - not just a huge corporate company