Senior Manager of Customer Service

National Carwash Solutions•Frisco, TX

About The Position

The Senior Manager of Customer Service is a strategic leadership role responsible for overseeing all customer service operations for NCS Car Wash. This position provides executive-level leadership to the customer service organization, driving customer satisfaction, operational excellence, and cross-functional collaboration with RDC operations, logistics, tech support, IT, Finance and dispatch teams. The Senior Manager develops and implements customer service strategies, manages a team of 2-3 Customer Service Supervisors overseeing 10-15 Customer Service Representatives, and serves as the primary escalation point for complex customer issues while ensuring alignment with broader distribution goals and company objectives.

Requirements

Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, or related field
7–10 years of progressive experience in customer service or call center operations, with at least 3–5 years in a people leadership role managing supervisors or managers
Demonstrated experience building and scaling customer service teams in a distribution, logistics, or manufacturing environment
Strong working knowledge of ERP systems (NetSuite strongly preferred), CRM platforms, and case management tools
Proven track record of establishing and managing SLAs, KPIs, and performance dashboards in a multi-site or multi-region operation
Experience developing and executing SOPs for order processing, escalation management, and quality assurance
Strong analytical skills with the ability to translate data into actionable operational improvements
Excellent communication and executive presence — comfortable presenting to senior leadership and interfacing cross-functionally with operations, finance, IT, and sales
Budget management experience including headcount planning and technology investment justification

Nice To Haves

Experience in field service, parts distribution, or aftermarket service industries
Familiarity with IVR systems, call routing optimization, and workforce management/scheduling tools
Experience leading CRM implementations, system migrations, or process automation initiatives
Background partnering with IT on AI or technology-driven customer experience enhancements
Prior experience in a private equity portfolio company or high-growth environment with evolving operational demands

Responsibilities

Develop and execute comprehensive customer service strategy aligned with distribution objectives and company growth plans
Establish customer service standards, KPIs, and service level agreements (SLAs) for order processing, response times, and issue resolution
Lead continuous improvement initiatives to enhance customer experience, reduce order errors, and improve delivery accuracy
Identify trends in customer issues and collaborate with RDC operations to implement systemic solutions (e.g., packing standards, order visibility)
Drive technology adoption and process improvements including CRM optimization, case management systems, and automation opportunities
Partner with IT on leading AI enhancements
Recruit, hire, and develop high-performing Customer Service Managers and build succession planning for key roles
Provide strategic direction, coaching, and performance management to Customer Service Managers
Establish clear expectations, accountability structures, and career development pathways for the customer service organization
Conduct regular performance reviews, identify skill gaps, and implement training programs to elevate team capabilities
Foster a culture of customer-centricity, accountability, and continuous improvement across the team
Model leadership behaviors and maintain high standards for professionalism, responsiveness, and problem-solving
Oversee daily customer service operations ensuring consistent service delivery across all RDC geographical locations
Establish and monitor key performance indicators including order accuracy, response time, first-call resolution, customer satisfaction (CSAT), and Net Promoter Score (NPS)
Develop and consistently execute standard operating procedures for order processing, RMA handling, customer escalations, and emergency parts requests
Implement quality assurance processes including call monitoring, case review, and customer feedback analysis
Ensure compliance with 5-day parts SLA, 3-day chem SLA, and immediate action protocols for urgent customer requests
Manage escalation protocols and serve as final point of contact for complex customer issues requiring executive-level resolution
Partner with RDC Managers to address operational issues impacting customer experience (damaged deliveries, packing standards, inventory accuracy)
Collaborate with Dispatch and tech support operations to optimize service call routing, improve IVR systems, and enhance field technician coordination
Work with Finance/Accounting teams on billing issues, invoice discrepancies, and account setup/reconciliation
Interface with IT/Systems teams on CRM enhancements, case management tools, order visibility platforms, and technology integration
Coordinate with Sales and Account Management (Finance) on customer onboarding, account structures, and strategic customer initiatives
Participate in cross-functional problem-solving for systemic customer issues (e.g., order process improvements, carrier selection)
Develop comprehensive reporting dashboards tracking customer service performance, trends, and key metrics
Analyze customer feedback, complaint patterns, and service failures to identify root causes and drive corrective actions
Present regular performance updates and strategic recommendations to VP of Distribution and executive leadership
Lead post-mortem reviews for major customer issues and implement preventive measures
Benchmark performance against industry standards and implement best practices from other customer service organizations
Champion Voice of Customer programs to systematically capture and act on customer feedback
Develop and manage customer service department budget including headcount planning, technology investments, and operational expenses
Optimize staffing models based on call volume, seasonality, and service level requirements
Make business case recommendations for technology investments, system upgrades, and process automation
Track cost per case, cost per order, and other efficiency metrics to drive operational improvements