Senior Office Manager

Johnson Brothers • San Antonio, TX

8d

About The Position

Johnson Brothers, a family-owned wine, spirits, and beer distributor, is seeking an experienced, people-focused Senior Office Manager to lead the Office team and ensure high-quality support for customers and internal partners. The role oversees Office team operations, including Customer Service and Accounts Receivable personnel, and provides leadership, training, coaching, and day-to-day guidance to promote responsive, accurate, friendly service and effective teamwork.

The Senior Office Manager works with Commercial and Operational leadership to ensure administrative practices are followed and to document and introduce guidelines or ways of working that improve efficiency and customer experience. The position oversees administrative costs, including supplies, overtime, meetings, and events, and handles applicable vendor billback processing. It also leads talent development and performance management, tracks customer service metrics, addresses escalated customer issues, and supports positive culture and cross-departmental relationships. Records must be retained in accordance with the Company Records & Retention Policy. Other duties may be assigned based on business needs.

Requirements

• At least 5 years of experience in office management and team leadership.
• Ability to coach, develop, and motivate a team in a fast-paced environment.
• Excellent communication, problem-solving, and relationship-building skills.
• Strong understanding of customer service software, databases, and reporting tools.
• Strong organization, attention to detail, and ability to manage multiple priorities.
• Strategic thinking and ability to identify improvements and lead change effectively.
• Customer-focused mindset and a passion for delivering great service.

Responsibilities

• Supervise, lead, mentor, prioritize, and assign work to Office team staff.
• Develop and maintain high standards of customer service, professionalism, individual skills, and teamwork.
• Work with Commercial and Operational leadership to ensure administrative practices are followed and provide support and guidance.
• Partner with Commercial and Operational leadership to document and roll out additional procedures or guidelines that improve efficiency and customer experience.
• Oversee administrative costs, including supplies, overtime, and the planning and execution of meetings and events; process applicable vendor billbacks.
• Oversee Customer Service and Accounts Receivable personnel, delegate daily, weekly, and monthly tasks, and ensure cross-training and coverage for key tasks.
• Lead team member talent development and performance management as needed.
• Track customer service metrics, including response times and first-contact resolution, and resolve escalated customer service issues.
• Identify customer concerns and escalate them to appropriate personnel to ensure timely resolution.
• Conduct one-on-one meetings with staff to discuss goals, recognize achievements, and identify development areas.
• Partner with other leaders to build a positive company culture and foster cross-departmental relationships.
• Retain and store records in accordance with the Company Records & Retention Policy.
• Perform other duties as determined by business needs.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Health savings and flexible spending accounts
• 401(k) with employer match
• Short-term disability coverage
• Company-paid long-term disability insurance
• Paid time off (PTO) plans
• Paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed