Sr. Manager, Customer Service - Hybrid/ Atlanta

SiteOne Landscape Supply • Roswell, GA

5d • Hybrid

About The Position

The Senior Manager, Customer Service – SiteOne.com is a senior people and operations leader responsible for delivering an exceptional digital customer experience across SiteOne’s eCommerce platforms. This role owns customer service strategy, execution, and continuous improvement for all digital‑related inquiries, product and customer support. The Senior Manager leads multiple customer service teams and supervisors, partners closely with Digital, Category, and IT, National Accounts and ensures scalable, efficient processes that support SiteOne’s online growth. This role functions at the enterprise level, with accountability for service outcomes, escalations, and performance tied directly to digital customer satisfaction.

Requirements

• Bachelor’s degree required; equivalent experience considered.
• 7+ years of customer service, operations, or eCommerce support experience.
• 3–5+ years leading managers or supervisors in a high‑volume, customer‑facing environment.
• Strong understanding of supply chain, distribution, or inventory management concepts.
• Proven ability to drive process improvement, performance optimization, and scalable service models.
• Excellent communication, stakeholder influence, and change leadership skills.

Nice To Haves

• Experience supporting eCommerce platforms, digital order fulfillment, or omnichannel operations strongly preferred.

Responsibilities

• Lead, develop, and coach customer service supervisors and leads supporting all customers and branch associates.
• Define and execute customer service strategy aligned to eCommerce growth, digital conversion, and fulfillment reliability.
• Establish service standards, SLAs, KPIs, and escalation models specific to online orders and digital interactions.
• Own team structure, staffing models, and workforce planning to support online demand fluctuations and peak seasons.
• Foster a customer‑centric, data‑driven culture focused on service excellence and digital experience quality.
• Oversee customer service operations supporting: Online order placement, order status, and fulfillment inquiries; Inventory availability, substitutions, and ship‑to / pick‑up scenarios; Returns, credits, and order corrections related to SiteOne.com
• Act as senior escalation point for high‑impact or complex digital customer issues.
• Partner with Digital and IT teams to identify recurring site issues, transactional friction points, and usability concerns.
• Translate customer feedback and service trends into actionable enhancements for the SiteOne.com platform.
• Drive standardization and documentation of SOPs specific to digital customer service workflows.
• Lead process improvement initiatives to reduce order errors, delays, and customer escalations.
• Identify automation, self‑service, and system enhancement opportunities that scale digital support efficiently.
• Ensure teams are trained on policies, systems, and best practices supporting SiteOne.com.
• Own customer service reporting related to SiteOne.com performance, including: Response times, resolution rates, escalations, and customer feedback; Root‑cause analysis of service failures tied to digital orders
• Provide regular insights and recommendations to senior leadership on digital service risks, trends, and opportunities.
• Represent Customer Service in cross‑functional digital initiatives, launches, and platform enhancements.

Benefits

• Competitive Compensation
• Medical, Dental and Vision plans
• Paid Time Off, Paid Holidays
• DailyPay available!
• 401k with company match
• Tuition Reimbursement
• Lucrative Associate Referral Program
• Company Apparel and Work Boot Vouchers
• Opportunity for Advancement
• Paid Training and Business Certifications Available
• Free Counseling Services/Employee Assistance Program
• Life Insurance and Short- and Long-Term Disability Insurance
• Product Discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Manager