Customer Operations Manager at SERVPRO Team Wall - 9695

, Maryland, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Jun, 26

Salary

85000.0

Posted On

15 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Leadership, Process Optimization, Problem Solving, Coaching, Training, Performance Management, Customer Experience Management, Scheduling, Dispatching, Workflow Monitoring, KPI Tracking, Operational Audits, CRM Systems, Call Systems, Dispatch Software, Microsoft Excel

Industry

Facilities Services

Description

SERVPRO's former Franchise of the Year, Team Wall is looking for our next great hero! Who are we? Feel free to check us out: https://www.instagram.com/servproteamwall/?hl=en SERVPRO Team Wall is seeking a Customer Operations Manager to lead our Intake Team and oversee the front-end operations that connect customers to our restoration services. This role is responsible for managing scheduling, dispatching, and customer service functions while ensuring a seamless experience for homeowners and commercial clients during stressful property damage situations. The ideal candidate is a strong people leader, process optimizer, and problem solver who thrives in a fast-paced environment. You will lead a team of Intake Coordinators while driving operational efficiency, improving customer experiences, and supporting the growth of our restoration operations. What You’ll Do Lead the Intake Team Manage, coach, and develop Intake Coordinators responsible for customer intake, scheduling, and dispatching Assist with hiring, onboarding, training, and performance management Foster a collaborative and positive team culture Conduct regular team meetings, coaching sessions, and performance reviews Oversee Customer Experience Ensure every customer interaction meets high service standards Review call recordings and provide coaching to improve customer service performance Resolve escalated customer concerns and implement process improvements Manage Scheduling & Dispatch Operations Oversee daily mitigation scheduling and job dispatch across multiple locations Monitor lead intake, job scheduling workflows, and work-in-progress dashboards Ensure communication between the Intake Team and production teams remains efficient Manage on-call rotations, late shifts, and weekend coverage Drive Operational Performance Monitor team performance through scorecards, KPIs, and operational dashboards Prepare and review reports related to scheduling efficiency and service performance Identify opportunities to improve processes, technology usage, and customer outcomes Conduct regular operational audits to ensure adherence to company standards Support Company Operations Participate in daily operational meetings with restoration teams Assist with large-loss project coordination when needed Quarterly travel to SERVPRO Team Wall office locations Occasional extended travel for large-loss events (This role would be the back-up to travel) What We’re Looking For Required Experience 3–5+ years of experience leading a customer service, dispatch, or operations team Experience managing team performance, training, and employee development Strong problem-solving skills and ability to manage escalated customer situations Experience working with CRM systems, call systems, or dispatch software Intermediate to advanced Microsoft Excel skills Preferred Experience in restoration, construction, home services, or field service operations Experience managing scheduling or dispatch teams Experience managing or coordinating with international third-party logistics (3PL) employees. Bachelor’s degree in Business, Management, Communications, or a related field Why Join SERVPRO Team Wall? At SERVPRO Team Wall, we help customers recover from unexpected property damage and disasters. Our team takes pride in delivering exceptional service when people need it most. This role offers the opportunity to lead a critical operational team while making a real impact on customer experiences and company growth.

Responsibilities

This role is responsible for leading the Intake Team, managing customer intake, scheduling, and dispatching functions to ensure seamless front-end operations connecting customers to restoration services. The manager will also oversee the customer experience, resolve escalated concerns, and drive operational efficiency through performance monitoring and process improvement.