Customer Operations Manager

Job 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=enSERVPRO 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 Youll DoLead the Intake TeamManage, coach, and develop Intake Coordinators responsible for customer intake, scheduling, and dispatchingAssist with hiring, onboarding, training, and performance managementFoster a collaborative and positive team cultureConduct regular team meetings, coaching sessions, and performance reviewsOversee Customer ExperienceEnsure every customer interaction meets high service standardsReview call recordings and provide coaching to improve customer service performanceResolve escalated customer concerns and implement process improvementsManage Scheduling & Dispatch OperationsOversee daily mitigation scheduling and job dispatch across multiple locationsMonitor lead intake, job scheduling workflows, and work-in-progress dashboardsEnsure communication between the Intake Team and production teams remains efficientManage on-call rotations, late shifts, and weekend coverageDrive Operational PerformanceMonitor team performance through scorecards, KPIs, and operational dashboardsPrepare and review reports related to scheduling efficiency and service performanceIdentify opportunities to improve processes, technology usage, and customer outcomesConduct regular operational audits to ensure adherence to company standardsSupport Company OperationsParticipate in daily operational meetings with restoration teamsAssist with large-loss project coordination when neededQuarterly travel to SERVPRO Team Wall office locationsOccasional extended travel for large-loss events (This role would be the back-up to travel)What Were Looking ForRequired Experience35+ years of experience leading a customer service, dispatch, or operations teamExperience managing team performance, training, and employee developmentStrong problem-solving skills and ability to manage escalated customer situationsExperience working with CRM systems, call systems, or dispatch softwareIntermediate to advanced Microsoft Excel skillsPreferredExperience in restoration, construction, home services, or field service operationsExperience managing scheduling or dispatch teamsExperience managing or coordinating with international third-party logistics (3PL) employees.Bachelors degree in Business, Management, Communications, or a related fieldWhy 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.