Customer Experience Operations Supervisor

Location: Troy, MI | Full-Time

About the Role

At HANSONS, delivering a 5-star customer experience doesn’t stop when the sale is complete. Our Project Coordinators stay connected with customers throughout their installation journey—communicating proactively, scheduling installations, solving problems quickly, and keeping projects moving toward successful completion. As our Customer Experience Operations Supervisor, you’ll lead and develop Project Coordinators supporting customers across our corporate and branch locations. You’ll be responsible for team performance, customer experience, scheduling execution, problem-solving, and ensuring projects continue moving forward with urgency. This is an office-based operations leadership role—not a field installation or construction supervisor position.

Pay

Earn up to $60,000 base salary with weekly pay via direct deposit.

Benefits

• Health benefits available after 30 days
• 401(k) with company match available after 90 days
• Holiday pay after 30 days
• PTO after 90 days, with unlimited rollover of unused accrued hours
• Employee Assistance Program (EAP) available immediately
• Team member discounts, plus discounts for friends and family
• Opportunities to join company committees that help make HANSONS a fun place to work while strengthening the communities we serve
• Tools, coaching, and opportunities to continue developing and growing your career within the company

Responsibilities

• Lead, coach, and develop a team of Project Coordinators across corporate and branch locations.
• Create a culture focused on delivering exceptional, 5-star customer experiences.
• Ensure customers receive proactive and consistent communication throughout the installation process.
• Manage daily workloads, task queues, and priorities to keep customer projects moving.
• Drive timely installation scheduling and maximize available installation capacity across locations.
• Monitor open installation slots and help the team pull projects forward whenever opportunities exist.
• Serve as the first point of escalation for complex customer, scheduling, and project issues.
• Identify problems quickly, remove roadblocks, and drive issues through resolution.
• Monitor team performance through scorecards, reporting, and key performance indicators.
• Use Power BI and operational reporting to identify trends, delays, and opportunities for improvement.
• Drive performance toward installation revenue goals by improving scheduling, task execution, and project movement.
• Monitor partial installations and help resolve issues that could delay completion or revenue.
• Oversee collections performance and help resolve aging balances or process issues.
• Lead daily and month-end operational closeout activities.
• Partner with General Managers, installation teams, and other departments to resolve issues and improve the customer experience.
• Identify coaching opportunities, process gaps, recurring issues, and training needs.
• Hold team members accountable while providing the support and coaching they need to succeed.

Requirements

• 1+ year of supervisory, team lead, or people leadership experience
• 3+ years of experience in customer operations, project coordination, scheduling, customer service, contact center operations, or a similar fast-paced environment
• Experience leading teams responsible for customer communication, scheduling, workflow management, or service delivery
• A strong customer-first mindset and passion for creating exceptional experiences
• The ability to coach performance and hold team members accountable to clear expectations
• Strong organizational skills and the ability to manage multiple priorities and deadlines
• Excellent communication and problem-solving skills
• A strong sense of urgency—you see a problem and work to get it resolved
• Experience using performance metrics, scorecards, or reporting to manage team results
• Comfort working in a fast-paced environment where priorities can change quickly

Preferred Qualifications

• Experience leading a centralized customer service, scheduling, operations, or project coordination team
• Experience supporting employees or operations across multiple locations
• Experience with Power BI dashboards or similar reporting tools
• Experience managing performance against defined KPIs
• Knowledge of capacity planning, scheduling optimization, or high-volume service operations

Leadership Style

Our best leaders don’t simply monitor numbers. They stay close to the work, coach their teams, communicate clearly, solve problems, and step in when something needs to get done. Our core values guide how we work:

• Get It Done – Fast, Right & Now
• Strive for Five – Go Above & Beyond
• Solve Problems – Own It to Resolve It Today
• Care – Treat Everyone with Priority, Respect & Integrity
• Communicate – Call / Answer / Reach the Customer

Schedule

This is a full-time position, typically Monday through Friday, 8:00 AM–5:00 PM. Due to the nature of the role, occasional evening or weekend hours may be needed to meet business deadlines. Some travel may be required.