Operations Manager - Support Center

Benefits

• Free food & snacks
• Wellness resources
• 401(k) matching
• Performance‑based bonus
• Flexible schedule
• Full‑time (40 hours per week)
• Variety of shifts offered between 6:00 am and 5:00 pm (no nights or weekends)
• Paid holidays, sick leave, and vacation days
• Health Reimbursement Account with monthly company contributions
• Monthly performance‑based bonuses in addition to base pay
• Paid parking at downtown location
• Paid lunch breaks
• Advancement opportunities & internal growth
• Welcoming, open‑minded, low‑stress office environment
• Consistent, satisfied customers
• Opportunity to help small‑business franchisees

Role Overview

The Support Center Operations Manager is responsible for the day‑to‑day operational effectiveness of the Support Center, including team staffing, onboarding, performance management, franchisee support, and continuous process improvement. This role partners closely with the Support Center Director to ensure high‑quality service, meet operational KPIs, and support franchisee satisfaction and engagement.

Key Responsibilities

• Lead hiring and onboarding for all Support Center team members (Inbound, Accounts Receivable, Quality Control) and maintain training materials in FUSE.
• Conduct monthly check‑ins and biannual performance reviews for direct reports, holding team members accountable to KPIs and job expectations.
• Provide ongoing coaching, development, and corrective action as needed.
• Educate franchisees on Support Center SOPs, manage expectations and preference requests, monitor the Feedback inbox, and escalate issues to the Support Center Director.
• Monitor Support Center performance and identify opportunities to improve efficiency, quality, consistency, and franchisee experience.
• Collaborate with the Support Center Director to evolve operations, develop new services and SOPs, maintain key partner relationships, and drive franchisee engagement and satisfaction.
• Track monthly performance KPIs: Team error rate ≤ 2.5%, franchisee satisfaction ≥ 75% (survey score representing at least 51% of supported revenue), SENet ticketing engagement ≥ 75%, team retention ≥ 40%.

Required Qualifications

• High School Diploma or GED equivalent
• 3+ years of management or supervisory experience
• Experience in a fast‑paced environment
• Call center experience is a plus

Physical Requirements

Prolonged periods sitting at a desk and working on a computer; ability to communicate orally; hearing and vision within normal ranges (with or without assistance); occasional exertion of up to 25 lb may be required. The position is full‑time, in‑person/on‑site, performed indoors in a traditional office setting.

Schedule

• Full‑time (40 hours per week)
• Shifts offered between 6:00 am and 5:00 pm
• No nights or weekends
• Paid holidays, sick leave, and vacation days