Senior Manager of Customer Service (Call Center)

Job Summary

The Senior Manager of Customer Service is a strategic leadership role responsible for overseeing all customer service operations for NCS Car Wash. This position provides executive-level leadership to the customer service organization, driving customer satisfaction, operational excellence, and cross-functional collaboration with RDC operations, logistics, tech support, IT, Finance and dispatch teams.

Job Duties

• Develop and execute comprehensive customer service strategy aligned with distribution objectives and company growth plans

• Establish customer service standards, KPIs, and service level agreements (SLAs) for order processing, response times, and issue resolution

• Lead continuous improvement initiatives to enhance customer experience, reduce order errors, and improve delivery accuracy

• Identify trends in customer issues and collaborate with RDC operations to implement systemic solutions (e.g., packing standards, order visibility)

• Drive technology adoption and process improvements including CRM optimization, case management systems, and automation opportunities

• Partner with IT on leading AI enhancements

Team Leadership & Development

• Recruit, hire, and develop high-performing Customer Service Managers and build succession planning for key roles

• Provide strategic direction, coaching, and performance management to Customer Service Managers

• Establish clear expectations, accountability structures, and career development pathways for the customer service organization

• Conduct regular performance reviews, identify skill gaps, and implement training programs to elevate team capabilities

• Foster a culture of customer-centricity, accountability, and continuous improvement across the team

• Model leadership behaviors and maintain high standards for professionalism, responsiveness, and problem-solving

Operational Excellence & Process Management

• Oversee daily customer service operations ensuring consistent service delivery across all RDC geographical locations

• Establish and monitor key performance indicators including order accuracy, response time, first-call resolution, customer satisfaction (CSAT), and Net Promoter Score (NPS)

• Develop and consistently execute standard operating procedures for order processing, RMA handling, customer escalations, and emergency parts requests

• Implement quality assurance processes including call monitoring, case review, and customer feedback analysis

• Ensure compliance with 5-day parts SLA, 3-day chem SLA, and immediate action protocols for urgent customer requests

• Manage escalation protocols and serve as final point of contact for complex customer issues requiring executive-level resolution

Cross-Functional Collaboration

• Partner with RDC Managers to address operational issues impacting customer experience (damaged deliveries, packing standards, inventory accuracy)

• Collaborate with Dispatch and tech support operations to optimize service call routing, improve IVR systems, and enhance field technician coordination

• Work with Finance/Accounting teams on billing issues, invoice discrepancies, and account setup/reconciliation

• Interface with IT/Systems teams on CRM enhancements, case management tools, order visibility platforms, and technology integration

• Coordinate with Sales and Account Management (Finance) on customer onboarding, account structures, and strategic customer initiatives

• Participate in cross-functional problem-solving for systemic customer issues (e.g., order process improvements, carrier selection)

Analytics, Reporting & Continuous Improvement

• Develop comprehensive reporting dashboards tracking customer service performance, trends, and key metrics

• Analyze customer feedback, complaint patterns, and service failures to identify root causes and drive corrective actions

• Present regular performance updates and strategic recommendations to VP of Distribution and executive leadership

• Lead post-mortem reviews for major customer issues and implement preventive measures

• Benchmark performance against industry standards and implement best practices from other customer service organizations

• Champion Voice of Customer programs to systematically capture and act on customer feedback

Qualifications

• Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, or related field

• 7–10 years of progressive experience in customer service or call center operations, with at least 3–5 years in a people leadership role managing supervisors or managers

• Demonstrated experience building and scaling customer service teams in a distribution, logistics, or manufacturing environment

• Strong working knowledge of ERP systems (NetSuite strongly preferred), CRM platforms, and case management tools

• Proven track record of establishing and managing SLAs, KPIs, and performance dashboards in a multi-site or multi-region operation

• Experience developing and executing SOPs for order processing, escalation management, and quality assurance

• Excellent analytical skills with the ability to translate data into actionable operational improvements

• Excellent communication and executive presence — comfortable presenting to senior leadership and interfacing cross-functionally with operations, finance, IT, and sales

• Budget management experience including headcount planning and technology investment justification

Preferred Qualifications

• Experience in field service, parts distribution, or aftermarket service industries

• Familiarity with IVR systems, call routing optimization, and workforce management/scheduling tools

• Experience leading CRM implementations, system migrations, or process automation initiatives

• Background partnering with IT on AI or technology-driven customer experience enhancements

• Prior experience in a private equity portfolio company or high-growth environment with evolving operational demands