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

• Strategic Leadership & Vision

• 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

• Budget & Resource Management

• Develop and manage customer service department budget including headcount planning, technology investments, and operational expenses
• Optimize staffing models based on call volume, seasonality, and service level requirements
• Make business case recommendations for technology investments, system upgrades, and process automation
• Track cost per case, cost per order, and other efficiency metrics to drive operational improvements

Qualifications

• Required 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
• Strong 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