This role is responsible for managing customer service operations while partnering closely with leadership and frontline teams to evaluate performance metrics, optimize workflows, improve customer service processes, leverage AI-enabled solutions, and identify opportunities to enhance the overall customer experience. The position serves as a strategic catalyst for operational excellence by identifying inefficiencies, reducing non-value-added activities, leading improvement projects, and implementing scalable solutions across the quote-to-order lifecycle.
Responsibilities:- Manage customer service operations in partnership with Customer Success, Account Management, and Order Management teams while evaluating and optimizing end-to-end quote-to-order processes.
- Partner with Customer Success, Account Management, and Order Management teams to evaluate and optimize end-to-end quote-to-order processes.
- Identify opportunities for process improvements and customer experience enhancements by observing the day-to-day work of customer service, Account Managers, and customers.
- Analyze team and individual performance metrics and recommend enhancements that drive accountability, efficiency, and service excellence.
- Lead continuous improvement initiatives focused on customer service performance, productivity, quality, customer satisfaction, and operational effectiveness derived from job tools.
- Identify, prioritize, and implement process improvements that streamline workflows.
- Evaluate and reduce NVA from team members.
- Develop and maintain reporting, dashboards, and performance scorecards to provide actionable business insights.
- Identify training gaps across teams and develop strategies to improve onboarding, knowledge transfer, and ongoing development.
- Leverage AI tools and emerging technologies to enhance documentation, training materials, knowledge management, and team effectiveness.
- Assess existing tools and systems, identify improvement opportunities, and recommend new solutions that support business objectives.
- Partner with leadership to identify and prioritize enhancements to TruQuote and other customer-facing tools.
- Analyze order status and workflow trends to identify bottlenecks and opportunities for process optimization.
- Identify customer behaviors, processes, or interactions that can be improved to enhance both customer experience and internal productivity.
- Lead cross-functional projects addressing key business opportunities and operational challenges.
- Present recommendations and project outcomes to leadership and support implementation efforts across the organization.
Requirements
Skills, Education, and Experience:Education:
- Bachelor's degree in Business Administration, Operations Management, Customer Experience, Supply Chain, or a related field; or an equivalent combination of education and experience.
Experience:
- 5+ years of experience in customer service, customer success, account management, operations, process improvement, or related business functions.
- Experience analyzing business processes and implementing operational improvements.
- Experience working with performance metrics, reporting, and business analytics.
- Experience leading projects and driving cross-functional initiatives.
- Experience leading customer-facing teams and processes.
Preferred Qualifications:
- Experience in manufacturing, building products, or a made-to-order environment.
- Experience leveraging AI technologies to improve workflows, training, documentation, or business processes.
- Experience with customer quoting, order management, or quote-to-cash processes.
- Experience supporting system enhancements and business requirements gathering.
Salary:This position is listed at $91,233 to $114,041 annually. This position is exempt and is not eligible for overtime.
Salary Description
$91,233-$114,041
