Account Management Operations Manager to join our Residential Accounts team.
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
