What are the responsibilities and job description for the Customer Service and Operations Manager position at Repipe Specialists?
Join a Fast-Growing Team at Repipe Specialists
At Repipe Specialists, we’re leading the way in providing top-tier repiping solutions—and we’re growing fast. We’re looking for a Customer Service and Operations Manager who thrives in dynamic environments, excels at leading high-performing teams, and is passionate about delivering exceptional customer experiences.
This role is ideal for a hands-on leader who blends operational excellence with customer service expertise. You’ll oversee daily contact center operations, lead scheduling workflows, and drive continuous process improvement across our multi-family repipe division.
What You’ll Own
Operations Leadership & Efficiency
- Manage and continuously improve daily workflows across the customer service and operations team.
- Build, implement, and refine standard operating procedures (SOPs) to improve efficiency and scalability.
- Track performance metrics (KPIs), analyze trends, and take action to drive results.
Customer Experience Management
- Champion a customer-first mindset across every interaction.
- Work cross-functionally with project managers, shop partners, and field teams to resolve escalations and ensure service expectations are met.
- Own communication strategy with customers, including updates and proactive outreach.
Team Development
- Lead, coach, and develop a customer service and field support team.
- Provide consistent feedback and guidance, fostering a high-performance and accountable culture.
- Support team hiring, onboarding, and training efforts.
Process Improvement & Technology
- Identify and solve operational inefficiencies using data and feedback loops.
- Leverage technology (NetSuite, Google Suite, Microsoft Office) to streamline workflows.
- Regularly report to senior leadership on key performance, team progress, and customer satisfaction insights.
What You’ll Bring
- 7 years in operations or customer service leadership roles, preferably in construction, field services, or home improvement industries.
- Proven ability to lead and scale teams in fast-paced environments.
- Strong communication, collaboration, and analytical skills.
- Expertise in service delivery, team development, and cross-functional coordination.
- Experience with NetSuite or similar ERP/CRM tools.
- Bachelor’s degree preferred (Business, Operations, or related field).
Why Join Us?
- Make a direct impact on our growth and customer experience.
- Join a team of passionate, people-first professionals who care deeply about doing excellent work.
- Thrive in a flexible, remote environment with room for professional development and leadership growth.
Sound like a fit? Let’s talk.
Apply today to join the team transforming the repiping experience.
