Administrative Operations Manager

Pay range: $55,000 - $60,000 annually

The Sales & Customer Experience Operations Manager is responsible for driving revenue growth, conversion performance, and customer experience excellence across the franchise. This role leads a team of Customer Service Representatives (CSRs) and is accountable for optimizing the sales process from initial inquiry through post-move follow-up.

This position plays a critical role in both sales leadership and operational execution, ensuring the franchise consistently meets and exceeds key performance indicators related to conversion, revenue, and customer satisfaction.

Working closely with the Move Operations Manager and Junk Operations Manager, this role ensures seamless coordination between sales and operations, while upholding TWO MEN AND A TRUCK system standards and delivering an exceptional customer experience.

Key Responsibilities

Sales Leadership & Revenue Growth

• Lead, coach, and develop a team of 5–10 CSRs to achieve and exceed sales goals
• Drive performance around key KPIs, including:
• Conversion rate (lead to booked job)
• Weekly sales volume (# of moves booked)
• Average cost per move
• Revenue per lead
• Upselling of boxes, packing, and additional services
• Monitor call quality, pipeline management, and lead follow-up effectiveness
• Partner with marketing and the General Manager to maximize lead conversion and ROI
• Implement sales strategies, scripting improvements, and objection-handling training
  
  

Customer Experience & Service Operations

• Oversee the full customer lifecycle from first contact through post-move follow-up
• Ensure timely and effective:
• Estimate follow-ups
• Confirmation calls
• Post-move check-ins
• Manage and improve the claims process, ensuring prompt resolution and customer satisfaction
• Handle escalated customer concerns and ensure service recovery aligns with brand standards
• Maintain high Net Promoter Score (NPS) and customer satisfaction metrics
  
  

Team Leadership & Professional Development

• Recruit, interview, hire, and onboard CSR team members
• Provide ongoing coaching, call reviews, and performance feedback
• Develop structured training programs focused on:
• Sales skills and closing techniques
• Customer service excellence
• Product knowledge and upselling
• Create individual development plans and career pathing for team members
• Enforce accountability through performance management and corrective action when needed
  
  

Operational Integration & Execution

• Collaborate daily with Move Operations Manager and Junk Operations Manager to align scheduling, capacity, and revenue goals
• Ensure accurate job input, pricing, and communication to operations teams
• Identify gaps between sales commitments and operational execution and implement solutions
• Support dispatch readiness through accurate forecasting and booking practices
  
  
  

Performance Management & Reporting

• Review sales reports, call metrics, and operational data to drive decision-making
• Analyze trends to identify opportunities for improvement in conversion, pricing, and customer experience
• Provide regular reporting to the General Manager on:
• Sales performance
• Team productivity
• Customer experience metrics
• Drive continuous improvement initiatives across sales and service functions
  
  

Brand & Compliance

• Promote and protect the TWO MEN AND A TRUCK brand and core values
• Ensure compliance with franchise system standards and policies
• Participate in ongoing training through STICK MEN UNIVERSITY®
• Maintain knowledge of industry best practices and franchise expectations
  
  
  

Supervisory

• Direct supervision of 5–10 Customer Service Representatives (CSRs)
• Indirect impact on overall customer experience and operational success
  
  
  

Requirements

Education & Experience

• Bachelor’s degree in business, management, or related field preferred
• Minimum 3 years of leadership experience in sales, call center, or service operations
• Experience in moving, logistics, or home services industry preferred
• Proven track record of driving sales performance and team development
  
  
  

Skills / Knowledge / Abilities

• Strong sales leadership and coaching ability
• Data-driven mindset with experience managing KPIs and performance metrics
• Excellent communication, negotiation, and interpersonal skills
• Ability to balance sales growth with operational feasibility
• Strong problem-solving and decision-making skills
• High attention to detail and organizational skills
• Commitment to delivering exceptional customer service
• Proficiency in Microsoft Office (Excel, Word, Outlook)
  
  
  

Success Profile (What “Great” Looks Like)

• High-performing CSR team consistently hitting or exceeding KPIs
• Strong conversion rates and revenue growth
• Seamless handoff between sales and operations
• Positive customer feedback and efficient claims resolution
• A motivated, well-trained, and continuously improving team
  
  
  

This job posting is for a position at the individually owned and operated TWO MEN AND A TRUCK® franchise located in Columbia, MD.