Operations Team Lead

Benefits: Bonus based on performance Company car Competitive salary Flexible schedule Opportunity for advancement Paid time off Profit sharing Operations Team Lead (Office, Production & Marketing Lead) Floor Coverings International Muscatine Position Summary This position reports directly to the owner. At Floor Coverings International, we deliver a 5-star, world-class customer experience from first contact to final installation. The Operations Team Member is the central hub of our business—owning the coordination of office operations, production scheduling, and marketing execution. This role blends customer service excellence, operational leadership, and marketing coordination. You will ensure every project runs smoothly, every customer feels cared for, and every partner (installers, vendors, and marketing teams) is aligned. You are the voice of the customer, the organizer of production, and the driver of local marketing execution. Key Responsibilities 1. Customer Experience & Office Management Deliver a world-class customer experience with proactive, responsive communication from project start to finish Serve as the primary point of contact for customers—setting expectations, providing updates, and resolving concerns Answer phones, emails, and inquiries with professionalism and urgency Maintain detailed, accurate records in CRM systems (Salesforce or equivalent) Manage scheduling, calendar coordination, and office workflows Ensure all customer interactions align with the brand’s 5-star service standard 2. Production & Installer Coordination Own the process from sale to installation completion Schedule and coordinate all installation projects to ensure on-time, high-quality delivery Communicate daily with installers to confirm job readiness and expectations Order, track, and manage materials and inventory to avoid delays Conduct job checks and follow up to ensure customer satisfaction Troubleshoot job-site issues quickly and professionally Maintain production timelines, job costing awareness, and operational efficiency Flooring production roles require coordinating installers, managing schedules, ensuring materials are ready, and maintaining quality and timelines 3. Vendor & Partner Management Build strong relationships with flooring suppliers, installers, and service vendors Coordinate deliveries, resolve service issues, and maintain accountability Track vendor performance and proactively address challenges Ensure seamless communication between all parties involved in each project Operations roles commonly act as the central communication point between vendors, teams, and customers to maintain efficiency 4. Marketing Coordination & Lead Management Execute local marketing initiatives including events, home shows, and partnerships Coordinate with the corporate marketing team and external vendors Manage inbound leads and ensure timely follow-up Assist in planning promotions and community engagement efforts Track campaign effectiveness and support brand growth initiatives 5. Operations Excellence & Process Improvement Continuously improve processes to increase efficiency and customer satisfaction Track KPIs such as project timelines, customer satisfaction, and lead conversion Develop and maintain standard operating procedures (SOPs) Identify opportunities to streamline workflows and reduce inefficiencies Operations leaders focus on improving processes, aligning teams, and ensuring efficient workflows to meet customer and business goals Qualifications 2+ years in operations, office management, production coordination, or customer service Experience in flooring, construction, home services, or similar industry preferred Strong organizational and multitasking abilities in a fast-paced environment Excellent communication and relationship-building skills Proficiency in CRM systems, scheduling tools, and Microsoft Office/Google Workspace Problem-solving mindset with attention to detail Positive, team-oriented attitude with a passion for customer service Key Success Traits Customer-obsessed: You go above and beyond to create a 5-star experience Highly organized: You thrive managing multiple moving parts Proactive communicator: You anticipate needs and keep everyone informed Solution-oriented: You handle challenges with professionalism and confidence Team player: You collaborate effectively across installers, vendors, and marketing teams Why Join Floor Coverings International Be part of a company known for exceptional customer experiences Work in a dynamic, fast-growing environment where no day is the same Play a key leadership role impacting operations, customer satisfaction, and business growth Opportunity for advancement as the business scales Performance Expectations Maintain consistent 5-star customer satisfaction scores Ensure projects are completed on time, on budget, and to quality standards Drive smooth communication across customers, installers, and vendors Support measurable growth in marketing-generated leads Flexible work from home options available.