Customer Operations Manager

Job Description

Job Description

Customer Operations Manager

Location: Horsham, PA – New Call Center
Schedule: Full-Time | Monday–Friday, with flexibility for evenings, weekends, and holidays as business needs require
Compensation: Competitive salary based on experience + bonus opportunity

We are a growing residential home services organization providing HVAC and plumbing services to customers throughout the region. As we continue to grow, we are building a new call center operation in Horsham, PA designed to strengthen the connection between the customer’s first call and the technician arriving at their home.

We are looking for an experienced Customer Operations Manager to help lead this operation and bring our Customer Experience and Dispatch teams together as one high-performing function.

This is an opportunity to play a key leadership role in the growth of a new call center operation. You’ll have the ability to shape processes, develop teams, improve the customer journey, and directly influence operational and revenue performance.

You’ll work closely with branch, service, and regional leadership while leading two critical functions that sit at the center of our business:  Customer Experience and Dispatch .

As the Customer Operations Manager, you will own the customer journey from initial contact through technician dispatch, ensuring customers receive fast, professional service while maximizing technician capacity and business opportunity.

You will:

• Lead, coach, and develop the Customer Experience and Dispatch teams , creating one connected, high-performing operation.
• Build a culture of urgency, accountability, customer service, and sales-minded thinking across both departments.
• Own booking performance and ensure available technician capacity is effectively filled.
• Oversee daily dispatch strategy, prioritizing jobs based on customer urgency, technician capabilities, geography, and business opportunity.
• Optimize the dispatch board to keep technicians productive and maximize daily service and revenue opportunities.
• Manage capacity and strategic overbooking to provide Dispatch with the flexibility to prioritize the strongest opportunities while maintaining a positive customer experience.
• Ensure appointment expectations are communicated accurately and customers receive proactive updates regarding delays, schedule changes, or rescheduling.
• Monitor missed opportunities, unbooked calls, cancellations, and reschedules and identify opportunities to improve conversion and customer retention.
• Partner closely with Service Managers and operational leaders to understand technician skills, certifications, and capabilities so the right technician is assigned to the right job.
• Serve as an escalation point for complex or sensitive customer situations, ensuring concerns are handled with urgency, professionalism, and ownership.
• Recruit, onboard, coach, and retain high-performing Customer Experience Specialists and Dispatchers.
• Develop and maintain onboarding, training, and development materials for both departments.
• Create schedules and staffing plans that support seasonality, call volume, technician capacity, and continued business growth.
• Manage the setup and ongoing maintenance of the Dispatch Board and related scheduling tools within the CRM.
• Track and analyze key performance indicators including speed to answer, booking rate, booking conversion, board utilization, daily revenue, cancellations, and reschedule rates.
• Maintain accurate reporting of lead volume, call classifications, disposition outcomes, and dispatch performance.
• Use performance data to identify breakdowns between booking and dispatch and implement improvements.
• Partner with Branch, Service, Marketing, and Regional Leadership to ensure customer demand translates into completed, profitable work.
• Help build the leadership structure for the growing call center, including identifying and developing future Customer Experience and Dispatch leaders.
• Perform other duties as assigned.

The ideal candidate is a strong people leader who understands that exceptional customer service, operational execution, and revenue performance are interconnected.

You should bring:

• Strong leadership skills with the ability to coach, motivate, and hold teams accountable.
• A customer-first mindset combined with strong business and sales acumen.
• Experience leading in a fast-paced, high-volume environment where customer needs require immediate attention.
• Strong understanding of the full service lifecycle—from the initial customer call through booking, technician assignment, job completion, and revenue outcome.
• Ability to balance customer urgency, technician capacity, service requirements, and revenue opportunity when making scheduling and dispatch decisions.
• Demonstrated ability to identify operational inefficiencies and implement process improvements.
• Strong analytical skills and comfort using KPIs to manage individual and team performance.
• Excellent written and verbal communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to successfully manage multiple priorities across Customer Experience and Dispatch operations.
• Flexibility to support the business during evenings, weekends, or holidays when needed.

• Minimum of 5 years of leadership experience within call center, dispatch, field service, or a related customer operations environment.
• Proven success building, coaching, and retaining high-performing teams.
• Demonstrated understanding of the complete customer and job lifecycle, including booking, technician assignment, job completion, and revenue outcomes.
• Experience working with telephony, dispatch, CRM, and scheduling systems.
• Proficiency with Microsoft Office.

• Bachelor’s degree in Business, Communications, or a related field.
• Experience with  ServiceTitan or a similar field service management platform.
• Residential home services experience, particularly within  HVAC, plumbing, or electrical .
• Experience leading both customer service/call center and dispatch functions.
• Sales, conversion, or negotiation experience.
• Experience helping build, scale, or transform a call center or customer operations function.

• Position is based in our Horsham, PA office .
• Work is primarily performed in a professional office environment.
• Ability to travel to other branch locations for training, meetings, or operational support as needed; anticipated travel is less than 25%.
• Ability to sit for extended periods.
• Ability to lift up to 30 pounds.

• Competitive compensation based on experience.
• Comprehensive benefits package available to eligible full-time employees.
• Opportunity to play a key role in building and developing a growing customer operations organization.

Employment may be contingent upon successful completion of applicable pre-employment requirements, including background screening and other requirements based on the position.

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and qualifications. Responsibilities may change based on business needs.

We are proud to be an Equal Opportunity Employer. We value diversity and are committed to fostering an inclusive workplace for all employees.