Senior Manager of Customer Service (Call Center)

Job Description

Job Description

Senior Manager of Customer Service

National Carwash Solutions has grown over the past 53 years to become North America’s largest equipment, service, and cleaning solutions provider in the car wash industry. Our world-class brands are backed by the largest service network in the country with more than 500 dedicated service professionals and growing! Come join us for an extraordinary career in a high-growing, team-oriented company!

Job Summary:

The Senior Manager of Customer Service is a strategic leadership role responsible for overseeing all customer service operations for NCS Car Wash. This position provides executive-level leadership to the customer service organization, driving customer satisfaction, operational excellence, and cross-functional collaboration with RDC operations, logistics, tech support, IT, Finance and dispatch teams.

The Senior Manager develops and implements customer service strategies, manages a team of 2-3 Customer Service Supervisors overseeing 10-15 Customer Service Representatives, and serves as the primary escalation point for complex customer issues while ensuring alignment with broader distribution goals and company objectives.

Job Duties:

Strategic Leadership & Vision

• Develop and execute comprehensive customer service strategy aligned with distribution objectives and company growth plans
• Establish customer service standards, KPIs, and service level agreements (SLAs) for order processing, response times, and issue resolution
• Lead continuous improvement initiatives to enhance customer experience, reduce order errors, and improve delivery accuracy
• Identify trends in customer issues and collaborate with RDC operations to implement systemic solutions (e.g., packing standards, order visibility)
• Drive technology adoption and process improvements including CRM optimization, case management systems, and automation opportunities
• Partner with IT on leading AI enhancements

Team Leadership & Development

• Recruit, hire, and develop high-performing Customer Service Managers and build succession planning for key roles
• Provide strategic direction, coaching, and performance management to Customer Service Managers
• Establish clear expectations, accountability structures, and career development pathways for the customer service organization
• Conduct regular performance reviews, identify skill gaps, and implement training programs to elevate team capabilities
• Foster a culture of customer-centricity, accountability, and continuous improvement across the team
• Model leadership behaviors and maintain high standards for professionalism, responsiveness, and problem-solving

Operational Excellence & Process Management

• Oversee daily customer service operations ensuring consistent service delivery across all RDC geographical locations
• Establish and monitor key performance indicators including order accuracy, response time, first-call resolution, customer satisfaction (CSAT), and Net Promoter Score (NPS)
• Develop and consistently execute standard operating procedures for order processing, RMA handling, customer escalations, and emergency parts requests
• Implement quality assurance processes including call monitoring, case review, and customer feedback analysis
• Ensure compliance with 5-day parts SLA, 3-day chem SLA, and immediate action protocols for urgent customer requests
• Manage escalation protocols and serve as final point of contact for complex customer issues requiring executive-level resolution

Cross-Functional Collaboration

• Partner with RDC Managers to address operational issues impacting customer experience (damaged deliveries, packing standards, inventory accuracy)
• Collaborate with Dispatch and tech support operations to optimize service call routing, improve IVR systems, and enhance field technician coordination
• Work with Finance/Accounting teams on billing issues, invoice discrepancies, and account setup/reconciliation
• Interface with IT/Systems teams on CRM enhancements, case management tools, order visibility platforms, and technology integration
• Coordinate with Sales and Account Management (Finance) on customer onboarding, account structures, and strategic customer initiatives
• Participate in cross-functional problem-solving for systemic customer issues (e.g., order process improvements, carrier selection)

Analytics, Reporting & Continuous Improvement

• Develop comprehensive reporting dashboards tracking customer service performance, trends, and key metrics
• Analyze customer feedback, complaint patterns, and service failures to identify root causes and drive corrective actions
• Present regular performance updates and strategic recommendations to VP of Distribution and executive leadership
• Lead post-mortem reviews for major customer issues and implement preventive measures
• Benchmark performance against industry standards and implement best practices from other customer service organizations
• Champion Voice of Customer programs to systematically capture and act on customer feedback

Budget & Resource Management

• Develop and manage customer service department budget including headcount planning, technology investments, and operational expenses
• Optimize staffing models based on call volume, seasonality, and service level requirements
• Make business case recommendations for technology investments, system upgrades, and process automation
• Track cost per case, cost per order, and other efficiency metrics to drive operational improvements

Qualifications:

Required Qualifications

• Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, or related field
• 7–10 years of progressive experience in customer service or call center operations, with at least 3–5 years in a people leadership role managing supervisors or managers
• Demonstrated experience building and scaling customer service teams in a distribution, logistics, or manufacturing environment
• Strong working knowledge of ERP systems (NetSuite strongly preferred), CRM platforms, and case management tools
• Proven track record of establishing and managing SLAs, KPIs, and performance dashboards in a multi-site or multi-region operation
• Experience developing and executing SOPs for order processing, escalation management, and quality assurance
• Strong analytical skills with the ability to translate data into actionable operational improvements
• Excellent communication and executive presence — comfortable presenting to senior leadership and interfacing cross-functionally with operations, finance, IT, and sales
• Budget management experience including headcount planning and technology investment justification

Preferred Qualifications

• Experience in field service, parts distribution, or aftermarket service industries
• Familiarity with IVR systems, call routing optimization, and workforce management/scheduling tools
• Experience leading CRM implementations, system migrations, or process automation initiatives
• Background partnering with IT on AI or technology-driven customer experience enhancements
• Prior experience in a private equity portfolio company or high-growth environment with evolving operational demands

Grow your career supported by an energized and passionate team, professional development, training, flexibility and opportunities for advancement. We offer competitive wages and benefits including comprehensive health, dental and vision coverage, matching 401(k), paid time off and more.

National Carwash Solutions is an Equal Opportunity Employer

National Carwash Solutions is a proud equal opportunity employer. We are a drug free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation or veteran status.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Management retains the right to change job duties and responsibilities at any time, based on business needs.