Sr. Manager, Customer Service - Hybrid/ Atlanta

Company Overview SiteOne Landscape Supply is the largest national distributor of landscaping products across the United States and Canada. As a leading supplier of wholesale goods for green industry professionals, we have a long history of serving those who design, build, and maintain outdoor spaces – from lawns and gardens to golf courses, sport fields, and more. We pride ourselves on knowing our customers and their business better than anyone else and providing them with a one‑stop shop of extensive inventory covering irrigation, lighting, turf and landscape maintenance, hardscapes, nursery, and pest control supplies. At SiteOne, we are passionate about delivering an outstanding customer experience and will stop at nothing to help our customers win. We know that our associates are the key to this success, and our commitment to the SiteOne DNA and support for our associates through development programs, benefits, and perks align with our vision to "Be a Great Place to Work for Our Associates". We foster a culture of safety, teamwork, and continuous improvement. With over 700 locations and exciting expansion ahead, now is the perfect time to join SiteOne and grow Stronger Together™! Position Overview The Senior Manager, Customer Service – SiteOne.com is a senior people and operations leader responsible for delivering an exceptional digital customer experience across SiteOne’s eCommerce platforms. This role owns customer service strategy, execution, and continuous improvement for all digital‑related inquiries, product and customer support. The Senior Manager leads multiple customer service teams and supervisors, partners closely with Digital, Category, and IT, National Accounts and ensures scalable, efficient processes that support SiteOne’s online growth. This role functions at the enterprise level, with accountability for service outcomes, escalations, and performance tied directly to digital customer satisfaction. What You’ll Do Strategic Leadership & Team Management Lead, develop, and coach customer service supervisors and leads supporting all customers and branch associates. Define and execute customer service strategy aligned to eCommerce growth, digital conversion, and fulfillment reliability. Establish service standards, SLAs, KPIs, and escalation models specific to online orders and digital interactions. Own team structure, staffing models, and workforce planning to support online demand fluctuations and peak seasons. Foster a customer‑centric, data‑driven culture focused on service excellence and digital experience quality. Digital Customer Experience & Operations Oversee customer service operations supporting: Online order placement, order status, and fulfillment inquiries Inventory availability, substitutions, and ship‑to / pick‑up scenarios Returns, credits, and order corrections related to SiteOne.com Act as senior escalation point for high‑impact or complex digital customer issues. Partner with Digital and IT teams to identify recurring site issues, transactional friction points, and usability concerns. Translate customer feedback and service trends into actionable enhancements for the SiteOne.com platform. Operational Excellence & Continuous Improvement Drive standardization and documentation of SOPs specific to digital customer service workflows. Lead process improvement initiatives to reduce order errors, delays, and customer escalations. Identify automation, self‑service, and system enhancement opportunities that scale digital support efficiently. Ensure teams are trained on policies, systems, and best practices supporting SiteOne.com. Reporting, Analytics & Stakeholder Engagement Own customer service reporting related to SiteOne.com performance, including: Response times, resolution rates, escalations, and customer feedback Root‑cause analysis of service failures tied to digital orders Provide regular insights and recommendations to senior leadership on digital service risks, trends, and opportunities. Represent Customer Service in cross‑functional digital initiatives, launches, and platform enhancements. Skills We Are Seeking Bachelor’s degree required; equivalent experience considered. 7+ years of customer service, operations, or eCommerce support experience. 3–5+ years leading managers or supervisors in a high‑volume, customer‑facing environment. Experience supporting eCommerce platforms, digital order fulfillment, or omnichannel operations strongly preferred. Strong understanding of supply chain, distribution, or inventory management concepts. Proven ability to drive process improvement, performance optimization, and scalable service models. Excellent communication, stakeholder influence, and change leadership skills. Compensation & Benefits Competitive Compensation Medical, Dental and Vision plans Paid Time Off, Paid Holidays DailyPay available! 401k with company match Tuition Reimbursement Lucrative Associate Referral Program Company Apparel and Work Boot Vouchers Opportunity for Advancement Paid Training and Business Certifications Available Free Counseling Services/Employee Assistance Program Life Insurance and Short‑and Long‑Term Disability Insurance Product Discounts Most Branches never work Sundays! THE INFORMATION CONTAINED HEREIN IS NOT INTENDED TO BE AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES AND QUALIFICATIONS REQUIRED OF INDIVIDUALS PERFORMING THE JOB. THE QUALIFICATIONS DETAILED IN THIS JOB DESCRIPTION ARE NOT CONSIDERED THE MINIMUM REQUIREMENTS NECESSARY TO PERFORM THE JOB, BUT RATHER AS GUIDELINES. THEY MAY VARY FROM POSITION TO POSITION. SiteOne Landscape Supply is strongly committed to providing equal employment opportunities for all associates and all applicants for employment. All employment decisions at SiteOne—including those relating to hiring, promotion, transfers, benefits, compensation, placement, and termination—will be made without regard to race, color, national origin, genetic information, creed, sex, sexual orientation, gender, gender identity, religion, age, veteran status, uniform service, pregnancy, disability, or any other factor protected by applicable law. Starting pay will depend on factors such as location and experience, and will always meet or exceed applicable state and local minimum wage laws. #J-18808-Ljbffr SiteOne Landscape Supply