About The Role
As a Customer Operations Manager, you’ll be at the heart of our customer support operations—leading call center teams, resolving complex issues, and delivering a seamless, world-class experience that turns customers into lifelong fans.
Location: Customer Services Department –Sugar Notch, PA
Schedule: Monday-Friday , 9:00AM-5:30PM
Key Responsibilities
- Lead & Develop: Support and coach Team Managers to consistently meet and exceed performance goals, while actively identifying development needs across teams.
- Elevate the Customer Journey: Work closely with internal departments to implement systems and processes that enhance the overall customer experience—keeping our teams informed with the latest product, policy, and operational updates.
- Resolve & Prevent Escalations: Address and resolve complex or escalated concerns raised by team leaders and advisors—ensuring issues are managed proactively and professionally.
- Performance & Growth: Conduct performance reviews, set clear objectives, and recommend individual and team training programs to foster growth and improve results.
- Ensure Operational Excellence: Ensure that your team maintains compliance with Wren’s policies and procedures while promoting a customer-first culture.
- Collaborate Cross-Functionally: Partner with logistics, product, and technology teams to streamline communications and drive consistent service improvements.
Why Join Our Team?
- Competitive salary with bonus potential
- Full benefits package, including health, dental, and vision insurance
- Paid time off, sick leave, and holiday pay
- Fully paid training and career progression opportunities
- Supportive, inclusive, and forward-thinking work environment
- Be part of a growing team that’s redefining the customer experience in home improvement