SERVPRO's former Franchise of the Year, Team Wall is looking for our next great hero!
Who are we? Feel free to check us out: https://www.instagram.com/servproteamwall/?hl=en
SERVPRO Team Wall is seeking a Customer Operations Manager to lead our Intake Team and oversee the front-end operations that connect customers to our restoration services. This role is responsible for managing scheduling, dispatching, and customer service functions while ensuring a seamless experience for homeowners and commercial clients during stressful property damage situations.
The ideal candidate is a strong people leader, process optimizer, and problem solver who thrives in a fast-paced environment. You will lead a team of Intake Coordinators while driving operational efficiency, improving customer experiences, and supporting the growth of our restoration operations.
What You’ll Do
Lead the Intake Team
Manage, coach, and develop Intake Coordinators responsible for customer intake, scheduling, and dispatching
Assist with hiring, onboarding, training, and performance management
Foster a collaborative and positive team culture
Conduct regular team meetings, coaching sessions, and performance reviews
Oversee Customer Experience
Ensure every customer interaction meets high service standards
Review call recordings and provide coaching to improve customer service performance
Resolve escalated customer concerns and implement process improvements
Manage Scheduling & Dispatch Operations
Oversee daily mitigation scheduling and job dispatch across multiple locations
Monitor lead intake, job scheduling workflows, and work-in-progress dashboards
Ensure communication between the Intake Team and production teams remains efficient
Manage on-call rotations, late shifts, and weekend coverage
Drive Operational Performance
Monitor team performance through scorecards, KPIs, and operational dashboards
Prepare and review reports related to scheduling efficiency and service performance
Identify opportunities to improve processes, technology usage, and customer outcomes
Conduct regular operational audits to ensure adherence to company standards
Support Company Operations
Participate in daily operational meetings with restoration teams
Assist with large-loss project coordination when needed
Quarterly travel to SERVPRO Team Wall office locations
Occasional extended travel for large-loss events (This role would be the back-up to travel)
What We’re Looking For
Required Experience
3–5+ years of experience leading a customer service, dispatch, or operations team
Experience managing team performance, training, and employee development
Strong problem-solving skills and ability to manage escalated customer situations
Experience working with CRM systems, call systems, or dispatch software
Intermediate to advanced Microsoft Excel skills
Preferred
Experience in restoration, construction, home services, or field service operations
Experience managing scheduling or dispatch teams
Experience managing or coordinating with international third-party logistics (3PL) employees.
Bachelor’s degree in Business, Management, Communications, or a related field
Why Join SERVPRO Team Wall?
At SERVPRO Team Wall, we help customers recover from unexpected property damage and disasters. Our team takes pride in delivering exceptional service when people need it most. This role offers the opportunity to lead a critical operational team while making a real impact on customer experiences and company growth.
All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.