Finance, Administration & Facilities Manager

TWO MEN AND A TRUCK®

Columbia (MD)

On-site

USD 55,000 - 60,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

TWO MEN AND A TRUCK® in Columbia, Maryland is seeking a Sales & Customer Experience Operations Manager responsible for driving revenue growth and optimizing customer experience. This pivotal role involves leading a team of Customer Service Representatives (CSRs) and ensuring the sales process from inquiry to follow-up is efficiently executed.

The ideal candidate has strong sales leadership skills and at least 3 years of experience in service operations or logistics. This position offers a competitive salary between $55,000 and $60,000, along with opportunities for professional development.

Qualifications

Minimum 3 years of leadership experience in sales or service operations.
Proven track record of driving sales performance and team development.
Experience in the logistics or home services industry preferred.

Responsibilities

Lead and develop a team of 5-10 Customer Service Representatives to achieve sales goals.
Oversee the full customer lifecycle from initial contact to post-move follow-up.
Collaborate daily with operational managers to align sales and operational goals.

Skills

Sales leadership

Data analysis

Customer service

Communication skills

Problem-solving

Education

Bachelor's degree in business or related field

Tools

Microsoft Office (Excel, Word, Outlook)

Job description

Pay range: $55,000 - $60,000 annually

The Sales & Customer Experience Operations Manager is responsible for driving revenue growth, conversion performance, and customer experience excellence across the franchise. This role leads a team of Customer Service Representatives (CSRs) and is accountable for optimizing the sales process from initial inquiry through post-move follow-up.

This position plays a critical role in both sales leadership and operational execution, ensuring the franchise consistently meets and exceeds key performance indicators related to conversion, revenue, and customer satisfaction.

Working closely with the Move Operations Manager and Junk Operations Manager, this role ensures seamless coordination between sales and operations, while upholding TWO MEN AND A TRUCK system standards and delivering an exceptional customer experience.

Key Responsibilities

Sales Leadership & Revenue Growth

Lead, coach, and develop a team of 5-10 CSRs to achieve and exceed sales goals
Drive performance around key KPIs, including:
- Conversion rate (lead to booked job)
- Weekly sales volume (# of moves booked)
- Average cost per move
- Revenue per lead
- Upselling of boxes, packing, and additional services
Monitor call quality, pipeline management, and lead follow-up effectiveness
Partner with marketing and the General Manager to maximize lead conversion and ROI
Implement sales strategies, scripting improvements, and objection-handling training

Customer Experience & Service Operations

Oversee the full customer lifecycle from first contact through post-move follow-up
Ensure timely and effective:
- Estimate follow-ups
- Confirmation calls
- Post-move check-ins
Manage and improve the claims process, ensuring prompt resolution and customer satisfaction
Handle escalated customer concerns and ensure service recovery aligns with brand standards
Maintain high Net Promoter Score (NPS) and customer satisfaction metrics

Team Leadership & Professional Development

Recruit, interview, hire, and onboard CSR team members
Provide ongoing coaching, call reviews, and performance feedback
Develop structured training programs focused on:
- Sales skills and closing techniques
- Customer service excellence
- Product knowledge and upselling
Create individual development plans and career pathing for team members
Enforce accountability through performance management and corrective action when needed

Operational Integration & Execution

Collaborate daily with Move Operations Manager and Junk Operations Manager to align scheduling, capacity, and revenue goals
Ensure accurate job input, pricing, and communication to operations teams
Identify gaps between sales commitments and operational execution and implement solutions
Support dispatch readiness through accurate forecasting and booking practices

Performance Management & Reporting

Review sales reports, call metrics, and operational data to drive decision-making
Analyze trends to identify opportunities for improvement in conversion, pricing, and customer experience < p>Use the data and analytics to understand trends, highlighted potential improvements, and lead performance driving efforts to match sales and operational goals. < /p>
Improve regular reporting to the General Manager regarding sales performance, team productivity, and customer experience metrics.
Drive continuous improvement initiatives across sales and service functions

Brand & Compliance

Promote and protect the TWO MEN AND A TRUCK brand and core values
Ensure compliance with franchise system standards and policies
Participate in ongoing training through STICK MEN UNIVERSITY
Maintain knowledge of industry best practices and franchise expectations

Supervisory

Direct supervision of 5-10 Customer Service Representatives (CSRs)
Indirect impact on overall customer experience and operational success

Requirements

Education & Experience

Bachelor's degree in business, management, or related field preferred
Minimum 3 years of leadership experience in sales, call center, or service operations
Experience in moving, logistics, or home services industry preferred
Proven track record of driving sales performance and team development

Skills / Knowledge / Abilities