Customer Care Manager

Leslie's, Inc.; Clarksburg (MD); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

401K with company match

Team member discounts

Paid training

Benefits package

Job summary

Capital Hot Tubs, part of Leslie's, Inc., is seeking a Customer Care Manager to lead our Service and Delivery teams in delivering exceptional customer experiences.

You will drive daily scheduling, coordinate with Sales and Service, and foster a high-accountability culture, while ensuring safety and policy adherence.

This role offers competitive compensation and career advancement within a supportive environment.

Qualifications

• Must have hands-on leadership experience in fast-paced operations.
• Ability to multitask and manage priorities across locations.
• Comfort with inventory and scheduling software and GPS tools.

Responsibilities

• Oversee Delivery Coordinator and back-end operations to meet daily targets.
• Schedule backyard deliveries, shipments, and warehouse stocking.
• Enforce safety policies and performance standards across teams.
• Foster teamwork and a customer-first culture.
• Coordinate with Sales, Service, and Management for smooth ops.
• Be primary point of contact for escalated customer issues.
• Monitor inventory, open orders, and invoicing to minimize backlogs.
• Partner with Warehouse Manager on inventory transfers.
• Drive proactive scheduling for parts delivery and service.
• Support continuous improvement initiatives for retention.
• Oversee shipments for accuracy and condition.
• Work on cross-departmental collaboration.

Skills

Team leadership

Multitasking

Customer-first mindset

Problem-solving

Tools

Inventory systems

Scheduling tools

GPS / fleet management software

Job description

With over 30 years of experience and expertise, Capital Hot Tubs has solidified its position as a leading provider of indulgent experiences. We became a part of Leslie's family in August 2021. Our legacy as a premier hot tub, swim spa, and sauna specialty retailer is built on a foundation of delivering exceptional products and unparalleled customer experiences. Our dedicated Service and Water Valet teams stand ready to cater to your needs, ensuring that your experience with our products is always seamless and satisfying.

Job Overview

The Customer Care Manager oversees the daily operations of our Service Coordinator and Delivery teams. In this role, you will drive customer engagement, streamline scheduling for deliveries, and provide hands-on leadership to support your team's operational success.

Compensation within range to be determined by the applicant’s education, experience, knowledge and skills, as well as internal equity and alignment with market data.

Responsibilities

• Support the Delivery Coordinator with backyard delivery scheduling, shipment intake, warehouse stocking, and order staging.
• Enforce company policies, safety protocols, and performance standards across all team activities.
• Foster a positive work culture rooted in teamwork, high accountability, and customer satisfaction.
• Collaborate with sales, service, and management teams to ensure seamless cross‑departmental operations.
• Partner with Service and Delivery Coordinators to meet daily scheduling targets and organizational goals.
• Serve as the primary point of contact for escalated customer service situations
• Ensure prompt, professional communication regarding warehouse pickups, repairs, and deliveries
• Develop and execute strategic initiatives to improve customer retention and satisfaction.
• Oversee incoming and outgoing shipments to verify product condition and order accuracy.
• Coordinate with the Warehouse Manager to ensure all inventory is organized, tracked, and correctly transferred
• Drive proactive scheduling by ensuring Service Coordinators promptly schedule delivered parts for customers
• Monitor and manage In-Stock Open Orders and Open Invoices to minimize backlogs.

Qualifications

• Proven track record leading a team in a hands-on, fast-pace operational environment.
• Strong ability to multitask and manage competing priorities across multiple locations.
• Comfortable utilizing inventory systems, scheduling tools, and GPS/fleet management software.
• Exceptional problem-solving abilities, sharp attention to detail, and a customer-first mindset.

We offer our employees competitive compensation, extensive paid training, comprehensive and flexible suite of benefits package, 401K with company match, team member discounts, rewards for top performers, and most importantly career advancement opportunities.

Leslie’s recognizes a critical component to our continued success is our people. Leslie’s is proud to have a culture of inclusion that seeks to celebrate and embrace the different backgrounds and perspectives that help drive our success and support team members in developing and growing with us. We aim to create a workplace where all team members feel welcomed and valued and inspire each other every day.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.