Customer Operations Manager.

Poel Group Staffing Inc.; New York (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

Poel Group is seeking a hands-on Customer Service Manager in Brooklyn to oversee CS operations across call center, showroom, and in-person channels. You will lead, train, and develop teams, set quality standards, and resolve complex issues with cross-functional coordination.

Ideal candidates have proven experience managing in-office and hybrid teams, strong communication, and analytical skills to drive service improvements.

Qualifications

• Proven experience managing customer service teams across multiple channels.
• Experience in an operationally complex industry involving order management, logistics, installation, or similar.
• Demonstrated success in training, coaching, and developing employees.
• Excellent verbal and written communication skills.
• Strong sense of urgency with ability to manage competing priorities.
• Experience managing in-office and hybrid teams with consistent performance.
• Strong analytical and reporting skills to identify trends and give senior leadership recommendations.
• Familiarity with CRM systems and performance reporting tools.

Responsibilities

• Oversee customer service operations across call center, showroom, and in-person channels.
• Train, coach, and develop employees through onboarding and ongoing reviews.
• Set expectations for service quality, productivity, and accountability.
• Prioritize and resolve customer concerns promptly.
• Handle escalated complaints and complex cases through ownership and resolution.
• Monitor call quality, response times, open cases, and customer satisfaction.
• Manage in-office and hybrid teams, including staffing and workload distribution.
• Coordinate with sales, operations, logistics, delivery, installation, and vendors.
• Analyze feedback to identify trends and areas for improvement.
• Prepare regular reports for executive leadership on performance and root causes.
• Track improvement initiatives and measure outcomes.
• Collaborate with department leaders to improve workflows and escalation procedures.
• Develop training materials, service procedures, and internal processes to reduce recurring issues.

Skills

Team leadership

Multichannel support

Training & coaching

Communication skills

Analytical skills

Cross-functional collaboration

Call center ops

Tools

CRM systems

Call center software

Reporting tools

Job description

Customer Service Manager Location: Brooklyn, NY Schedule: Full-time, in-office 9-6

Position Overview

We are seeking a hands-on Customer Service Manager to oversee customer service operations across multiple channels, including call center, showroom, and in-person interactions. The ideal candidate is an experienced leader with a strong sense of urgency, excellent communication skills, and a proven ability to train, develop, and manage teams. This person should be comfortable handling complex customer issues that require coordination across departments, sound judgment, and consistent follow-through. The successful candidate will improve service quality, strengthen team accountability, and ensure customers receive timely, professional, and consistent support.

Key Responsibilities

• Oversee customer service operations across call center, showroom, and in-person channels.
• Train, coach, and develop employees through structured onboarding, ongoing guidance, and regular performance reviews.
• Establish clear expectations for service quality, productivity, communication, accountability, and follow-through.
• Ensure customer concerns are prioritized and resolved promptly.
• Handle escalated complaints and complex cases, taking ownership through resolution.
• Coach employees on communication, problem-solving, and managing customer expectations.
• Monitor call quality, response times, open cases, customer satisfaction, and other performance metrics.
• Manage in-office and hybrid teams, including staffing, scheduling, workload distribution, and employee performance.
• Coordinate with sales, operations, logistics, delivery, installation, and vendors to resolve customer issues.
• Analyze customer feedback, complaints, and recurring problems to identify trends and areas for improvement.
• Prepare regular reports for executive leadership on service performance, recurring issues, root causes, and recommended solutions.
• Track improvement initiatives and measure results.
• Collaborate with department leaders to improve workflows, communication, escalation procedures, and the overall customer experience.
• Develop and improve training materials, service procedures, and internal processes to increase efficiency and reduce recurring issues.

Qualifications

• Proven experience managing customer service teams across multiple channels, including call center, showroom, or in-person support.
• Experience in an operationally complex industry involving order management, logistics, delivery, installation, or comparable service challenges.
• Demonstrated success training, coaching, and developing employees.
• Excellent verbal and written communication skills.
• Strong sense of urgency and ability to manage competing priorities.
• Experience managing in-office and hybrid teams while maintaining consistent performance standards.
• Strong analytical and reporting skills, including the ability to identify trends and present recommendations to senior leadership.
• Familiarity with CRM systems, customer service platforms, call center technology, and performance reporting tools.
• Experience in a related industry is a plus.
• Must be able to work full-time in the Brooklyn office.