Customer Success & Field Operations Manager

CyberCoders, Inc.; Houston (TX); On-site; USD 95,000 - 130,000; Full time

Job summary

CyberCoders, Inc. seeks a seasoned Customer Success & Field Operations Manager to lead customer service operations and oversee field installation execution for a Houston-based manufacturer.

You will drive process improvements, manage escalations, and partner with Sales, Engineering, Production, Logistics and Finance teams. The role emphasizes hands-on leadership, project management, and the ability to translate data into actionable insights to improve customer outcomes.

Qualifications

• 5+ years in customer service, operations, project management or related field.
• Experience leading multi-location field installations and escalated issue resolution.
• Strong ERP/CRM data usage and performance metrics experience.
• Excellent communication, organizational, and problem-solving skills.
• Willingness to travel extensively during seasonal peaks.

Responsibilities

• Lead and develop the customer service team and set service standards.
• Own complex customer issues and drive timely resolutions.
• Develop and improve policies, workflows, and communication standards.
• Oversee field installation activities across multiple project locations.
• Serve as escalation point for installation challenges involving shortages, delays, and site constraints.
• Coordinate internal teams, customers, vendors, and installation partners for project execution.
• Establish repeatable field installation standards for internal and partner teams.
• Lead ERP/CRM usage for order status, project info, and communication.
• Use data and KPIs to identify trends and drive improvements.
• Manage multiple customer and installation initiatives balancing schedules, budgets, and quality.
• Maintain project discipline around schedules, drawings, and change management.
• Identify risks early and develop recovery plans.

Skills

Customer service leadership

Project management

ERP systems

CRM systems

Data analysis

Effective communication

Travel flexibility

Education

Bachelor's degree in Business/PM/Operations/Supply Chain

Tools

ERP

CRM

Job description

Customer Success & Field Operations Manager

OVERVIEW

We are seeking an experienced Customer Operations & Field Services Manager to lead customer service operations and oversee field installation execution for an established U.S. manufacturer based in Houston, Texas.

This position is ideal for a hands-on, analytical leader who can strengthen the customer experience while improving the processes, systems, and operational coordination behind it. The Manager will lead the customer service team, oversee multi-location installation activities, manage escalated customer and project issues, and partner closely with Sales, Engineering, Production, Logistics, Finance, vendors, and installation partners.

The ideal candidate combines strong customer service leadership with project management, operational problem-solving, and the ability to use ERP/CRM data and performance metrics to drive better execution.

KEY RESPONSIBILITIES

• Lead and develop the customer service team, establishing clear expectations, accountability, training, and consistent service standards
• Own complex and escalated customer issues, driving timely resolution while maintaining strong customer relationships and company commitments
• Develop, document, and continuously improve customer service policies, procedures, workflows, and communication standards
• Oversee field installation activities across multiple project locations, including installation schedules, installer capacity, site readiness, delivery sequencing, and customer access requirements
• Serve as a senior escalation point for installation challenges involving product shortages, damage, delays, site constraints, labor coordination, and punch-list resolution
• Coordinate internal teams, customers, vendors, subcontractors, and installation partners to support successful project execution
• Establish repeatable field installation standards and performance expectations for internal teams and third-party partners
• Serve as a functional leader for ERP and CRM usage within customer operations, ensuring accurate order status, project information, issue tracking, installation milestones, and customer communication
• Use operational data, service metrics, project information, and customer feedback to identify trends, root causes, service risks, and opportunities for improvement
• Develop and monitor meaningful KPIs and provide concise performance reporting and recommendations to leadership
• Manage multiple customer and installation initiatives simultaneously while balancing schedules, budgets, quality, customer expectations, and internal capacity
• Maintain strong project discipline around schedules, documentation, drawings, order requirements, change management, and issue resolution
• Identify potential project and customer risks early and develop practical recovery plans when challenges arise
• Promote accountability, urgency, collaboration, and continuous improvement across customer service and field operations

QUALIFICATIONS

• 5+ years of progressive experience in customer service, customer operations, project management, field installation, or a related function
• Leadership or team management experience strongly preferred
• Demonstrated ability to manage complex customer issues and coordinate projects involving multiple internal and external stakeholders
• Experience coordinating multiple projects, installation locations, or customer sites with competing deadlines
• Strong ERP experience with the ability to manage and interpret order, project, service, or installation data within an enterprise system
• Experience with CRM systems preferred
• Strong analytical and critical-thinking skills with the ability to identify trends, determine root causes, establish KPIs, and translate data into practical action
• Excellent communication, negotiation, organizational, and problem-solving skills
• Ability to travel extensively during seasonal market peaks
• Bachelor's degree in Business, Project Management, Operations, Supply Chain, Interior Design, or a related field preferred; equivalent relevant experience will be considered

PREFERRED EXPERIENCE

• Experience within furniture manufacturing, contract furniture, commercial interiors, student housing, hospitality, or another project-driven environment
• Hands-on project management experience supporting complex customer projects, installations, or multi-site rollouts
• Experience managing third-party installation partners, subcontractors, field crews, or service providers
• Experience developing dashboards, reports, SOPs, service-level metrics, or process improvement programs
• Experience coordinating across Sales, Engineering, Production, Logistics, Finance, vendors, customers, and field teams
• Comfort operating in a fast-paced manufacturing environment where customer expectations, production requirements, logistics, and field conditions must be balanced in real time