Director of Customer Operations

Omega Force Appliance Repair; Naples (FL); Hybrid; USD 95,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) with match

FSA for medical and dependent care

PTO and paid holidays

Job summary

Omega Force Appliance Repair is expanding and seeking a Customer Operations Lead to own and build the customer operation. You will sit on the management team with field operations, technician support, revenue management, and marketing, shaping hiring, coaching, and scheduling for inbound reps.

You will drive booking conversions, schedule optimization, and delivery of a consistent, high-quality customer experience across channels.

Qualifications

• Managed and coached a team — contact center, call center, or multi-unit retail all count.
• Worked with real contact center metrics (service level, handle time, occupancy, abandon rate, CSAT) to drive staffing decisions.
• Coached a team toward a conversion/booking/attach-rate target and moved it.
• Built or ran a quality program, developing top reps and addressing underperformance.
• Turned around underperformers instead of replacing them.
• Moved a metric and demonstrated clear before/after impact.

Responsibilities

• Own the entire customer operation and build it for scale.
• Lead hiring, coaching, performance, scheduling for inbound reps.
• Coach and improve booking conversion and schedule adherence.
• Define and track CSAT, quality reviews, and channel performance.
• Own escalation handling and B2B partner response targets.
• Plan for new markets with day-one readiness.

Skills

Team management

Contact center metrics

Booking conversion

Quality program

Performance improvement

Metrics impact

Job description

Omega Force Appliance Repair just made the Inc. 5000 — Inc. magazine's list of the fastest-growing companies in America. We're opening new markets across the country, fast. And the thing that will make or break that expansion is whether every single customer gets a quick, easy, genuinely great experience.

Here's where we actually are: five customer care reps, three channels, and a whole lot of untapped potential. Most of our incoming calls are prospects deciding whether to book service with us — so this team isn't a cost center. It's our front door and a serious chunk of our revenue.

There are very few metrics or SLAs in place, and no quality program at all. No staffing model. Live chat isn't live. We know what needs to get built, and we're looking for the person who wants to build it.

That's this job. You'll own the entire customer operation and get to construct it the way you've always thought it should be done — and you'll be responsible for making sure our team delivers a great experience to every customer, every time.

You'll be a key part of our team

You’ll sit on our management team and work shoulder-to-shoulder with field operations, technician support, revenue management, and marketing.

What you'll own

The team.

Five inbound customer care reps today, more as we grow. Hiring, coaching, performance, scheduling — all yours.

Booking conversion.

Most callers are choosing between us and the next company on their list. Coaching that conversion rate up is the highest-leverage thing you'll do here.

The numbers.

Dig into our call, chat, and email volume and tell us how many people we actually need, and when.

Quality.

Build the metrics and the scorecard. Run call and chat reviews. Put a simple, effective CSAT system in place. Prove customers are happy instead of hoping they are.

The channels.

Scripts that don't sound like scripts. Live chat, launched by you. Better text and email templates.

Filling the schedule.

On any given day we have customers waiting their turn and open slots from cancellations. Every one of those is a chance to call someone and be their hero — move their appointment up, fill the gap, everybody wins.

Our B2B accounts.

Warranty and commercial partners with real response and resolution targets. You make sure we hit them — and you're who they call when something goes sideways.

Escalations.

The hard ones come to you.

New markets.

As we open new cities, you make sure customer operations is ready on day one.

Who we're looking for

Someone who's been doing all the pieces inside a bigger organization and is ready to run the whole thing.

That might be you if you've:

• Managed and coached a team — contact center, call center, or multi-unit retail all count
• Worked inside real contact center metrics (service level, handle time, occupancy, abandon rate, CSAT) and used them to make actual staffing decisions
• Coached a team against a conversion, booking, or attach-rate target and actually moved it
• Built or run a quality program — including developing your strongest reps and having the hard conversations with the ones who kept falling short
• Turned an underperformer around instead of just replacing them
• Moved a metric and can tell us the before and after

Experience in home services, field services, or any booking- or dispatch-driven business is a big plus, but it isn't required. We'll teach you appliances.

Being straight with you

• This is a build, not a maintain. If you're looking for a mature system to optimize, this isn't it.
• You'll get on the phones. Not as your day job — but when volume spikes or someone's out, you're in the queue with everyone else. Expect real time there in your first 90 days, too. It's the fastest way to learn this business cold.
• Our team is spread across multiple markets. If you've only ever managed people you can see, that's a real adjustment.
• Conversion and care pull against each other. Push too hard on booking and satisfaction slips. You own both numbers, and finding that line is genuinely part of the job.

The details

• $95,000 base + up to $15,000 annual bonus, tied to booking conversion, schedule and response targets, B2B response targets, and customer satisfaction
• Health, dental, vision, and life insurance; 401(k) with match; FSA for medical and dependent care; PTO and paid holidays
• Based out of our new SW Florida (Naples/Fort Myers) office, with a hybrid schedule
• Most of our customer care team works 8am–5pm
• Occasional travel to our Minnesota and other regional offices