Multi-Site Field Ops & Customer Success Lead

CyberCoders, Inc.; Houston (TX); Vor Ort; USD 95.000 - 130.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Customer service leadership

Project management

ERP systems

CRM systems

Data analysis

Effective communication

Travel flexibility

Ausbildung

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

Tools

ERP

CRM

Jobbeschreibung

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.