Office Operations & Customer Experience Lead

Johnson Brothers Liquor Company; San Antonio (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health benefits

401(k) with match

Short-term disability

Long-term disability

Paid time off

Parental leave

Job summary

Johnson Brothers, a family-owned wine, spirits, and beer distributor, is seeking a Senior Office Manager to lead our Office Team and ensure every interaction reflects our commitment to quality and care. You’ll provide leadership, training, and day-to-day guidance to deliver responsive, accurate, and friendly support for customers and internal partners.

The role requires supervising staff, partnering with Commercial and Operational leadership, and managing administrative costs while driving

Qualifications

• 5+ years of experience in office management and team leadership.
• Ability to coach, develop, and motivate a team in a fast-paced environment.
• Excellent communication, problem-solving, and relationship-building skills.
• Understanding of customer service software, databases, and reporting tools.
• High level of organization, attention to detail, and ability to manage multiple priorities.

Responsibilities

• Supervise, lead, and mentor staff while maintaining high levels of customer service.
• Collaborate with Commercial and Operational leadership to align administrative practices.
• Document and roll out new ways of working or guidelines to improve efficiency and customer experience.
• Oversee administrative costs and budgetary guidelines; assist with meetings and events.
• Oversee Customer Service and Accounts Receivable; ensure cross-training and coverage.
• Lead talent development and performance management.
• Track metrics like response times and first contact resolution; resolve escalations.
• Conduct one-on-one meetings to set goals and identify development areas.
• Foster positive culture across departments and cross-department relationships.
• Retain and store records per Records & Retention Policy.
• Perform other duties as needed.

Skills

Team leadership

Coaching

Communication

Customer service software

Organization

Strategic thinking

Customer focus

Tools

CRM software

Databases

Reporting tools

Job description

Johnson Brothers, a family-owned wine, spirits, and beer distributor, is seeking a Senior Office Manager to lead our Office Team and ensure every interaction reflects our commitment to quality and care. You’ll provide leadership, training, and day-to-day guidance to deliver responsive, accurate, and friendly support for customers and internal partners.

The role requires supervising staff, partnering with Commercial and Operational leadership, and managing administrative costs while driving