Operations & Client Experience Manager - Run the Show. Elevate the Experience.

Bay View Shade & Blind, Inc; Madison (WI); On-site; USD 60,000 - 90,000; Full time

Job summary

A family-owned home services company is seeking an Operations & Client Experience Manager for their new Cottage Grove location. The role involves leading the showroom, ensuring a premium client experience, and managing a small team. Applicants should have 2+ years' experience in operations or customer service, strong organizational skills, and be capable of engaging with clients. Competitive salary structure with incentives available.

Qualifications

• 2+ years of experience in operations, showroom management, or customer service.
• Experience managing people and sales support.
• Strong organizational and computer skills required.

Responsibilities

• Lead the day-to-day operations of the Cottage Grove showroom.
• Maintain a clean and organized showroom.
• Coordinate installations and service calls.

Skills

Operations management

Customer service

Team leadership

Organizational skills

Clear communication

Tools

CRM software

Scheduling tools

Job description

Operations & Client Experience Manager- Lead a new location | $60K base + performance incentives | $90K+ OTE

Bay View Shade & Blind | Cottage Grove (Madison Area)

Bay View Shade & Blind has been helping people live in comfort, style, and peace since 1926. What started in Milwaukee’s Bay View neighborhood has grown across three generations — built on quality, integrity, and doing right by the customer.

Now, we’re opening a new location in Cottage Grove, and we’re looking for the right person to launch it, lead it, and make it exceptional.

This is not a back-office role. This is a leadership position for someone who loves people, thrives on organization, and knows how to turn great service into strong results.

Compensation

• Base salary starting at $60,000
• Performance-based bonus with strong upside
• On-target earnings of $92,000+
• Bonus scales with location performance — strong results earn more

The Role

As the Operations & Client Experience Manager, you are the day-to-day leader of our Cottage Grove showroom.

You own the customer experience from the moment someone reaches out — through design, installation, and follow‑up. You keep operations tight, communication clear, and the team aligned. You set the tone, the pace, and the standard.

You’ll work closely with:

• Design Consultants
• Installers
• Bay View Shade & Blind headquarters

…and you’ll be trusted to run the location with professionalism, urgency, and care.

What You’ll Be Responsible For

Creating a Premium Client Experience

• Welcome and assist walk‑in customers and showroom appointments
• Ensure every interaction feels warm, professional, and on‑brand
• Maintain a clean, organized, inspiring showroom
• Ensure customers feel informed, cared for, and confident
• Respond quickly to phone, email, and web inquiries
• Qualify leads and schedule in‑home consultations
• Follow up on warm leads, past clients, and missed opportunities
• Provide feedback on lead quality and local performance

Scheduling & Operations

• Coordinate installations, service calls, and repairs
• Confirm appointments and ensure payment readiness
• Track orders, timelines, and customer files accurately
• Communicate changes clearly with customers and internal teams
• Coordinate remakes and resolve issues proactively

Leadership & Accountability

• Lead and support a small team (2–3 employees)
• Set expectations for professionalism, urgency, and follow‑through
• Handle challenges calmly and solution‑focused
• Act as the face of Bay View Shade & Blind in the local community

What Success Looks Like

• Customers leave reviews saying, “That was easy — and impressive.”
• Schedules run smoothly with minimal errors
• Leads are handled promptly and professionally
• Revenue and margin goals are consistently pursued
• The showroom reflects pride, order, and care
• The team knows what “great” looks like — because you model it

What We’re Looking For

• 2+ years of experience in operations, showroom management, inside sales, or customer service
• Experience managing people and sales support
• Strong organizational and computer skills (CRM, scheduling tools, spreadsheets)
• Confidence working independently and juggling multiple priorities
• Clear communicator who stays calm under pressure

Experience That Will Help You Succeed

• Experience in home services, remodeling, interior design, or luxury retail
• Experience coordinating installations or field teams
• Prior leadership or team lead experience

Why This Role Is Different

• You’re not maintaining something — you’re building it
• You’ll have real ownership and visibility
• You’ll work for a values‑driven, family‑owned company
• Your impact will be felt immediately — by customers and teammates

This role may not be the right fit if:

• You’re happiest in roles with a very narrow or highly specialized focus
• (This position spans customer experience, operations, and team leadership.)
• You prefer to work primarily behind the scenes rather than engaging with customers and teammates throughout the day
• You’re looking for a position with limited decision‑making or responsibility
• (This role offers meaningful ownership and autonomy.)
• You’re most comfortable when schedules, priorities, and workflows stay predictable
• (Launching and running a new location requires flexibility.)
• You prefer not to be involved in sales support, follow‑up, or performance tracking
• You’re seeking a role where systems and processes are already fully built
• (This opportunity involves helping shape and refine them.)

If you’re ready to lead, organize, and create standout experiences — we’d love to meet you.

👉 Apply today and help launch the next chapter of Bay View Shade & Blind.