Operations Leader, Customer Success & Quote-to-Order

TruStile Doors, LLC

Thornton, Northern (CO, KY)

Hybrid

USD 91,000 - 114,000

Full time

14 days+

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Job summary

TruStile Doors, LLC in Thornton, CO is seeking an Account Management Operations Manager to lead customer service operations and partner with leadership to optimize quote-to-order processes. The role focuses on evaluating performance metrics, reducing non-value-added activities, leveraging AI-enabled solutions, and driving cross-functional improvements across the residential accounts team.

This exempt, full-time position offers impactful opportunities in customer experience and operational

Qualifications

Bachelor's degree in Business Administration, Operations Management, Customer Experience, or related field.
5+ years in customer service, customer success, account management, operations, or related roles.
Experience analyzing business processes and implementing improvements.
Experience with performance metrics and analytics.
Experience leading cross-functional initiatives and customer-facing teams.
Experience in manufacturing or made-to-order environments preferred.

Responsibilities

Manage customer service operations in partnership with Customer Success, Account Management, and Order Management teams while evaluating and optimizing end-to-end quote-to-order processes.
Identify opportunities for process improvements and customer experience enhancements by observing day-to-day work of customer service, Account Managers, and customers.
Analyze team and individual performance metrics and recommend enhancements that drive accountability, efficiency, and service excellence.
Lead continuous improvement initiatives focused on customer service performance, productivity, quality, customer satisfaction, and operational effectiveness derived from job tools.
Identify training gaps across teams and develop strategies to improve onboarding, knowledge transfer, and ongoing development.
Leverage AI tools and emerging technologies to enhance documentation, training materials, knowledge management, and team effectiveness.
Assess existing tools and systems, identify improvement opportunities, and recommend new solutions that support business objectives.
Partner with leadership to identify and prioritize enhancements to TruQuote and other customer-facing tools.
Analyze order status and workflow trends to identify bottlenecks and opportunities for process optimization.
Identify customer behaviors, processes, or interactions that can be improved to enhance both customer experience and internal productivity.
Lead cross-functional projects addressing key business opportunities and operational challenges.
Present recommendations and project outcomes to leadership and support implementation efforts across the organization.