Operations Manager - Support Center

Surfaceexperts; Spokane (WA); Hybrid; USD 75,000 - 105,000; Full time

Benefits offered by this job

Free food & snacks

Wellness resources

401(k) matching

Bonus based on performance

Flexible schedule

Job summary

Surfaceexperts is seeking a dedicated Support Center Operations Manager to oversee day-to-day operations, staffing, onboarding, performance management, franchisee support, and continuous process improvement. This role partners with the Support Center Director to ensure high-quality service and KPI attainment.

Responsibilities include hiring/onboarding, coaching, franchisee education, and driving operational excellence to enhance franchisee engagement and satisfaction.

Qualifications

• High School Diploma or GED required.
• 3+ years of management experience.
• Experience working in a fast-paced environment.
• Call Center experience is a plus.

Responsibilities

• Lead the hiring and onboarding process for all Support Center team members, including Inbound, AR, and QC.
• Conduct monthly check-ins and biannual performance reviews for Direct Reports, upholding KPIs and job requirements.
• Educate franchisees on Support Center SOPs and processes, manage franchisee expectations, and elevate issues to the SCD when appropriate.
• Monitor support center performance and identify opportunities to improve efficiency, quality, consistency, and franchisee experience.
• Collaborate with the SCD to evolve and improve Support Center operations, develop new services and SOPs, and strengthen partner relationships.

Skills

Team leadership

Onboarding & training

Performance management

Franchisee support

Staffing

KPIs & analytics

Education

High School Diploma or GED

Tools

FUSE

Job description

Benefits:

• Free food & snacks
• Wellness resources
• 401(k) matching
• Bonus based on performance
• Flexible schedule

Role Overview

The Support Center Operations Manager is responsible for the day-to-day operational effectiveness of the Support Center, including team staffing, onboarding, performance management, franchisee support, and continuous process improvement. This role partners closely with the Support Center Director (SCD) to ensure the team consistently delivers high-quality service, meets operational KPIs, and supports franchisee satisfaction and engagement.

Key Responsibilities

• Team Hiring & Onboarding: Lead the hiring and onboarding process for all Support Center team members, including Inbound, Accounts Receivable (AR), and Quality Control (QC). Maintain and continuously improve Support Center Representative training materials and resources within FUSE.
• Performance Management: Conduct monthly check-ins and biannual performance reviews for Direct Reports (DRs), holding team members accountable to established KPIs, performance expectations, and job requirements. Provide ongoing coaching, development, and corrective action when appropriate.
• Franchisee Education & Support: Educate franchisees on Support Center SOPs and processes, manage franchisee expectations and preference requests in a solution orientated way, monitor the Support Center Feedback inbox, and elevate issues to the SCD when appropriate.
• Operational Excellence: Monitor support center performance and identify opportunities to improve efficiency, quality, consistency, and the overall franchisee experience.
• Strategic Partnership: Collaborate with the SCD to evolve and improve Support Center operations, develop new services and SOPs, maintain key partner relationships, and drive franchisee engagement, adoption and satisfaction.

Monthly Performance KPIs

• Support Center Team Error Rate: ≤ 2.5%
• Franchisee Satisfaction: ≥ 75% Support Center survey satisfaction score, representing at least 51% of supported revenue
• SENet Ticketing Engagement: ≥ 75%
• Support Center Team Retention: ≥ 40%

Required Qualifications:

• High School Diploma, or GED equivalent
• 3+ years of management or supervisory experience
• Experience working in a fast-paced environment
• Call Center Experience is a plus

Benefits include:

• Full time - 40 hours
• Variety of shifts offered, between 6:00 am and 5:00 pm
• No nights or weekends
• Paid holidays, sick leave, and vacation days
• Health Reimbursement Account with monthly company contributions
• Monthly performance-based bonuses, in addition to base pay
• Paid parking at our downtown location
• Paid lunch breaks
• Advancement opportunities & internal growth
• Welcoming, open-minded, and low stress office environment
• Consistent customers that are happy with our services and book with us often
• Helping small business owners (our franchisees) - not just a huge corporate company

We are looking for a detail-oriented person who enjoys working with a team and has a heart to serve others.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Ability to communicate orally. Hearing and vision within normal ranges with or without an assisted hearing device.
• No heavy lifting is expected, though occasional exertion of up to 25 lbs. of force may be required.
• The position is full-time in-person/on-site.
• The job is primarily performed indoors in a traditional office setting. Extended periods of sitting and extensive work at a computer and phone are normal.

Surface Experts is an Equal Opportunity, Affinitive Action Employer. Qualified applicants are considered without regard to race, color, religion, citizenship, sex (including gender identity, gender expression and pregnancy), sexual orientation, age, national origin, military or veteran status, political preference, marital status, mental or physical disability including medical condition), genetic information or other status protected by law. If you require an accommodation in order to apply to this position, please contact your local recruiting representative at [e-mail]