Operations Manager - Support Center

Surface Experts of Northeast Philadelphia; Spokane (WA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Free food & snacks

Wellness resources

401(k) matching

Bonus based on performance

Flexible schedule

Job summary

Surface Experts is seeking a Support Center Operations Manager to oversee day-to-day operations, staffing, onboarding, performance management, and franchisee support, working closely with the Support Center Director to ensure KPI achievement and high-quality service. The role focuses on optimizing processes, improving efficiency, and driving franchisee satisfaction within a busy, on-site Spokane operation.

This is a full-time, on-site position with a focus on continuous improvement and strong

Qualifications

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

Responsibilities

• Team Hiring & Onboarding: Lead the hiring and onboarding for Support Center members.
• Performance Management: Conduct monthly check-ins and biannual reviews for Direct Reports.
• Franchisee Education & Support: Educate franchisees on SOPs and processes.
• Operational Excellence: Monitor performance and drive efficiency and franchisee satisfaction.
• Strategic Partnership: Collaborate to evolve operations and drive engagement.

Skills

Management experience

Team leadership

Onboarding

Performance management

Franchisee support

Education

High School Diploma

Job description

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.

Benefits

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

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

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, Affirmitive 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]