Regional Client Services Manager (East)

Oldcastlebuildingenvelope; Dallas (TX); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive benefits

PTO and flexible holidays

Pay-for-performance culture

Training and skill development

Job summary

Oldcastlebuildingenvelope is seeking a Regional Client Service Manager to oversee customer service operations across multiple branches in Dallas, Texas. You will lead a team of 13 service leads, ensuring performance meets service standards while continuously developing your team's capabilities.

The ideal candidate has over 5 years of leadership experience in customer service or operations, strong communication skills, and experience in managing multi-site teams.

The position offers competitive benefits, a pay-for-performance culture, and opportunities for annual raises.

Qualifications

• 5+ years of customer service or operational leadership experience.
• Proven ability to lead, coach and develop teams across multiple locations.
• Experience working within multi-site operational environments.

Responsibilities

• Lead and support customer service operations across multiple locations.
• Drive accountability to OBE service standards and operational procedures.
• Own KPI performance including response times and customer satisfaction.

Skills

Customer service

Leadership

Communication

Conflict resolution

SAP or ERP experience

Education

Bachelor's degree (preferred)

Tools

8x8 or similar customer interaction platform

Job description

Come Join Us!

From apartments in New York to hospitals and stadiums in Dallas, libraries at prestigious universities to creating modern retail experiences, our teams contribute architectural glass and building products to projects that shape the way people live, work, heal, learn, and play. At OBE, the work of our employees truly matters. With over 6,500 employees, we operate more than 80 manufacturing and distribution facilities in five countries. You can see some of our favorite projects here.

Start your journey with OBE and help us build the future.

What You'll Get to Do

As a Regional Client Service Manager, you'll lead & support customer service operations across multiple branch locations in your assigned region. You'll be the go-to leader for a team of ~13 branch CS leads -- coaching, developing, & holding them accountable to the service standards that keep our customers coming back.

Key Responsibilities:

• Lead, coach & performance manage regional customer service personnel across branch locations
• Drive accountability to OBE service standards, policies & operational procedures
• Own KPI performance -- response times, order accuracy, customer satisfaction, escalation resolution & productivity
• Partner with our Trainer, Client Services to coordinate onboarding, refresher training & employee development
• Identify service gaps, process inefficiencies & training opportunities across the region
• Support succession planning & talent development within the CS organization
• Collaborate with operations & supply chain to improve order flow, inventory visibility & customer responsiveness
• Champion a customer‑first culture across every branch interaction

Travel as needed to support branch operations, training rollouts & performance management

What We Are Looking For

We're looking for a people‑first leader with a track record in multi‑site customer service or operations. Someone who can walk into a branch, build trust fast, & drive performance without losing sight of the people behind it.

• 5+ years of customer service, call center, logistics, distribution, or operational leadership experience
• Previous supervisory or people management experience
• Proven ability to lead, coach & develop teams across multiple locations
• Strong communication & conflict resolution skills
• Experience working within multi‑site operational environments
• SAP or ERP system experience
• Comfortable with regional travel

Preferred:

• Bachelor's degree preferred: Business, Supply Chain, Operations, Communications, or related
• Experience in architectural hardware, glass & glazing, or building materials
• Background supporting customer service transformation or continuous improvement initiatives
• Familiarity with 8x8 or similar customer interaction platform
• Bilingual or multilingual a plus in our diverse branch environments

What OBEOffers You

• Benefits that benefit you – industry competitive benefits at the lowest cost to the employee
• Work‑life balance – PTO and holidays, including floating holidays you can choose
• Compensation that rewards your hard work – A pay‑for‑performance culture with potential for annual raises and bonuses
• Training – We will equip you with the knowledge and skills you need to succeed

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