Senior Customer Experience & Operations Lead (Brooklyn)

Poel Group; New York (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

Poel Group is seeking a hands-on Customer Service Manager in Brooklyn to oversee CS operations across call center, showroom, and in-person channels. You will lead, train, and develop teams, set quality standards, and resolve complex issues with cross-functional coordination.

Ideal candidates have proven experience managing in-office and hybrid teams, strong communication, and analytical skills to drive service improvements.

Qualifications

• Proven experience managing customer service teams across multiple channels.
• Experience in an operationally complex industry involving order management, logistics, installation, or similar.
• Demonstrated success in training, coaching, and developing employees.
• Excellent verbal and written communication skills.
• Strong sense of urgency with ability to manage competing priorities.
• Experience managing in-office and hybrid teams with consistent performance.
• Strong analytical and reporting skills to identify trends and give senior leadership recommendations.
• Familiarity with CRM systems and performance reporting tools.

Responsibilities

• Oversee customer service operations across call center, showroom, and in-person channels.
• Train, coach, and develop employees through onboarding and ongoing reviews.
• Set expectations for service quality, productivity, and accountability.
• Prioritize and resolve customer concerns promptly.
• Handle escalated complaints and complex cases through ownership and resolution.
• Monitor call quality, response times, open cases, and customer satisfaction.
• Manage in-office and hybrid teams, including staffing and workload distribution.
• Coordinate with sales, operations, logistics, delivery, installation, and vendors.
• Analyze feedback to identify trends and areas for improvement.
• Prepare regular reports for executive leadership on performance and root causes.
• Track improvement initiatives and measure outcomes.
• Collaborate with department leaders to improve workflows and escalation procedures.
• Develop training materials, service procedures, and internal processes to reduce recurring issues.

Skills

Team leadership

Multichannel support

Training & coaching

Communication skills

Analytical skills

Cross-functional collaboration

Call center ops

Tools

CRM systems

Call center software

Reporting tools

Job description

Poel Group is seeking a hands-on Customer Service Manager in Brooklyn to oversee CS operations across call center, showroom, and in-person channels. You will lead, train, and develop teams, set quality standards, and resolve complex issues with cross-functional coordination.

Ideal candidates have proven experience managing in-office and hybrid teams, strong communication, and analytical skills to drive service improvements.