Senior Customer Operations Manager

Wren; Sugar Notch Borough (PA); On-site; USD 58,000 - 65,000; Full time

Job summary

Wren Kitchens is seeking a Senior Customer Operations Manager to enhance their customer support operations at their Sugar Notch location. The role involves leadership of call center teams, optimizing customer services, and ensuring high standards of customer experience. Offering a competitive salary and bonus structure, Wren promotes an inclusive and supportive work culture.

Benefits

Health, dental, and vision insurance

Paid time off and sick leave

Fully paid training

Career progression opportunities

Qualifications

• Experience leading high-performing teams in a Contact Centre environment.
• Excellent verbal and written communication skills.
• A strong sense of ownership and determination to resolve issues.

Responsibilities

• Oversee and monitor team caseloads for effective engagement with stakeholders.
• Manage complex complaint escalations and analyze customer service processes.
• Lead and develop team performance to achieve customer service targets.

Skills

People management

Organizational skills

Communication

Customer service

Problem resolution

Tools

Microsoft Office

Job description

$58,160 - $64,160 per year DOE plus $1,700 quarterly bonus

At Wren Kitchens we offer affordable luxury kitchens, proudly manufactured in the USA. We are more than just a kitchen manufacturer; we know that the kitchen is the heart of the home, where families gather, meals are shared, and memories are made.

Our unprecedented growth in the USA means that we are actively seeking outstanding individuals to join our teams. If you're passionate about making a difference, and thrive in a collaborative environment, then Wren Kitchens is the place for you.

Don't miss out on this opportunity to be part of something extraordinary – join Wren Kitchens and shape your success!

About The Role

At Wren, we believe exceptional service is just as important as exceptional products. As a Senior Customer Operations Manager, you’ll be at the heart of our customer support operations—leading call center teams, resolving complex issues, and delivering a seamless, world-class experience that turns customers into lifelong fans.

Location:Customer Services Department –Sugar Notch, PA
Salary Range:$58,160–$64,160 per year + Performance-Based Bonus (DOE)

Schedule: Monday-Friday, 9:00AM-5:30PM

Key Responsibilities of This Role Include:

Oversee, allocate, and monitor caseloads at both team and individual levels to ensure advisors are effectively engaging with dispute resolution providers, solicitors, and suppliers.

Manage complex, high-risk, or high-profile/media complaint escalations, including those directed to the Managing Director (MD).

Analyze existing customer service processes and strategies, identifying and implementing improvements aligned with departmental needs.

Ensure fair and reasonable decision-making by management when resolving customer issues, based on a thorough review of internal and customer-provided evidence.

Design, implement, and measure key processes aimed at improving multiple customer service KPIs.

Lead and develop the team by proactively addressing underperformance and recognizing high achievers to drive engagement and results.

Oversee Quality Assurance teams to ensure compliance with processes and procedures, maintaining consistently high standards across all customer touchpoints in line with SLAs.

About You

Essential Skills and Knowledge:

A strong sense of ownership and determination to see issues through to full resolution

Effective people management skills, including team building, motivation, and conducting interviews

Experience leading high-performing teams, ideally within a Contact Centre environment

Strong organizational and time management skills, with the ability to prioritize effectively

Excellent verbal and written communication skills, adaptable to various audiences

Demonstrated ability to perform and adapt in a fast-paced, dynamic environment

Proficiency in Microsoft Office and general computer literacy

Proven track record of leading internal customer service teams to deliver results

Experience engaging with key stakeholders across the business, with the ability to remain composed and effective under pressure

Why Join Wren:

Competitive salary with bonus potential

Full benefits package, including health, dental, and vision insurance

Paid time off, sick leave, and holiday pay

Fully paid training and career progression opportunities

Supportive, inclusive, and forward-thinking work environment

Be part of a growing team that’s redefining the customer experience in home improvement

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