Senior Office Manager: Customer Experience & Operations

Johnson Brothers; San Antonio (TX); On-site; USD 60,000 - 86,000; Full time

Benefits offered by this job

Health benefits

401(k) with employer match

Disability coverage

Paid time off

Parental leave

Life insurance

Health savings account

Flexible spending accounts

Job summary

Johnson Brothers, a family-owned wine, spirits, and beer distributor, is seeking an experienced Senior Office Manager to lead our Office Team and uphold our commitment to quality, accuracy, and care. You’ll provide leadership, training, and day-to-day guidance to ensure responsive, accurate, and friendly support.

In this role you’ll supervise staff, partner with Commercial and Operational leadership, manage administrative budgets, oversee customer service and accounts receivable, and drive

Qualifications

• 5+ years of experience in office management and team leadership.
• Strong ability to coach, develop, and motivate a team in a fast-paced environment.
• Excellent communication, problem-solving, and relationship-building skills.
• Strong understanding of customer service software, databases, and reporting tools.
• High level of organization, attention to detail, and ability to manage multiple priorities.
• Strategic thinker who can identify improvements and lead change effectively.
• Customer-focused mindset and a passion for delivering great service.

Responsibilities

• Supervise, lead, and mentor staff, prioritizing work and maintaining high levels of customer service.
• Works closely with the Commercial and Operational leadership to ensure administrative practices are adhered to by all parties, providing support and guidance as needed.
• Document and roll out additional ways of working or guidelines to improve efficiency as well as customer experience.
• Directly oversee administrative costs within the organization, including budgetary guidelines for administrative supplies, overtime, and planning and assisting with execution of meetings and events.
• Oversee Customer Service and Accounts Receivable personnel, delegating key daily, weekly, and monthly tasks, while ensuring cross-training and coverage.
• Lead talent development for office team members, as well as performance management when necessary.
• Track key metrics such as response times, first contact resolution, and resolve escalated customer service issues.
• Identify key customer concerns and elevate to appropriate personnel as needed to ensure concerns are addressed and rectified in a timely manner.
• Conduct one-on-one meetings with each staff member to determine goals, recognize achievements, and identify areas of development
• Partners will other leaders to build positive company culture within the organization and across all departments, as well as fostering cross-departmental relationship building.
• Retain and store records in accordance with Company Records & Retention Policy
• Perform other duties as determined by business needs.

Skills

Leadership

Coaching

Communication

Organization

Strategic thinking

Customer service

Team motivation

Tools

CRM software

Databases

Reporting tools

Job description

Johnson Brothers, a family-owned wine, spirits, and beer distributor, is seeking an experienced Senior Office Manager to lead our Office Team and uphold our commitment to quality, accuracy, and care. You’ll provide leadership, training, and day-to-day guidance to ensure responsive, accurate, and friendly support.

In this role you’ll supervise staff, partner with Commercial and Operational leadership, manage administrative budgets, oversee customer service and accounts receivable, and drive