Sr. Manager, Services Program

Overhead Door Corporation; Lewisville (TX); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dynamic leader to manage multiple Retail Services Care teams. This role involves hiring, training, and coaching call center managers while ensuring program profitability and compliance. You will establish goals, monitor performance, and analyze data to enhance efficiency and customer satisfaction. Join a forward-thinking company where your leadership can make a significant impact on service excellence and team performance. If you're passionate about driving success in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Strong coaching and leadership skills to motivate employees.
• Experience in retail home improvements and install sales is a plus.

Responsibilities

• Manage daily functions of Retail Services Care teams.
• Ensure staff meet service levels and take corrective action as needed.
• Analyze call center data to improve processes and customer satisfaction.

Skills

Coaching and leadership skills

Professional communication

Retail home improvements experience

Accounts Receivable and Payable understanding

Multi-tasking

Education

High School Diploma or Equivalent

Job description

To manage the daily functions of multiple Retail Services Care teams, management of retail installation service levels and implementation of all retail install program to ensure success of the retail service programs.

Location

• Corporate offices in Lewisville, TX

Reports to

• Director, Retail Install Programs
• Retail Install Program Managers

Responsibilities

Essential Duties and Responsibilities

• Hiring, training, coaching, and leading call center managers
• Manage P&L for the Retail Services Customer Care teams and develop methods to ensure program profitability.
• Establishing call center goals
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed
• Implement process management, order processing, and other Retail Services Customer Care requirements.
• Monitor performance to ensure program compliance.
• Preparing reports for management
• Analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Manage training of Call Center personnel on order processing and problem resolution.
• Analyze open order reports to ensure timely order completion and promote customer satisfaction.
• Mediate store/dealer/customer complaints as necessary to ensure timely and satisfactory resolution.

Other Responsibilities:

• Operate computer terminal, using various sites to oversee maintenance of dealer network
• Provide installer service over the telephone.
• Take, investigate and solve complaints.
• Assist team with dealer/retailers to solve customer problems.
• Provide detailed explanation of company policy and procedures in respect to Installation or Service program issues.
• Testing, implementation, training on new programs or enhancements, as required
• Other related duties as required

Qualifications

Skills/Experience Requirements

• Strong coaching and leadership skills, ability to motivate employees.
• Must be able to communicate professionally, both written and verbal, with end customers, installers, store associates and internal personnel
• Three years’ retail home improvements and/or install sales experience a plus.
• AR and AP understanding
• Prior experience with training and procedure adherence
• Must be able to multi-task and perform well in a fast-paced team environment.

Education Requirements

• High School Diploma or Equivalent
• Standard office environment

Job Info

• Job Identification 3796
• Job Category Retail Sales
• Posting Date 04/30/2025, 02:49 PM
• Job Schedule Full time
• Job Shift Day
• Locations 2501 S State Hwy 121 Business, Lewisville, TX, 75067, US

2501 S State Hwy 121 Business, Lewisville, TX, 75067, US