Support Center Ops Lead — Franchisee Success & KPIs

Surfaceexperts; Spokane (WA); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Free food & snacks

Wellness resources

401(k) matching

Bonus based on performance

Flexible schedule

Job summary

Surfaceexperts is seeking a dedicated Support Center Operations Manager to oversee day-to-day operations, staffing, onboarding, performance management, franchisee support, and continuous process improvement. This role partners with the Support Center Director to ensure high-quality service and KPI attainment.

Responsibilities include hiring/onboarding, coaching, franchisee education, and driving operational excellence to enhance franchisee engagement and satisfaction.

Qualifications

• High School Diploma or GED required.
• 3+ years of management experience.
• Experience working in a fast-paced environment.
• Call Center experience is a plus.

Responsibilities

• Lead the hiring and onboarding process for all Support Center team members, including Inbound, AR, and QC.
• Conduct monthly check-ins and biannual performance reviews for Direct Reports, upholding KPIs and job requirements.
• Educate franchisees on Support Center SOPs and processes, manage franchisee expectations, and elevate issues to the SCD when appropriate.
• Monitor support center performance and identify opportunities to improve efficiency, quality, consistency, and franchisee experience.
• Collaborate with the SCD to evolve and improve Support Center operations, develop new services and SOPs, and strengthen partner relationships.

Skills

Team leadership

Onboarding & training

Performance management

Franchisee support

Staffing

KPIs & analytics

Education

High School Diploma or GED

Tools

FUSE

Job description

Surfaceexperts is seeking a dedicated Support Center Operations Manager to oversee day-to-day operations, staffing, onboarding, performance management, franchisee support, and continuous process improvement. This role partners with the Support Center Director to ensure high-quality service and KPI attainment.

Responsibilities include hiring/onboarding, coaching, franchisee education, and driving operational excellence to enhance franchisee engagement and satisfaction.