Senior Manager of Customer Service; Call Center

Position: Senior Manager of Customer Service (Call Center)
Senior Manager of Customer Service

National Carwash Solutions has grown over the past 53 years to become North America's largest equipment, service, and cleaning solutions provider in the car wash industry. Our world-class brands are backed by the largest service network in the country with more than 500 dedicated service professionals and growing! Come join us for an extraordinary career in a high-growing, team-oriented company!

Job Summary:

The Senior Manager of Customer Service is a strategic leadership role responsible for overseeing all customer service operations for NCS Car Wash. This position provides executive-level leadership to the customer service organization, driving customer satisfaction, operational excellence, and cross-functional collaboration with RDC operations, logistics, tech support, IT, Finance and dispatch teams.

The Senior Manager develops and implements customer service strategies, manages a team of 2-3 Customer Service Supervisors overseeing 10-15 Customer Service Representatives, and serves as the primary escalation point for complex customer issues while ensuring alignment with broader distribution goals and company objectives.

Job Duties:

Strategic Leadership & Vision

* Develop and execute comprehensive customer service strategy aligned with distribution objectives and company growth plans

* Establish customer service standards, KPIs, and service level agreements (SLAs) for order processing, response times, and issue resolution

* Lead continuous improvement initiatives to enhance customer experience, reduce order errors, and improve delivery accuracy

* Identify trends in customer issues and collaborate with RDC operations to implement systemic solutions (e.g., packing standards, order visibility)

* Drive technology adoption and process improvements including CRM optimization, case management systems, and automation opportunities

* Partner with IT on leading AI enhancements

Team Leadership & Development

* Recruit, hire, and develop high-performing Customer Service Managers and build succession planning for key roles

* Provide strategic direction, coaching, and performance management to Customer Service Managers

* Establish clear expectations, accountability structures, and career development pathways for the customer service organization

* Conduct regular performance reviews, identify skill gaps, and implement training programs to elevate team capabilities

* Foster a culture of customer-centricity, accountability, and continuous improvement across the team

* Model leadership behaviors and maintain high standards for professionalism, responsiveness, and problem-solving

Operational Excellence & Process Management

* Oversee daily customer service operations ensuring consistent service delivery across all RDC geographical locations

* Establish and monitor key performance indicators including order accuracy, response time, first-call resolution, customer satisfaction (CSAT), and Net Promoter Score (NPS)

* Develop and consistently execute standard operating procedures for order processing, RMA handling, customer escalations, and emergency parts requests

* Implement quality assurance processes including call monitoring, case review, and customer feedback analysis

* Ensure compliance with 5-day parts SLA, 3-day chem SLA, and immediate action protocols for urgent customer requests

* Manage escalation protocols and serve as final point of contact for complex customer issues requiring executive-level resolution

Cross-Functional Collaboration

* Partner with RDC Managers to address operational issues impacting customer experience (damaged deliveries, packing standards, inventory accuracy)

* Collaborate with Dispatch and tech support operations to optimize service call routing, improve IVR systems, and enhance field technician coordination

* Work with Finance/Accounting teams on billing issues, invoice discrepancies, and account setup/reconciliation

* Interface with IT/Systems teams on CRM enhancements, case management tools, order visibility platforms, and technology integration

* Coordinate with Sales and Account Management (Finance) on customer onboarding, account structures, and strategic customer…