Job Description

Join a Fast-Growing Team at Repipe Specialists

At Repipe Specialists, we’re leading the way in providing top-tier repiping solutions—and we’re growing fast. We’re looking for a Customer Service and Operations Manager who thrives in dynamic environments, excels at leading high-performing teams, and is passionate about delivering exceptional customer experiences.

This role is ideal for a hands-on leader who blends operational excellence with customer service expertise. You’ll oversee daily contact center operations, lead scheduling workflows, and drive continuous process improvement across our multi-family repipe division.

What You’ll Own

Operations Leadership & Efficiency

• Manage and continuously improve daily workflows across the customer service and operations team.
• Build, implement, and refine standard operating procedures (SOPs) to improve efficiency and scalability.
• Track performance metrics (KPIs), analyze trends, and take action to drive results.

Customer Experience Management

• Champion a customer-first mindset across every interaction.
• Work cross-functionally with project managers, shop partners, and field teams to resolve escalations and ensure service expectations are met.
• Own communication strategy with customers, including updates and proactive outreach.

Team Development

• Lead, coach, and develop a customer service and field support team.
• Provide consistent feedback and guidance, fostering a high-performance and accountable culture.
• Support team hiring, onboarding, and training efforts.

Process Improvement & Technology

• Identify and solve operational inefficiencies using data and feedback loops.
• Leverage technology (NetSuite, Google Suite, Microsoft Office) to streamline workflows.
• Regularly report to senior leadership on key performance, team progress, and customer satisfaction insights.

What You’ll Bring

• 7+ years in operations or customer service leadership roles, preferably in construction, field services, or home improvement industries.
• Proven ability to lead and scale teams in fast-paced environments.
• Strong communication, collaboration, and analytical skills.
• Expertise in service delivery, team development, and cross-functional coordination.
• Experience with NetSuite or similar ERP/CRM tools.
• Bachelor’s degree preferred (Business, Operations, or related field).

Why Join Us?

• Make a direct impact on our growth and customer experience.
• Join a team of passionate, people-first professionals who care deeply about doing excellent work.
• Thrive in a flexible, remote environment with room for professional development and leadership growth.

Sound like a fit? Let’s talk.

Apply today to join the team transforming the repiping experience.

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