Customer Experience & Operations Manager

Customer Experience & Operations Manager

Floor Coverings International is a locally owned and operated franchise committed to transforming homes and commercial buildings with high-quality flooring solutions and white-glove service. We believe that exceptional customer experiences are built on trust, communication, and flawless execution - from the first phone call to the final install.

We're looking for a Customer Experience & Operations Manager who's equal parts logistics coordinator, tech-savvy problem solver, and customer champion. You'll be the operational backbone of our business - streamlining project workflows, managing client communications, and ensuring every step of the customer journey runs smoothly and efficiently. This is the perfect role for someone who enjoys making systems work better, thrives on keeping things organized, and genuinely cares about creating a seamless, stress-free experience for clients.

Compensation, Benefits & Perks:

• Salary: $40,000–$60,000 based on experience
• Performance-Based Bonuses
• Profit Sharing Plan
• Paid Time Off, including national holidays
• Laptop & Tools Provided
• Team Culture Focused on Growth & Support
• Ongoing Training & Development Opportunities
• Company Events & Team Celebrations
• Full-Time, Monday–Friday Schedule (occasional weekends for special events)

Key Responsibilities:

• Client Experience Oversight: Serve as the primary point of contact for customers, guiding them through scheduling, updates, and follow-up with a high level of care and precision.
• Convert Leads to Appointments: Taking leads from various sources and turning them into appointments for the sales team.
• Project Logistics Coordination: Manage calendars, job timelines, and materials flow to ensure on-time project execution.
• Workflow & System Optimization: Leverage technology tools like Salesforce, Excel, Vendor product websites, and scheduling platforms to streamline communication, data tracking, and project management.
• Real-Time Problem Solving: Anticipate bottlenecks, proactively resolve scheduling or supply issues, and maintain smooth handoffs between sales, installers, and clients.
• Team Collaboration: Lead weekly project meetings, share operational insights, and support alignment between team members.
• Data & Admin Management: Keep customer records and job statuses up to date, collaborate with our bookkeeping team for financial accuracy, and track KPIs.
• Event & Marketing Support: Help plan and attend home shows and community events to support lead generation and brand visibility.
• Reputation Management: Actively gather client feedback and follow up post-project to support 5-star reviews and referrals.

Ideal Candidate Profile:

• Tech-Savvy: Comfortable using and learning software platforms (e.g., Salesforce, CRM tools, scheduling apps, spreadsheets). You enjoy streamlining processes and using data to make decisions.
• Logistics-Oriented: Strong sense of timing, resource coordination, and anticipating potential roadblocks before they occur.
• People-Centered: Excellent communication skills - friendly, clear, and confident whether by phone, email, or in person.
• Proactive & Self-Directed: You don't wait to be told what needs to be done, you see what's coming and act on it.
• Detail-Oriented & Organized: You're the kind of person who keeps everything on track, double-checks the details, and never lets anything fall through the cracks.
• Customer Experience Enthusiast: You care about people having a great experience and take pride in making that happen.
• Bilingual (English/Spanish) is a plus but not required.

If you love combining technology, operations, and customer care to create standout experiences, we'd love to meet you!