Job Description

Job Description

About The Role

As a Customer Operations Manager, you’ll be at the heart of our customer support operations—leading call center teams, resolving complex issues, and delivering a seamless, world-class experience that turns customers into lifelong fans.

Location: Customer Services Department –Sugar Notch, PA

Schedule: Monday-Friday , 9:00AM-5:30PM

Key Responsibilities

• Lead & Develop: Support and coach Team Managers to consistently meet and exceed performance goals, while actively identifying development needs across teams.
• Elevate the Customer Journey: Work closely with internal departments to implement systems and processes that enhance the overall customer experience—keeping our teams informed with the latest product, policy, and operational updates.
• Resolve & Prevent Escalations: Address and resolve complex or escalated concerns raised by team leaders and advisors—ensuring issues are managed proactively and professionally.
• Performance & Growth: Conduct performance reviews, set clear objectives, and recommend individual and team training programs to foster growth and improve results.
• Ensure Operational Excellence: Ensure that your team maintains compliance with Wren’s policies and procedures while promoting a customer-first culture.
• Collaborate Cross-Functionally: Partner with logistics, product, and technology teams to streamline communications and drive consistent service improvements.

Why Join Our Team?

• Competitive salary with bonus potential
• Full benefits package, including health, dental, and vision insurance
• Paid time off, sick leave, and holiday pay
• Fully paid training and career progression opportunities
• Supportive, inclusive, and forward-thinking work environment
• Be part of a growing team that’s redefining the customer experience in home improvement

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