Internal Operations Lead
• Company: A Advanced Septic and Construction Services
- Pay Type: Salary
- Pay Range: $100k – $125k DOE
- Reports to: Operations Manager and Chief Operating Officer
- Work Location: On-Site (Auburn, WA)
Position Summary
The Internal Operations Lead manages the CSR and dispatch teams and oversees the customer experience from the first inquiry through scheduling, service completion, and follow-up.
The primary focus is team leadership, effective dispatch, customer satisfaction, and professional, consistent communication between customers, sales representatives, and service technicians.
This position also works with marketing agencies and lead generation providers to support a consistent flow of qualified leads and improve conversion into booked work. Additionally, the manager helps develop, launch, and grow the company’s membership program.
Our War Cry
No excuses, just results.
We expect this leader to take ownership, solve problems, and follow through - delivering measurable results for our customers, our team, and our company.
Primary Responsibilities
CSR and Dispatch Team Leadership
- Manage daily CSR and dispatch activities, staffing coverage, priorities, and performance.
- Establish clear expectations for call handling, responsiveness, booking accuracy, scheduling, professionalism, and follow-through.
- Review calls, customer interactions, and dispatch decisions; provide regular coaching and training.
- Conduct team meetings, individual performance discussions, and employee reviews.
- Develop and maintain procedures, scripts, onboarding materials, and team scorecards.
- Ensure customer records, job notes, lead sources, scheduling details, and follow-up activities are accurately maintained in ServiceTitan.
- Build a team that takes ownership of customer needs and consistently follows through on commitments.
Dispatch and Scheduling
- Oversee daily scheduling and dispatch to match jobs with the appropriate technicians, equipment, service areas, and available capacity.
- Coordinate with service leaders to maintain productive schedules, efficient routes, and appropriate time for each job.
- Monitor the dispatch board throughout the day and manage adjustments for emergencies, delays, cancellations, and changes in job scope.
- Ensure technicians receive complete job information, including customer concerns, access instructions, required equipment, and commitments made during booking or sales.
- Keep customers informed of arrival windows, delays, and schedule changes.
- Coordinate with sales and service leaders to confirm sold work is ready to schedule and customer expectations are clearly documented.
- Address scheduling gaps, avoidable travel, missed appointments, and recurring dispatch issues.
- Balance schedule productivity with service quality and the company’s ability to fulfill customer commitments.
Customer Satisfaction and Communication
- Establish and reinforce standards for professional conduct and communication throughout the customer experience.
- Work with sales and service leaders to ensure customers receive accurate explanations of scope, pricing, scheduling, and next steps.
- Monitor handoffs between CSRs, dispatch, sales representatives, and service technicians so commitments and customer concerns are communicated clearly.
- Serve as the primary escalation point for customer complaints and concerns.
- Coordinate resolutions with the appropriate department leader, document commitments, and confirm completion with the customer.
- Address recurring communication problems and coordinate employee coaching or corrective action with department managers.
- Monitor customer feedback and reviews, using findings to improve service and prevent repeat issues.
- Ensure every customer concern has a clear owner and receives timely follow-through.
Agency Coordination and Lead Generation Performance
- Serve as the day-to-day contact for assigned marketing agencies, lead generation providers, and related vendors.
- Maintain regular communication regarding campaign activity, lead volume, lead quality, spending, and results.
- Hold providers accountable for agreed deliverables, reporting, and timely responses to performance concerns.
- Coordinate campaigns with leadership and operating departments to support consistent lead flow aligned with service priorities and available capacity.
- Monitor existing lead generation products and recommend improvements based on qualified leads, booked appointments, and resulting sales.
- Ensure leads are accurately tracked, promptly contacted, and followed through to a documented outcome.
- Identify where opportunities are being lost between inquiry, booking, sales follow-up, and completed work; coordinate corrective actions with the responsible leaders.
- Provide the COO with regular reporting and recommendations on provider performance and conversion opportunities.
Membership Program Development and Growth
- Work with leadership to develop and refine membership benefits, pricing recommendations, customer eligibility, and service expectations.
- Coordinate the launch and ongoing promotion of the program across customer service, sales, service, and marketing channels.
- Create enrollment procedures, customer messaging, team training, and follow-up practices.
- Coach CSRs and coordinate with sales and service leaders to ensure eligible customers are consistently offered membership.
- Maintain accurate membership records and oversee scheduling of membership services so promised benefits are delivered.
- Establish renewal, retention, and cancellation follow-up processes.
- Track enrollment, renewals, cancellations, member feedback, and program performance; recommend improvements to leadership.
Performance Accountability
Performance targets will be established with the COO and reviewed through a regular scorecard covering:
- CSR call quality, responsiveness, and booking performance.
- Scheduling accuracy, route efficiency, and utilization of available capacity.
- On-time arrivals, missed appointments, and timely communication of schedule changes.
- Customer satisfaction, complaint resolution time, and recurring concerns.
- Completion of customer commitments and follow-up.
- Accuracy of customer records and department handoffs.
- Qualified lead volume and consistency by source.
- Cost per qualified lead and cost per booked appointment.
- Lead-to-booking conversion and sales conversion by source.
- Agency and provider completion of agreed deliverables.
- Membership offers, enrollments, renewals, retention, and fulfillment of benefits.
This position directly manages the CSR and dispatch teams and owns agency coordination, lead handling processes, and membership program execution. Sales conversion, field productivity, and service delivery improvements are managed jointly with sales and service leadership. Concerns involving employees outside this manager’s direct supervision are addressed with the appropriate department leader and escalated to the COO when necessary.
Qualifications
- Experience managing customer service, dispatch, or internal operations teams in a service business.
- Strong employee coaching, communication, organization, and conflict-resolution skills.
- Ability to manage changing schedules and competing priorities while maintaining clear customer communication.
- Ability to establish expectations, address performance gaps, and follow through on commitments.
- Experience coordinating agencies or vendors and evaluating lead generation results.
- Ability to use CRM reports and customer feedback to implement improvements.
- Experience developing customer retention or membership programs preferred.
- ServiceTitan experience preferred.
First 90 Days
- Assess CSR and dispatch performance, scheduling practices, customer communication, and complaint resolution.
- Establish customer experience and scheduling standards with sales and service leadership.
- Review existing agency relationships, lead generation products, tracking, and conversion results.
- Implement a weekly performance scorecard and regular agency review process.
- Develop a membership program launch or improvement plan covering training, promotion, enrollment, scheduling, and service fulfillment.
- Present priorities, baseline results, and recommended performance targets to the COO.
Benefits
- Company Paid Medical for Employees ($25.00 bi-weekly employee contribution – Full-Time Employees, Available after 3 months)
- Dental Insurance – Supplemental Available after 3 months
- Vision Insurance – Supplemental Available after 3 months
- Company Paid $25,000 Life Insurance
- Supplemental Life Insurance
- 401(k) – 4% Company Match
- Paid Sick Leave – Accrues at 1 hour for every 40 hours worked; available to use after 90 days
- Paid Time Off Plans – Available after 1 year of service, in addition to Sick Leave
- Aflac Supplemental Insurance (Short- & Long-Term Disability, Critical Illness, Accident, etc.)
- Professional Development Opportunities
- Referral Bonus Program
- Employee Discount Program
- 6 Paid Holidays after 6 months of employment: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day
- Veterans and Active Military Members receive Veterans Day as an additional paid holiday after 6 months of employment
Qualifications
See job description