Operations Manager

Kaat’s Culligan in Plymouth is looking for an Operations Manager who’s excited to lead a team, make an impact, and help shape the customer’s experience. In this role, you’ll take the lead on administrative and customer billing operations, support our installation and service teams, and play a key part in driving customer satisfaction, retention, revenue growth, and overall dealership success.

Duties and Responsibilities

Customer Service & Team Leadership

• Supervise, train, and mentor CSRs serving customers.
• Monitor call handling, email communication, scheduling, and workflow to ensure timely, high quality interactions.
• Ensure CSR proficiency in cross selling services and work orders or route tickets.
• Empower staff to work in good faith with customers to increase retention and reduce loss.
• Resolve escalated customer concerns promptly and professionally.
• Develop and implement customer service standards and best practices.

Financial & Administrative Management
• Oversee all billing processes for Customer services, ensuring accuracy and timeliness.
• Manage accounts, move outs, bad debt, collections, and credit approvals.
• Perform account reconciliation for completed service and delivery work.
• Ensure all month end processes are completed.

Operational Coordination
• Collaborate with key personnel to align office operations with field activities.
• Maintain accurate customer documentation and safeguard sensitive information.
• Ensure compliance with company policies, accounting standards, and regulatory requirements.
• Support company wide initiatives and contribute to overall dealership success. Perform other related duties as assigned.

Process Improvement & Reporting
• Identify opportunities to improve processes, efficiency, and customer experience.
• Lead regular department meetings to communicate goals, updates, and performance metrics.
• Provide data analysis and recommendations to support strategic decision making.

Skills and Competencies
• Strategic Thinking & Leadership: Demonstrates strong strategic thinking and leads a skilled, motivated team.
• Employee Experience: Creates a positive employee experience through strong leadership and emotional intelligence.
• Customer-Centered Mindset: Maintains a commitment to service excellence and handles escalated situations with professionalism.
• Collaboration: Leverages teamwork, strong interpersonal skills, and effective partnerships across departments.
• Multi Tasking: Manages competing priorities in a fast paced environment.
• Analytical Thinking & Problem Solving: Applies strong analytical skills to daily operations.

Minimum Qualifications

Education
• High School Diploma required.
• Bachelor’s degree in Business Administration, Accounting, or related field preferred.

Experience
• Minimum 5 years of operation management experience.
• Strong leadership, communication, and organizational skills.
• Solid understanding of billing, inventory management, and procurement.
• Experience with sales contracts focused on standardized language, approval work flows, and contract accuracy.
• Background in route and scheduling optimization.
• Proficiency in Microsoft Office and working within a CRM system.

Licenses/Certifications
• Valid Driver’s License with a safe driving record.

Culligan Offers
• A competitive salary
• Great benefits including: health insurance plans, dental and vision coverage, life insurance, 401K with employer match, paid vacation/personal/sick time, and paid holidays
• Work-life balance, with Monday-Friday, normal business operating hours
• Continuous training and development, with corporate support in human resources, accounting, and compliance