Operations Manager Support Center

• Free food & snacks
• Wellness resources
• 401(k) matching
• Bonus based on performance
• Flexible schedule

• Team Hiring & Onboarding: Lead the hiring and onboarding process for all Support Center team members including Inbound Accounts Receivable (AR) and Quality Control (QC). Maintain and continuously improve Support Center Representative training materials and resources within FUSE.
• Performance Management: Conduct monthly check-ins and biannual performance reviews for Direct Reports (DRs) holding team members accountable to established KPIs performance expectations and job requirements. Provide ongoing coaching development and corrective action when appropriate.
• Franchisee Education & Support: Educate franchisees on Support Center SOPs and processes manage franchisee expectations and preference requests in a solution orientated way monitor the Support Center Feedback inbox and escalate issues to the SCD when appropriate.
• Operational Excellence: Monitor Support Center performance and identify opportunities to improve efficiency quality consistency and the overall franchisee experience.
• Strategic Partnership: Collaborate with the SCD to evolve and improve Support Center operations develop new services and SOPs maintain key partner relationships and drive franchisee engagement adoption and satisfaction.

• Support Center Team Error Rate: 2.5%
• Franchisee Satisfaction: 75% Support Center survey satisfaction score representing at least 51% of supported revenue
• SENet Ticketing Engagement: 75%
• Support Center Team Retention: 40%

Surface Experts is an all-inclusive surface repair service provider. We repair small damage to surfaces like Floors Countertops Bathtubs Cabinets Appliances Furniture Elevator Panels Almost Everything!. We pride ourselves in our ability to provide incredibly fast service while maintaining a friendly and professional atmosphere in our support center and on jobsites. We combine old school skill sets with new technology and products resulting in a durable and appealing repair all provided with a smile.

• Most repairs are simple and smaller than a dinner plate yet our competition focuses on complete resurfacing. Our objective is a happy customer and a long-term relationship. We focus on saving our customers time money and wasted materials that end up in a landfill.
• Our typical repair requires only 1 to 2 tablespoons of product so our technicians can carry their entire set of tools and equipment in a small vehicle. Our approach is clean and free of odors in less than two hours.

Ourmissionis to develop outstanding teams by investing in strong relationships. Together we work to solve our customers problems by reducing the waste of time moneyand materials which end up inlandfills.

To establishandlead a nationally recognized market for surface repair as an alternative to replacement or complete refinishing. Our goal is to be represented in every major metropolitanareaandfor our brand to be synonymous with spot repair among all facilitiesandmaintenance management.

Serve Others

• Put Relationships First
• Be Humble

Be a Problem Solver

• Be Curious
• Seek to Understand the Cause of the Problem
• Work Smart
• Constantly Improve

Trust the Process

• Be Organized
• Be Teachable
• Put Business Needs Above Personal Wants

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location and not to Surface Experts Corporate.