Customer Success & Field Operations Manager

Customer Success & Field Operations Manager

Customer Success & Field Operations Manager

OVERVIEW

We are seeking an experienced Customer Operations & Field Services Manager to lead customer service operations and oversee field installation execution for an established U.S. manufacturer based in Houston, Texas.

This position is ideal for a hands-on, analytical leader who can strengthen the customer experience while improving the processes, systems, and operational coordination behind it. The Manager will lead the customer service team, oversee multi-location installation activities, manage escalated customer and project issues, and partner closely with Sales, Engineering, Production, Logistics, Finance, vendors, and installation partners.

The ideal candidate combines strong customer service leadership with project management, operational problem-solving, and the ability to use ERP/CRM data and performance metrics to drive better execution.

KEY RESPONSIBILITIES

Lead and develop the customer service team, establishing clear expectations, accountability, training, and consistent service standards

Own complex and escalated customer issues, driving timely resolution while maintaining strong customer relationships and company commitments

Develop, document, and continuously improve customer service policies, procedures, workflows, and communication standards

Oversee field installation activities across multiple project locations, including installation schedules, installer capacity, site readiness, delivery sequencing, and customer access requirements

Serve as a senior escalation point for installation challenges involving product shortages, damage, delays, site constraints, labor coordination, and punch-list resolution

Coordinate internal teams, customers, vendors, subcontractors, and installation partners to support successful project execution

Establish repeatable field installation standards and performance expectations for internal teams and third-party partners

Serve as a functional leader for ERP and CRM usage within customer operations, ensuring accurate order status, project information, issue tracking, installation milestones, and customer communication

Use operational data, service metrics, project information, and customer feedback to identify trends, root causes, service risks, and opportunities for improvement

Develop and monitor meaningful KPIs and provide concise performance reporting and recommendations to leadership

Manage multiple customer and installation initiatives simultaneously while balancing schedules, budgets, quality, customer expectations, and internal capacity

Maintain strong project discipline around schedules, documentation, drawings, order requirements, change management, and issue resolution

Identify potential project and customer risks early and develop practical recovery plans when challenges arise

Promote accountability, urgency, collaboration, and continuous improvement across customer service and field operations

QUALIFICATIONS

5+ years of progressive experience in customer service, customer operations, project management, field installation, or a related function

Leadership or team management experience strongly preferred

Demonstrated ability to manage complex customer issues and coordinate projects involving multiple internal and external stakeholders

Experience coordinating multiple projects, installation locations, or customer sites with competing deadlines

Strong ERP experience with the ability to manage and interpret order, project, service, or installation data within an enterprise system

Experience with CRM systems preferred

Strong analytical and critical-thinking skills with the ability to identify trends, determine root causes, establish KPIs, and translate data into practical action

Excellent communication, negotiation, organizational, and problem-solving skills

Ability to travel extensively during seasonal market peaks

Bachelor's degree in Business, Project Management, Operations, Supply Chain, Interior Design, or a related field preferred; equivalent relevant experience will be considered

PREFERRED EXPERIENCE

Experience within furniture manufacturing, contract furniture, commercial interiors, student housing, hospitality, or another project-driven environment

Hands-on project management experience supporting complex customer projects, installations, or multi-site rollouts

Experience managing third-party installation partners, subcontractors, field crews, or service providers

Experience developing dashboards, reports, SOPs, service-level metrics, or process improvement programs

Experience coordinating across Sales, Engineering, Production, Logistics, Finance, vendors, customers, and field teams

Comfort operating in a fast-paced manufacturing environment where customer expectations, production requirements, logistics, and field conditions must be balanced in real time

- For this position, you must be currently authorized to work in the United States without the need for sponsorship for a non-immigrant visa. This job was first posted by CyberCoders on 09/25/2026 and applications will be accepted on an ongoing basis until the position is filled or closed.Everforth CyberCoders is proud to be an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. Our hiring process includes AI screening for keywords and minimum qualifications, and a virtual recruiter as part of the application process. A human recruiter reviews all results. Click here for details on our virtual recruiter . Everforth CyberCoders will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. Everforth CyberCoders is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. Individuals needing special assistance or an accommodation while seeking employment can contact a member of our Human Resources team atto make arrangements.

Salary

$70000 - $110000 USD per year