Customer Service Operations Associate Jobs in Rochester Hills, MI

The Director, Field Service Operations plays a key operational leadership role within Champion's national service organization. This position executes the field-service components of Champion's customer-first strategy by leading and influencing regional field operations, driving contractor performance, optimizing dispatch workflows, and advancing adoption of new field technology solutions.

The Director partners with the corporate Service Operations, manufacturing plant, field, and regional service teams, and cross-functional leaders to ensure consistent, high-quality homeownership experiences supported by responsive, digitally enabled field operations.

Key Responsibilities

Field Service Operations Leadership

• Lead day‑to‑day field service operations for a defined portion of the U.S., ensuring high-quality and timely customer resolution.
• Establish consistent field execution standards that align with national protocols, KPIs, and escalation frameworks defined by the VP.
• Partner closely with plant service teams, regional leaders, and stakeholders to ensure alignment and rapid issue resolution.
• Monitor regional and field performance metrics, identifying root causes and driving corrective action with a focus on field execution.

Dispatch Optimization & Contractor Network Management

• Optimize dispatch workflows to improve cycle times, scheduling accuracy, and cost-to-serve.
• Redesign and manage the contractor ecosystem, improving quality, accountability, and customer outcomes.
• Develop contractor scorecards, onboarding processes, and performance expectations aligned with national standards.

Field Technology & Change Management

• Lead planning, piloting, and scaled adoption of mobile/tablet workflows, digital forms, and next-generation service platform features deployed by IT and VP leadership.
• Ensure field teams are trained, equipped, and supported in using new digital tools.

Collect feedback from the field to inform platform improvements and continuous enhancement.

Service Culture & Team Development

• Promote Champion's nationwide service culture rooted in accountability, empathy, speed, and transparency.
• Mentor and develop field service supervisors, contractors, & potential internal candidates in partnership with the VP.
• Support talent evaluation for critical roles, including high-potential internal talent currently being considered for other functions.

Cross-Functional Collaboration

• Partner with corporate Service Operations, Legal, Regional Vice Presidents, and manufacturing facilities plant leaders and service to align on audits, quality, continuous improvement initiatives, and performance standards.
• Collaborate with Sales, Manufacturing, Construction, and Product teams to address systemic issues impacting service performance.
• Provide actionable field and operational insights to support strategic decision‑making, national service initiatives, and upstream process improvements.

Success Measures

• Improve homeowner satisfaction through faster response times and higher first‑time‑fix rates
• Reduce service cycle time and total cost‑to‑serve through optimized dispatch and contractor performance
• Increase adoption of digital field tools and standardized workflows
• Strengthen contractor accountability and field execution consistency
• Develop a strong pipeline of field service

Qualifications

• 10+ years of total career experience in manufactured housing, related field, or field service including leadership.
• Strong track record leading geographically dispersed field teams.
• Experience with dispatch optimization, contractor management, and service workflow design.
• Working knowledge of mobile field technology and proven capability driving adoption in field environments.
• Strong communication, operational problem solving, project management and cross-functional partnership skills.

Education and/or Experience

• Associate's degree (A. A.) or equivalent from two-year college or technical school and ten+ years related experience and/or training; or equivalent combination

This is a remote role based in the U.S. The position requires travel up to 75%.

EEO Statement

Champion Home Builders is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other legally protected characteristics. Champion Home Builders participates in the E-Verify Program.