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Customer Service Operations Manager Jobs in Boston, MA

Burke Plumbing and Heating

Service Manager

Norton, MA · On-site

$60K - $80K/yr

Job Summary: The Service Operations Manager leads all HVAC, plumbing, and electrical field ... customer experience. Key Duties & Responsibilities Operations & SOPs: * Direct day-to-day HVAC * ...

CORT

Operations Manager

Stoughton, MA

$72K/yr

The Operations Manager is responsible for leading all aspects of warehouse and transportation ... Customer Service and Issue Resolution: Act as escalation point for customer issues and respond to ...

New

BlueLinx Corporation

Operations Manager

Bellingham, MA · On-site

$100K - $120K/yr

Drive operational efficiency-from inventory management to customer service excellence. * Foster collaboration with internal teams, suppliers, and customers to ensure seamless delivery of products.

bluelinx

Operations Manager

Bellingham, MA

Drive operational efficiency--from inventory management to customer service excellence. * Foster collaboration with internal teams, suppliers, and customers to ensure seamless delivery of products.

PPL Corporation

Mgr-Customer Operations

Cumberland, RI · On-site

$119K/yr

Overview This role will report to the Director, Customer Services Operations & Support and is ... Within the role, the manager is responsible for coordinating and leading a team of union and ...

PPL Corporation

Mgr-Customer Operations

Cumberland, RI

$119K/yr

Overview This role will report to the Director, Customer Services Operations & Support and is ... Within the role, the manager is responsible for coordinating and leading a team of union and ...

CORT

Operations Manager

Stoughton, MA

$72K/yr

Interface with sales, asset management, and customer service teams to align operational goals. • Other duties as assigned. Qualifications • High School Diploma or GED equivalent required; college ...

New

FACILITY MANAGEMENT CORP

Operations Manager

Pembroke, MA · On-site

$57K - $65K/yr

Facility Management Corporation, known as "FMC Ice Sports," was formed in 1992 to deliver high ... and customer service. Key areas of responsibility will focus on facility operations, staff ...

RHO RESIDENTIAL LLC

Operations Manager

East Boston, MA · On-site

$65K/yr

The Operations Manager will ensure that an exceptional level of customer service is always maintained. The Operations Manager will act as person of authority in the absence of the Director of ...

3LED Inc.

Operations Manager

Woburn, MA · On-site

$90K - $110K/yr

Monitor operational metrics and customer service performance. Process Improvement & Systems ... Experience managing production, purchasing, inventory, and logistics functions. * Experience ...

XRHealth

Operations Manager

Boston, MA · On-site +1

GM/Director of US Services About XRHealth XRHealth is a fully remote telehealth company delivering ... Own day-to-day administration of core operating systems, including CRM (HubSpot), EHR, billing, and ...

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All JobsCustomer Service Operations JobsCustomer Service Operations Manager JobsCustomer Service Operations Manager Jobs in Boston, MA

Customer Service Operations Manager information

See Boston, MA salary details

$48.3K

$134.4K

$147.2K

How much do customer service operations manager jobs pay per year?

As of Aug 6, 2026, the average yearly pay for customer service operations manager in Boston, MA is $134,363.00, according to ZipRecruiter salary data. Most workers in this role earn between $145,600.00 and $145,600.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a customer service operations manager, and why are they important?

To thrive as a Customer Service Operations Manager, you need expertise in customer relationship management, team leadership, and process optimization, often supported by a bachelor's degree in business or a related field. Familiarity with CRM platforms like Salesforce, workforce management systems, and analytics tools is typically required. Outstanding communication, problem-solving, and conflict resolution abilities help set top performers apart in this role. These skills are crucial for delivering excellent service, optimizing team performance, and ensuring customer satisfaction in a dynamic environment.

What is the difference between Customer Service Operations Manager vs Customer Service Supervisor?

AspectCustomer Service Operations ManagerCustomer Service Supervisor
CredentialsTypically requires a bachelor’s degree in business, management, or related field; relevant certifications are a plusUsually requires a high school diploma or associate degree; experience in customer service is essential
Work EnvironmentOversees multiple teams or departments, strategic planning, and process improvementManages daily team operations, handles escalations, and ensures customer satisfaction
Employer & Industry UsageCommon in large organizations across retail, telecom, and service industriesFound in various industries, often in call centers or customer support teams

The Customer Service Operations Manager focuses on strategic oversight, process optimization, and managing multiple teams, while the Customer Service Supervisor handles daily team supervision and direct customer interactions. Both roles are vital for delivering excellent customer service but differ in scope and responsibilities.

What are some common challenges faced by a customer service operations manager, and how can they be addressed?

Customer Service Operations Managers often face challenges such as balancing high-quality service with efficiency, managing a diverse team, and adapting to rapidly changing customer expectations. To address these, managers typically implement robust training programs, leverage data analytics to identify areas for improvement, and foster open communication within their teams. Regularly seeking feedback from both customers and frontline agents also helps in making informed decisions and maintaining a positive work environment.
What are the most commonly searched types of Customer Service Operations jobs in Boston, MA? The most popular types of Customer Service Operations jobs in Boston, MA are:
What cities near Boston, MA are hiring for Customer Service Operations Manager jobs? Cities near Boston, MA with the most Customer Service Operations Manager job openings:
Customer Service Operations Manager jobs near you

Service Manager

Burke Plumbing and Heating

Norton, MA • On-site

$60K - $80K/yr

Full-time

Re-posted 2 days ago

Job description

Job Summary:
The Service Operations Manager leads all HVAC, plumbing, and electrical field personnel. Reporting directly to the President, this role oversees the Service Coordinator, Dispatcher, and Field Technicians. The primary focus is driving operational efficiency, training and workforce development, safety/code compliance, jobsite quality audits, revenue growth, and exceptional customer experience.
Key Duties & Responsibilities
Operations & SOPs:
  • Direct day-to-day HVAC
  • Plumbing and electrical field operations
  • Develop, implement, and enforce standard operating procedures (SOPs) to ensure consistency.
Quality Audits:
  • Conduct routine field inspections.
  • Ride-alongs.
  • Post-job audits to maintain workmanship standards and minimize warranty callbacks.
Project & Resource Management:
  • Allocate field resources efficiently to meet project demands.
  • Maximize technician utilization.
  • Guarantee successful project delivery.
Workforce Development & Performance
Training & Mentorship:
  • Oversee apprentice progression.
  • Coordinate licensing/certifications.
  • Providing ongoing technical.
  • Safety.
  • Customer service coaching.
Capacity Planning:
  • Establish performance standards (KPIs).
  • Benchmark technician productivity.
  • Manage labor planning/staffing levels to support company growth.
Safety & Compliance:
  • Enforce OSHA regulations and company safety policies.
  • Manage municipal relationships.
  • Permit fulfillment.
  • Code compliance.
Fleet Management:
  • Monitor vehicle readiness.
  • GPS tracking.
  • Fuel consumption, and asset care.
  • Assist with long-term fleet lifecycle planning.
  Financial Performance:
  • Drive strategies to meet labor productivity.
  • Revenue goals.
  • Gross profit targets.
Requirements, Skills, & Abilities
Leadership:
  • Proven ability in team building.
  • Conflict resolution.
  • Accountability.
  • Customer escalations.
Technical Savvy:
  • Strong knowledge of HVAC.
  • Plumbing, and/or electrical systems.
  • Building codes.
  • Safety compliance.
Systems:
  • Proficient in Microsoft Office Suite.  
  • Google Workspace.
  • ServiceTitan experience is highly preferred.
Education & Experience:
  • Associate or Bachelor’s degree in Business, Construction Management, Mechanical Systems, or related field preferred.
  • 7+ years in HVAC, plumbing, electrical, or home services.
  • 3+ years supervising field personnel and leading service/installation operations.
  • Applicable trade licenses and certifications are a plus.
Physical Requirements & Working Conditions:
  • Split between an office setting and a fast-paced field environment.
  • Frequent driving/traveling between jobsites; walking and inspecting indoor/outdoor jobsites in varying weather conditions.
  • Ability to lift and carry tools, materials, and equipment as necessary.

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