Customer Service Operations Manager Jobs in Franklin, TN

Magnolia Home Inspections is a leading due diligence consulting firm that provides confidential, high-caliber property assessments for high-net-worth clients, with a focus on privacy, professionalism, and precision. We operate with clarity, growth, and purpose at the core of our business - building high-performing teams that deliver with excellence and communicate with integrity.

This isn't just a job. It's a calling for a coach and operational leader who sees service not as a checklist, but as an opportunity to shape trust, elevate performance, and drive long-term value. We are deeply committed to preparing our team to lead with confidence and execute with excellence, especially in high-stakes environments.

Your Purpose

To develop a competitive, confident field team through hands-on coaching, clear operational systems, and a culture of continuous improvement. As Service Director, you will bridge field execution with leadership vision - championing Magnolia's standards, supporting real-time needs, and guiding the team toward a common standard of excellence. This is a high-impact leadership position, with a direct mentorship path to a future COO role for the right candidate.

Key Responsibilities

Team Coaching & Field Support

• Serve as a trusted coach and operational mentor for our inspection team, both individually and in group settings.
• Help team members navigate setbacks, celebrate achievements, and grow in their craft.
• Provide hands-on direction during high-stakes or fast-moving field conditions.
• Create frameworks for feedback, accountability, and confidence building.

Operational Oversight & Vendor Management

• Own service execution across multiple assets, vendors, and field partners - ensuring all inspections meet or exceed Magnolia's standards.
• Implement preventive maintenance protocols and technical SOPs
• Lead cross-functional collaboration with contractors and vendors to manage performance, quality, and cost.

Strategic Collaboration with Leadership

• Partner with our founder to:
• Translate feedback from the field into actionable initiatives.
• Drive strategic growth plans for education, compensation, and performance incentives.
• Troubleshoot systemic issues and recommend innovative field solutions.
• Align day-to-day operations with long-term vision and company culture.

Culture, Commercial Growth & Leadership Development

• Collaborate with the Sales Director to recognize performance milestones and promote team wins.
• Contribute to expansion strategies, team growth planning, and long-term service innovation.
• Be a culture builder: uphold the brand promise, foster trust, and inspire excellence.

Who You Are

• A coach at heart - committed to raising the bar, not just hitting it.
• A tactician and a strategist - capable of solving real-time problems while keeping the big picture in view.
• A confident communicator with experience leading distributed teams in high-performance settings.
• Technically fluent in service delivery environments: maintenance, inspections, or asset management.
• Energized by clear goals, professional standards, and high-stakes execution.
• Humble, driven, and ready to grow - with a clear appetite for long-term leadership.

Why Magnolia

• A mission-driven culture centered around personal and professional growth.
• Direct mentorship from the Founder with a three-year track to COO for top performers.
• Competitive compensation package with leadership incentives.
• Comprehensive benefits, including 401(k), healthcare, and continuing education stipend.
• A high-trust, entrepreneurial environment where your decisions and leadership matter.

Ready to Lead from Within?

This is your opportunity to be more than a manager. If you're a leader with vision, a coach with clarity, and a builder of elite teams - we invite you to apply and take your next step toward executive leadership with Magnolia.

Requirements

Required Experience

• 7+ years of experience in service operations, building systems, inspections, or facility management.
• Demonstrated success in team leadership, field coaching, or operational scaling.
• Familiarity with property condition reports, inspection standards, or real estate due diligence preferred.
• Strong budgeting, vendor management, and communication skills.
• Technologically literate: able to operate or implement service platforms (e.g., CMMS, CRMs, or custom inspection tools).

Benefits

         Team Profit-sharing

         Bonus for Revenue Growth

         Health Insurance Stipend

         Fuel and Mileage Reimbursement