Customer Operations Manager (Laundry Pickup & Delivery)
Location: Remote (LATAM Preferred)
Compensation
Industry: Laundry Services / Multi-Location Retail Operations
Schedule: Full-Time | U.S. Business Hours | Weekend Availability Preferred
About The Company
Our client operates a rapidly growing multi-location laundry platform across the United States, serving both walk-in and pickup-and-delivery customers through a network of approximately 90 locations.
As the pickup-and-delivery business continues to scale, the company is creating a dedicated Customer Operations function focused on delivering a world-class customer experience while ensuring operational excellence across stores, drivers, and internal teams.
This is an opportunity to join a high-growth organization where strong performers can build and eventually lead an entire operational team.
Role Overview
The Customer Operations Manager will serve as the primary owner of the pickup-and-delivery customer experience from order placement through final delivery.
This individual will act as the central coordination point between customers, stores, drivers, and internal teams, ensuring orders are completed accurately, payments are processed correctly, issues are resolved proactively, and customers receive exceptional service throughout the process.
The ideal candidate combines operational ownership, customer experience expertise, strong communication skills, and a willingness to remain hands-on while helping build scalable systems and processes.
Over time, this role is expected to evolve into a leadership position managing additional team members as the business expands toward broader coverage hours and increased order volume.
Key Responsibilities
Customer Experience Management
- Serve as the primary point of contact for pickup-and-delivery customers.
- Manage customer communications through phone, email, text, and other communication channels.
- Resolve customer inquiries, delays, disputes, special requests, and service issues.
- Build strong customer relationships through proactive communication and high-touch service.
- Ensure customers remain informed throughout the lifecycle of each order.
Order Monitoring & Operational Coordination
- Monitor active pickup-and-delivery orders across all locations.
- Identify and resolve issues before they become customer-facing problems.
- Coordinate directly with store teams and delivery drivers to keep orders moving efficiently.
- Investigate delayed, missing, incomplete, or problematic orders.
- Manage order exceptions, cancellations, and service recovery situations.
Payment & Order Verification
- Review orders to ensure accurate billing and payment processing.
- Verify payment completion before final order fulfillment.
- Identify payment discrepancies and coordinate resolution with customers and internal teams.
- Reduce chargebacks, billing disputes, and customer complaints.
Process Improvement & Operations
- Track operational performance and identify recurring issues.
- Analyze trends related to delays, cancellations, customer complaints, and delivery failures.
- Develop recommendations for improving workflows, SOPs, communication processes, and service quality.
- Assist leadership in building scalable operational systems that support future growth.
Team Development & Leadership
- Help establish operational best practices for the pickup-and-delivery division.
- Support future hiring, onboarding, and training initiatives as the team expands.
- Eventually provide leadership and oversight to additional customer operations team members.
Required Hard Skills
- 3+ years of experience in operations, logistics, customer experience, customer success, hospitality, or service operations.
- Professional experience managing high-volume customer interactions.
- Strong proficiency with spreadsheets, reporting, and operational tracking.
- Excellent written and verbal communication skills in English.
- Fluent Spanish communication skills required.
- Experience working within CRM, ticketing, or operational management systems.
- Comfortable coordinating multiple stakeholders simultaneously.
Preferred Qualifications
- Experience managing delivery, dispatch, logistics, transportation, or route-based operations.
- Experience within multi-location businesses or franchise environments.
- Customer Success or Customer Experience leadership experience.
- Experience developing SOPs and operational processes.
- Previous team leadership or management experience.
- Familiarity with payment reconciliation or order-level financial review.
Soft Skills
- Exceptional ownership mentality.
- Strong problem-solving ability.
- Calm under pressure.
- Highly organized and detail-oriented.
- Customer-first mindset.
- Excellent follow-through and accountability.
- Comfortable balancing strategic thinking with hands-on execution.
About The Candidate
The ideal candidate is someone who enjoys owning outcomes rather than simply completing tasks. They are equally comfortable helping an upset customer, coordinating with multiple stores, investigating an operational issue, and recommending process improvements to leadership.
They are proactive, resourceful, highly communicative, and excited about building a function from the ground up.
Why This Role Matters
The pickup-and-delivery business represents a major growth opportunity for the company. This role will directly impact customer satisfaction, retention, operational efficiency, and long-term scalability.
Success in this position will create the foundation for a dedicated customer operations team and significantly improve the overall customer experience across the organization