Customer Operations Manager

Company Summary

Headquartered in Charlotte, North Carolina, CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. What started as a company of 10 employees and 300 customers has grown into one of the nation’s top 10 largest security providers with over 750 employees. Over the years, CPI has received many awards for excellence, such as twice-awarded SDM Dealer of the Year, Central Station of the Year, and the Marvel Award. The company leads the industry in alarm response times, is consistently ranked in the top 10 of electronic security businesses and is widely known as North Carolina and South Carolina’s Top 25 Best Places to Work. 

Position Summary

As the Customer Operations Manager at CPI, you will be responsible for ensuring the successful onboarding of new customers and additions for existing customers. Your role will be pivotal in curating an excellent new customer experience while ensuring accuracy and compliance in account setup. You will work closely with cross-functional departments to ensure a seamless new customer journey. This is an on-site position with the expectation of working in our HQ in Charlotte, NC.

The Perks 

• Competitive pay and the opportunity to work for an iconic brand 
• Great medical, dental, vision, short- & long-term disability and life insurance options   
• Company paid holidays, floating holiday, and paid time off (PTO)   
• 401(k) plan with competitive company match   
• Eligible for free monitored security system after 90 days 
• Education assistance – we encourage and support our employees who want to improve their skills and further their education   
• Engaging and fun company culture that’s made up of a diverse group of people   
• Volunteer and community engagement opportunities. CPI partners with organizations that share our mission to save and improve lives, particularly focusing on underserved communities.   
• An on-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness staff 
• Birthday and Work Anniversary Rewards 

Essential Functions 

• Represent and champion the voice of the customer to ensure a highly engaged customer focus mindset/ approach is delivered and executed in every interaction 
• Identify opportunities to reduce friction in customer and employee interactions and develop solutions including actions to streamline processes and create memorable experiences that drive sales and customer retention 
• Manage a high performing team that is responsible for enabling a high-quality sales process and successfully onboarding new CPI customers and enforcing underwriting rules and policies  
• Establish clear and measurable goals for the employees and department, inspiring and motivating employees to achieve 
• Manage department employees, including hiring, performance evaluations, vacation scheduling/approval, etc.  
• Lead, develop, and manage a team to provide exceptional service to both internal and external CPI customers  
• Work closely with Sales, Operations, Customer Support, and Finance teams to address areas for improvement and make necessary adjustments to enhance sales success and improve the customer onboarding journey  
• Gather feedback from customers and employees during and after the onboarding process to identify areas for improvement and implement accordingly   
• Provide guidance to a team of underwriters, setting clear expectations and ensuring optimal performance and productivity  
• Maintain and enforce underwriting guidelines, policies, and procedures to ensure consistency and compliance  
• Create training materials and conduct ongoing training for underwriters and onboarding specialists  
• Identify training opportunities for sales and operations teams in the onboarding process and proactively communicate with the leadership team to address 
• Ensure underwriting and approvals are reviewed in a timely manner with consistency and compliance  
• Foster strong communication channels between sales teams and other departments to ensure alignment and shared goals  
• Collect input from sales teams and stakeholders to make data-driven improvements to enablement programs and resources  
• Facilitate necessary tasks to ensure an optimized scheduling backlog with field operations and ensure customer cancellations and reschedules are handled effectively 

Knowledge, Skills and Abilities Required  

• Must be able to successfully communicate and train direct reports on all policies, procedures and processes required to meet or exceed departmental requirements and goals 
• Must be able and willing to listen, work as a functional member of a team, and take direction as needed to meet goals and complete work 
• A customer-centric mindset and a genuine passion for delivering exceptional service 
• Detail-oriented and highly organized, with the ability to manage multiple tasks and prioritize effectively 
• Must be self-motivated and able to take initiative 
• Must possess strong customer service and phone skills 
• Must have schedule flexibility and go the extra mile to take care of the company, customer, and employee 
• Demonstrate malleability and aptitude to learn, process and effectively implement new policies and procedures as corporate standards are modified over time 
• Must be able to demonstrate professionalism and courteousness in the handling of both internal and customer inquiries 
• Strong problem-solving and troubleshooting skills, with the ability to quickly understand and address customer challenges 
• Must be able to understand and embrace the company core values, corporate goals, mission, vision and priorities as set forth by Management, and be able to continually seek ways to meet or exceed goals and fulfill priorities 

Other Experience Required  

• Bachelor’s Degree or equivalent experience, preferred 
• Minimum 2 years of experience in customer onboarding, communications, customer service and support, sales, account management, or customer success. 
• At least two years previous supervisory experience; sales or support supervisory experience, preferred