Customer Support Operations Manager

Posted Tuesday, January 27, 2026 at 7:00 AM

The Customer Support Operations Manager provides leadership, direction, and oversight to the Customer Support Manager (CSM) team. This position is responsible for operational performance, personnel development, financial contribution, customer satisfaction, and strategic alignment of parts and service support activities. The Manager ensures that department operations meet company objectives for revenue, profitability, customer retention, safety, and compliance.

The role requires advanced product and technical knowledge, strong leadership capability, strategic financial awareness, and the ability to build a culture of high accountability and professional customer engagement.

Leadership & Department Oversight

• Provide direct leadership, coaching, and performance management for assigned Customer Support Managers.
• Set and enforce clear expectations, performance standards, and accountability measures for CSM roles.
• Monitor team performance relative to KPIs, revenue targets, productivity benchmarks, and customer relationship metrics.
• Conduct weekly one-on-one coaching sessions and monthly formal review discussions with CSMs.
• Develop annual business plans for the Customer Support division including revenue goals, customer expansion strategies, and resource allocation.
• Ensure workload balancing across territories and maintain adequate coverage for key accounts.
• Partner with Parts, Service, Warranty, Sales, OEM parts, and Corporate leadership to coordinate support initiatives and resolve cross-departmental challenges.
  • Knowledge and understanding of dealer sponsored fleets.
  • Warranty coverages and processes.

Financial and Strategic Responsibilities

• Analyze sales performance, profit margins, territory trends, and customer expenditures to make data-driven decisions.
• Participate in the development and management of department budgets, forecasts, and strategic growth objectives.
• Review and approve pricing strategies, discount approvals, and major customer proposals before submission.
• Monitor customer activity through CRM for accuracy, completeness, and timely updates.
• Identify new business opportunities and guide CSMs in generating leads for parts, service, and whole goods.
• Ensure appropriate control and documentation over company vehicle usage, fuel card compliance, and territory-related expenses.

The Customer Support Operations Manager ensures customer-facing excellence and must demonstrate and reinforce the following standards:

• Consistent Professionalism – Ensures all team members display courteous, respectful, and polished communication in all interactions.
• Responsiveness and Follow-Through – Holds CSMs accountable for timely responses and meeting promised timelines for quotes, updates, and delivery.
• Accurate Information – Confirms team members provide correct pricing, lead times, service details, and technical guidance.
• Customer Needs Assessment – Ensures CSMs actively evaluate customer operations and recommend appropriate products, services, and preventative solutions.
• Trust and Transparency – Reinforces honest communication, documentation accuracy, and reliability in commitments made to customers.
• Brand Representation – Ensures positive representation of company values, image, and safety standards in all customer environments.

• Enforce adherence to company policies, safety procedures, documentation requirements, and regulatory expectations.
• Review and approve CSM call reports, vehicle inspections, delivery sheets, and return documentation.
• Ensure all CSMs maintain required monthly training in CE, Truck, and Safety modules.
• Support timely reporting and investigation of customer escalations, field incidents, vehicle accidents, or safety concerns.
• Maintain readiness for audits by ensuring accuracy of CRM records, compliance documentation, and vehicle maintenance logs.
• Lead corrective action plans for policy violations, documentation errors, or customer service breakdowns.

• Support onboarding and training of new CSMs and assist in refining training modules.
• Coo…