As the Senior Consumer Service Manager, you will oversee a geographically dispersed team of 47 hourly, nonunion technicians specializing in major appliance repair. Operating remotely from your home office, you'll provide leadership across service territories including Salt Lake City, Denver, Seattle, and Portland, with up to 50% travel required for on-site engagements.
Leadership & Operations
You will directly manage team performance by setting clear expectations, reviewing key metrics, and delivering actionable feedback. Regular team meetings, one-on-one coaching, and conflict resolution will be central to your role. You’ll develop strategies to improve service outcomes based on customer feedback and operational data, ensuring accountability while fostering professional growth.
Business & Safety Oversight
This role carries responsibility for profit and loss management within assigned regions. You’ll apply strong business acumen to control costs, optimize efficiency, and maintain financial discipline. Safety is a top priority—you’ll lead compliance initiatives, conduct audits, and work to reduce recordable incidents through training and proactive risk management.
Qualifications & Expectations
- Bachelor’s degree or seven years of equivalent professional experience
- Minimum two years in a supervisory role overseeing employees
- Proven experience managing a P&L or cost center
- Ability to work independently from a home office
- Willingness to travel frequently within the region
- Residency within commutable distance to Salt Lake City, Denver, Seattle, or Portland
Preferred Background
- Experience leading remote or field-based teams
- Track record of achieving performance goals and driving results
- Familiarity with Microsoft Office applications
- Background in appliance repair service or factory support
- Experience supervising 20+ employees
- Exposure to managing budgets around $3 million
Work Environment & Culture
The role supports flexible work arrangements with a work-from-home model. The organization emphasizes inclusion, diversity, and belonging, promoting a culture where diverse perspectives are valued. A Zero Distance philosophy encourages open communication and collaboration across locations. The company is committed to equal opportunity employment and provides accommodations for individuals with disabilities.
