Operations Work Coordinator – Entry or Senior Level
Xcel Energy
Customer Assurance Manager
SecureSpace
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $50,000 - $55,000 per year
Job Level
Mid-LevelSenior
About the role
- Lead the Customer Assurance team, including specialized representatives in Quality Assurance, Reputation Management, Facility Monitoring & Security, and new experimental functions
- Oversee and enhance review generation and reputation management initiatives, ensuring strong outbound engagement and positive brand perception
- Monitor and refine Quality Assurance programs, providing coaching and insights to elevate performance across Customer Success and Resolution teams
- Direct the Facility Monitoring & Security response function, ensuring timely, accurate escalation and reporting
- Manage digital customer success support channels (email, chat, etc.), ensuring high-quality service outside of phone interactions
- Provide oversight and process support for collections and AR functions, partnering with Resolution to improve recovery while protecting the customer experience
- Serve as a liaison between Customer Success, Customer Resolution, and Operations (including store personnel and the Facility Learning Manager) to ensure alignment, consistency, and collaboration across virtual and physical functions
- Collaborate closely with the Customer Success Manager and Customer Resolution Manager to align strategies and ensure seamless cross-team execution
- Innovate by leveraging technology, data, and process improvements to build scalable solutions for assurance-focused functions
- Act as a resource and support partner to leadership, identifying risks, opportunities, and efficiencies across non-traditional customer service functions
- Must be able to work extended hours and weekends as needed
- Other duties as assigned
Requirements
- At least 3+ years of customer service, quality assurance, or support function leadership; self storage or related industries preferred
- High School diploma/GED preferred
- Bilingual is a plus
- Strong technical and analytical skills with experience using digital support platforms, QA tools, or reputation management software
- Excellent coaching and leadership ability, fostering a culture of accountability and trust
- Proactive, entrepreneurial mindset with the ability to innovate, problem-solve, and build programs from the ground up
- Clear communicator, both in giving feedback and representing the assurance function to leadership and peers
- Adaptable and resilient in the face of challenges, with a commitment to continuous learning and improvement
- Team player who leads by example, collaborates effectively, and takes ownership of results
- Must be able to work extended hours and weekends as needed
- Physical requirement: Prolonged periods sitting at a desk and working on a computer
