Operations Manager, Customer Service

Overview

Churchill Living is seeking a highly organized, hands-on Operations Manager to lead our customer service team at our Hawthorne, NJ headquarters. In this role, you'll oversee the day-to-day guest experience for our corporate housing clients, from reservation through move-out, and make sure every interaction reflects our commitment to responsive, professional service. The ideal candidate brings hospitality or service leadership experience, a strong operational mindset, and a genuine interest in building and developing a high-performing team.

Key responsibilities

• Lead, coach, and supervise the customer service team, including hiring, onboarding, training, and performance management
• Oversee daily service operations to ensure guest inquiries, requests, and issues are handled promptly and professionally
• Set and monitor service standards and performance metrics such as response times, resolution rates, and guest satisfaction
• Serve as the escalation point for complex guest and client concerns, resolving issues fairly and efficiently
• Coordinate closely with housekeeping, maintenance, sales, and accounting to ensure smooth move-ins, stays, and move-outs
• Manage team scheduling and coverage to meet guest and client needs, including after-hours support as applicable
• Identify process gaps and implement improvements, best practices, and clear procedures
• Work with vendors and service partners as needed to resolve guest issues and maintain service quality
• Ensure compliance with company policies and procedures and applicable regulations
• Prepare regular reports on team performance, service trends, and recommendations for improvement

Requirements

• 2 to 5 years of experience in operations or customer service management
• Experience leading a customer service or guest services team, ideally in hospitality, corporate housing, property management, or a related service industry
• Strong leadership and communication skills, with the ability to motivate a team and hold it accountable
• Excellent problem-solving skills and composure under pressure
• Ability to manage multiple priorities in a fast-paced environment
• Comfort with CRM, reservation, or property management software; proficiency with Microsoft Office

Join Churchill Living and help lead a team that makes every guest's stay feel seamless.

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Work Location: In person