Customer Experience & Operations Manager

The Laundry Place is seeking a highly motivated and experienced Customer Experience & Operations Manager to join our team. As the Customer Experience & Operations Manager, you will be responsible for ensuring that our customers have a positive experience while using our laundry facilities and managing the day-to-day operations of our facilities. This role requires an individual with strong leadership skills, a customer-centric mindset, and a passion for delivering exceptional service.

Responsibilities:

• Oversee the day-to-day operations of multiple laundry facilities
• Ensure that facilities are clean, organized, and well-maintained
• Handle direct customer inquiries, concerns, requests, issues and complaints in a professional and timely manner
• Train and develop staff members to provide top-notch customer service
• Monitor and evaluate staff performance and provide feedback for improvement
• Implement and enforce company policies and procedures
• Manage inventory of supplies and equipment, and coordinate maintenance and repairs
• Analyze and report on facility performance and customer feedback
• Work closely with other departments to optimize processes and enhance the customer experience

Requirements

• Minimum 5 years experience in a customer service, operations, or facility management role
• Proven track record of delivering excellent customer service
• Strong leadership and people management skills
• Exceptional problem-solving and decision-making abilities
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment
• Proficiency in Microsoft Office Suite and other relevant software
• Bachelor's degree in Business Administration or a related field (preferred)
• Prior experience in the hospitality or service industry is a plus