Revenue & Customer Operations Manager
2 days ago
Raleigh
About The Hybrid Geek At The Hybrid Geek, we specialize in high-quality hybrid battery replacement solutions backed by technical expertise, free mobile installation, and customer-first service. Since 2016, we’ve built a growing national brand focused on operational excellence, innovation, sustainability, and delivering a better ownership experience for hybrid vehicle drivers across the United States. As we continue expanding nationwide, maintaining strong operational execution across sales, customer experience, fulfillment coordination, and revenue operations is critical to long-term success. This role plays a major part in helping ensure that growth remains aligned with execution quality, accountability, and customer satisfaction. Our Core Values • Grit — We solve problems and push through challenges, • Excellence — We hold high standards across every customer interaction, • Execution — Strong ideas only matter if they are executed consistently, • Kaizen — Continuous improvement drives long-term success, • Sustainability — Extending vehicle life while reducing environmental waste About the Role The Revenue & Customer Operations Manager is responsible for overseeing and optimizing frontline revenue operations and customer experience execution across multiple business channels, including: • Direct-to-consumer (B2C) sales, • eCommerce and marketplace operations, • Customer support and warranty operations, • Accounts receivable follow-up processes, • Growing B2B sales partnerships This role operates at the intersection of revenue growth, customer experience, operational accountability, and frontline team leadership. The ideal candidate is highly execution-oriented and capable of improving operational consistency, strengthening customer communication standards, increasing conversion performance, resolving escalations, and helping scale operational processes in a fast-growing environment. This is not a passive administrative role. The Revenue & Customer Operations Manager is expected to actively lead teams, identify operational breakdowns, improve accountability, coach frontline employees, optimize workflows, and help drive operational excellence across multiple customer touchpoints. The role works closely with leadership and cross-functional departments including Marketing, Installer Operations, Inventory & Logistics, Customer Support, and Operations leadership to ensure strong alignment between customer expectations and operational execution capabilities. Key Responsibilities 📞 Sales Leadership & Conversion Optimization • Lead and manage frontline inbound and outbound sales operations within the company’s virtual contact center, • Improve sales conversion performance through coaching, call reviews, objection-handling development, and process refinement, • Establish clear sales execution standards, follow-up expectations, and accountability metrics, • Monitor KPIs including close rates, lead response times, pipeline activity, booking quality, and customer responsiveness, • Support revenue growth initiatives through frontline operational insights and customer feedback trends, • Help strengthen sales consistency and improve overall customer buying experience ⭐ Customer Support & Customer Experience Operations • Oversee daily customer support and warranty support operations across multiple communication channels, • Ensure high standards for professionalism, communication quality, responsiveness, and escalation handling, • Drive accountability around customer satisfaction, resolution timelines, and follow-up discipline, • Monitor online reviews, customer feedback trends, escalation patterns, and operational friction points, • Coordinate cross-functionally to resolve customer-impacting operational issues efficiently, • Help strengthen brand reputation by ensuring a consistent and professional customer experience across the entire customer journey, • Ensure customer concerns are properly documented, escalated, and resolved appropriately 🏪 eCommerce & Marketplace Operations • Oversee day-to-day customer experience operations tied to eCommerce and marketplace sales channels, • Ensure timely order handling, customer communication, and issue resolution, • Monitor marketplace performance metrics including feedback ratings, dispute trends, response times, and operational efficiency, • Collaborate with internal teams to improve listing quality, customer experience, and conversion performance 🎧 Quality Control, Coaching & Training • Review phone calls, emails, customer interactions, and support communications for quality assurance purposes, • Provide structured coaching and actionable feedback to improve professionalism, communication quality, and sales effectiveness, • Identify training gaps and support ongoing employee development initiatives, • Maintain customer communication standards, scripts, and operational best practices, • Support onboarding and training efforts for new team members 📊 Market Intelligence & Operational Insights • Monitor competitor trends, customer objections, pricing feedback, and customer behavior patterns, • Deliver operational insights and frontline market intelligence to company leadership, • Identify recurring operational pain points and recommend process improvements, • Support leadership decision-making with frontline customer and operational data 🔄 Cross-Functional Coordination • Collaborate closely with Marketing, Inventory & Logistics, Installer Operations, and Customer Support leadership, • Help ensure operational commitments align with customer expectations and fulfillment capabilities, • Improve communication alignment between departments that impact the customer journey, • Support initiatives focused on improving speed, operational clarity, and customer satisfaction 🧩 Process Improvement & Operational Discipline • Help improve workflows, operational processes, and frontline execution standards, • Identify inefficiencies or breakdowns negatively impacting revenue performance or customer experience, • Support workflow optimization and operational scalability initiatives, • Ensure operational consistency and process adherence across frontline teams 👥 Team Leadership & Accountability • Hire, onboard, coach, and develop sales and customer support personnel, • Manage employee accountability, performance improvement initiatives, and corrective actions when necessary, • Foster a culture focused on professionalism, ownership, execution, and continuous improvement, • Help ensure staffing levels align with operational demand and business growth needs, • Oversight of 3-4x Contact Center Agents; 1x Contact Center Supervisor; 1x Marketplace Specialist; 1x B2B 3rd Party Sales Firm 💰 Accounts Receivable & Payment Follow-Up • Oversee customer payment follow-up and reconciliation processes, • Monitor outstanding balances and aging accounts receivable, • Support professional customer communication regarding unpaid balances and payment commitments, • Help reduce overdue receivables through operational follow-up discipline 🤝 B2B Partnership Coordination & Growth Support • Support operational coordination efforts tied to outsourced B2B sales partnerships, • Monitor partner communication, accountability, and sales activity performance, • Assist leadership with reporting, operational coordination, and growth initiatives tied to B2B partnerships, • Help support the long-term development of the company’s B2B revenue channels Required Qualifications • 3+ years of experience in sales leadership, customer operations, revenue operations, or contact center management, • Experience managing frontline sales or customer support teams within a virtual or high-volume communication environment, • Strong leadership, communication, coaching, and accountability management skills, • Proven ability to improve operational performance, customer experience, or revenue-related outcomes, • Experience managing KPIs, operational reporting, and performance accountability, • Strong organizational, analytical, and problem-solving abilities, • Experience handling customer escalations and customer de-escalation situations, • Ability to operate effectively in a fast-paced, evolving, growth-focused environment, • Strong sense of ownership and operational discipline Preferred Qualifications • Experience in high-ticket B2C or service-based sales environments, • Experience managing eCommerce or marketplace operations (Amazon, eBay, WooCommerce, Shopify, etc.), • Experience supporting B2B sales partnerships or account management initiatives, • Experience managing remote or distributed teams, • Automotive, hybrid/EV, field service, or technical service industry experience, • Experience with conversion optimization, lead quality analysis, or operational scaling initiatives, • Career Growth Path 🚀 Revenue Leadership Progression Path • Revenue & Customer Operations Manager, • Director of Sales & Customer Experience, • VP of Revenue / Chief Revenue Officer Compensation Estimated Total OTE: ~$60,000 - $112,245+ Base Salary + Monthly & Quarterly Bonuses Why Join The Hybrid Geek? This is an opportunity to play a meaningful leadership role inside a fast-growing national company operating at the intersection of automotive service, operational execution, customer experience, and sustainable transportation solutions. We are looking for a highly accountable leader who thrives in fast-moving environments, values operational excellence, understands the importance of execution discipline, and wants to help build scalable systems that support long-term national growth.