Manager, Customer Operations

Job Description

Job Description

Since 1996, FTL Finance has specialized in financing for residential HVAC and other home improvement projects. Based in the heart of Missouri, we take pride in empowering thousands of hardworking contractors nationwide to elevate their businesses and increase sales. At FTL Finance, our mission to make home improvement easier on everyone is demonstrated in our dedicated support teams, robust digital tools, and programs to help homeowners with all types of credit.

We’re looking for a data detective who gets excited about spotting patterns, fixing inefficiencies, and building automations that make work easier for our people – and better for our customers.

The Manager, Customer Operations will lead the managers of Customer Service, Contractor Support, and Collections. Rather than living in the daily grind, this role zooms out to see the bigger picture — studying the data, spotting patterns, and building smarter ways of working that give our teams time back and make life easier for customers and contractors alike.

Success in this role means customer operations become easier to run, employees spend less time on repetitive tasks, and the business can handle growth while delivering the customer experience that defines FTL Finance’s difference in the industry.

Join the FTL team, where your passion for customer experience and expertise in using analytics and automation to design smarter, scalable operations will be welcomed in an environment that fosters growth, innovation, and success. Be part of a team that makes a real difference in the lives of contractors and homeowners across the nation!

What You'll Do :

• Establish clear, measurable success metrics and reporting frameworks for all operations teams.
• Coach operations leaders to use data and processes to drive accountability and deliver consistent, high-quality results.
• Create and maintain operational dashboards that effectively track efficiency, quality metrics, and customer satisfaction.
• Pinpoint bottlenecks within each department’s functions and workflows, implementing targeted solutions to enhance speed, accuracy, and scalability.
• Spearhead automation initiatives through collaborative partnerships with internal teams and external vendors.
• Develop and monitor clear KPIs across all teams to ensure accountability and performance visibility.
• Work closely with senior leadership on strategic projects that reduce operational costs while improving customer experience.
• Cultivate a team environment that embraces experimentation, continuous improvement, and operational excellence.

What You'll Bring :

What You'll Get :