Company: SpaceStars Deck Builders
Department: Field Operations (Production / Installation)
Job Title: Customer Success & Operations Manager
Reports To: Director of Operations
Direct Reports: None initially. This role has a defined path to build and lead a Customer Success & Operations team as the company scales.
Compensation: $70,000 – $85,000 base salary, commensurate with relevant experience
About SpaceStars Deck Builders:
South East Michigan’s premier deck building company is looking to grow by adding a key leadership role. We are poised for significant growth over the next 3–4 years by further professionalizing, systematizing, and expanding our operations.
Mission of Field Operations: Provide the absolute highest quality of materials, workmanship, attention to detail, customer service, and consistency to our clients.
Company Vision: Be an organization where great people can build an amazing career and life for themselves and their families, develop as people, and be part of a high integrity team environment, through strong systems and processes, training, and personal development.
Company Values: Integrity, Hard Work, Perseverance, Continuous Improvement, Striving for Excellence, Teamwork, Accountability, Urgency, Thoughtfulness, Open Mindedness.
Position Overview:
The Customer Success & Operations Manager owns the customer’s experience and outcome from contract signing through project completion. This person is the single source of truth about where every customer stands in the pipeline — what stage they’re in, what has to happen next to keep them on schedule, their current disposition, and the status of any open issues. Beyond managing individual accounts, this role is accountable for identifying and driving improvements to the workflows, systems, and communications that shape customer outcomes company-wide.
This is an individual contributor role today, with a clear path to build and lead a Customer Success & Operations team as the company scales. The successful candidate will combine strong ownership instincts with the organizational and communication skills to serve as the central point of accountability between the back-office production team, field crews, and customers.
Key Responsibilities:
Pipeline & Customer Outcome Ownership
Maintains real-time command of every active customer’s status: current stage, next milestone, risk to schedule, open issues, and resolution plan.
Proactively identifies at-risk jobs and intervenes before they become escalations, rather than reacting after a complaint arrives.
Owns issue resolution end-to-end — not simply relaying information between crews, back-office, and the customer, but driving problems to closure and confirming the customer is satisfied with the outcome.
Shares ownership of company-wide CSAT and NPS targets, and is accountable for the customer-facing factors that drive them.
Serves as the customer’s main point of contact for progress updates, schedule changes, and issue communication, with professionalism and care.
Process Improvement Ownership:
Identifies recurring friction points in scheduling, communication, or handoffs across sales, production, field, and closeout.
Proposes specific, practical process improvements — and owns their implementation, including documentation and training the broader team on any new process.
Measures whether implemented changes actually improved outcomes (schedule adherence, communication gaps, complaint volume, etc.) and iterates accordingly.
Acts as the voice of the customer inside the business, feeding patterns from issues and delays back into operational decisions.
Coordination, Documentation & Administration:
Accurately maintains project records, including progress reports, material logs, safety compliance forms, punch lists, and photographic documentation of job progress.
Coordinates logistics such as material deliveries, specialty subcontractors, and equipment staging to keep projects on schedule.
Assists with the preparation, submission, and tracking of permits, and coordinates inspections with municipal authorities and the Field Supervisor / Field Operations Manager.
Uses construction management, task-based, or CRM software along with general office applications (e.g., Google Workspace) for accurate data entry, tracking, and reporting.
Success Metrics:
Performance in this role is measured primarily through shared ownership of Customer Satisfaction (CSAT) and Net Promoter Score (NPS), alongside operational indicators such as on-time project completion and issue resolution time.
Experience & Background:
We’re looking for someone with a genuine track record of owning customer outcomes and improving processes at a high-growth, operationally intensive B2C business — the specific industry matters far less than the pattern of experience. Strong candidates may come from backgrounds such as home services (roofing, solar, HVAC, remodeling), moving and relocation, fitness or wellness membership businesses, subscription or DTC logistics and fulfillment, property management, healthcare or dental service organizations, automotive services, or similar operationally intensive, customer-facing businesses. Construction or home-services experience is a plus but is not required.
Relevant Experience: 3+ years in a customer success, operations, account management, or project/project coordination role at a company managing a high volume of concurrent customer accounts or jobs (typically 50+ at a time).
Process Improvement Track Record: A specific, tellable example of a process the candidate personally identified, redesigned, or implemented — and evidence of the measurable change that resulted (fewer delays, fewer complaints, improved satisfaction scores, reduced churn, etc.).
Outcome Ownership: Demonstrated experience owning a customer-facing metric (CSAT, NPS, retention, on-time delivery, etc.), not just supporting someone else who owned it.
Adaptability: Comfort working in a fast-paced, high-growth environment where processes are still being built and refined.
Must-Have Traits:
High degree of accountability — takes ownership of customer outcomes and follows through without being managed closely.
Exceptional written and verbal communication — able to act as a clear, reliable liaison across internal teams and directly with customers.
Strong organizational skills — able to track many concurrent customers or projects accurately and without things falling through the cracks.
A genuine improvement mindset — doesn’t just flag problems, but proposes and drives solutions.
Proactive time management — able to prioritize across many equally important, concurrent responsibilities.
Excellent customer service instincts — handles schedule changes and issues with professionalism, empathy, and care.
Work Schedule:
Preferred location - Detroit Metro Area
Work Location - Hybrid with some days in our Ann Arbor office
Required availability: Monday through Friday, with occasional Saturday responsibilities.
