Manager Client Support Rh Boutique Partners

Waterworks is a company known for designing exquisite fittings, fixtures, and hardware for homes and hotels, with over 40 years of experience in elevating bath and kitchen experiences. They value collaboration, creativity, and employee development, offering extensive training, career growth, competitive salaries, and comprehensive benefits.

Location: Remote

Salary: $75,000 - $80,000 a year

Responsibilities

• Lead, coach, and develop a regional team of Client Support Supervisors and Team Leads to deliver a premium, luxury-caliber service experience to internal and external clients
• Build and maintain strong partnerships with showroom leadership and sales teams to support an exceptional client experience and seamless order management
• Partner with the Director to develop, refine, and implement standardized operating procedures across the division
• Oversee service execution for large-scale, high-profile, and special projects within the region, ensuring all service-level expectations and timelines are met
• Communicate critical business, operational, and performance updates through regular team meetings and ongoing leadership engagement
• Ensure timely completion of daily workflows, documentation, and service activities; proactively assess workloads and rebalance resources as needed
• Collaborate closely with Service and Technical Support teams to manage support ticket volume and backlog, ensuring service-level agreements are consistently achieved
• Design, deliver, and continuously improve onboarding and ongoing training programs to develop team capability and performance
• Partner cross-functionally to identify process gaps, implement best practices, and drive operational efficiency and scalability
• Manage and enforce the order-to-cash process, ensuring compliance with internal controls, audit requirements, and company policies
• Coach and support Client Support Supervisors and teams in resolving client, showroom, and operational escalations effectively and professionally
• Equip teams with the tools, resources, and guidance necessary to achieve quarterly shipping targets and performance goals
• Serve as the final escalation point for unresolved or high-impact client, operational, or service issues within the region
• Enforce consistent adherence to service standards, policies, procedures, and company values
• Prepare and deliver weekly and monthly performance reporting, including service metrics, compliance measures, and operational insights
• Lead or support additional strategic initiatives and projects as assigned

Requirements

• Bachelor’s degree or equivalent combination of education and experience
• 5 years of management experience in a customer service–driven environment
• Understanding of high-end retail sales and luxury service standards
• Highly organized with the ability to multitask and adapt quickly to changing priorities
• Proven leadership skills to direct, motivate, and empower teams to achieve results
• Ability to foster a collaborative team environment that promotes high performance and goal attainment
• Demonstrated ability to build strong relationships with internal partners and external clients
• Strong problem-solving and solution-oriented mindset
• Proficiency with computer systems, including advanced Microsoft Excel skills (pivot tables, exports, and reporting); ERP systems
• Knowledge of plumbing, surfaces, or construction preferred
• Ability to travel up to 30% to showroom locations and/or the corporate office

Benefits

• Extensive training and career growth opportunities
• Competitive salaries and bonus potential
• Comprehensive benefits including medical/dental/vision, and 401k retirement plan
• Generous PTO program (vacation, personal, and sick time)
• Additional perks like summer half days and a volunteer day
• Company-observed holidays (at least 8 federal holidays plus a floating holiday)

Additional Information

• Currently accepting internal applications through May 11th