Revenue & Customer Operations Manager

About The Hybrid GeekAt 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 ValuesGrit "” We solve problems and push through challengesExcellence "” We hold high standards across every customer interactionExecution "” Strong ideas only matter if they are executed consistentlyKaizen "” Continuous improvement drives long-term successSustainability "” Extending vehicle life while reducing environmental wasteAbout the RoleThe 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) saleseCommerce and marketplace operationsCustomer support and warranty operationsAccounts receivable follow-up processesGrowing B2B sales partnershipsThis 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 OptimizationLead and manage frontline inbound and outbound sales operations within the company's virtual contact centerImprove sales conversion performance through coaching, call reviews, objection-handling development, and process refinementEstablish clear sales execution standards, follow-up expectations, and accountability metricsMonitor KPIs including close rates, lead response times, pipeline activity, booking quality, and customer responsivenessSupport revenue growth initiatives through frontline operational insights and customer feedback trendsHelp strengthen sales consistency and improve overall customer buying experience? Customer Support & Customer Experience OperationsOversee daily customer support and warranty support operations across multiple communication channelsEnsure high standards for professionalism, communication quality, responsiveness, and escalation handlingDrive accountability around customer satisfaction, resolution timelines, and follow-up disciplineMonitor online reviews, customer feedback trends, escalation patterns, and operational friction pointsCoordinate cross-functionally to resolve customer-impacting operational issues efficientlyHelp strengthen brand reputation by ensuring a consistent and professional customer experience across the entire customer journeyEnsure customer concerns are properly documented, escalated, and resolved appropriately?? eCommerce & Marketplace OperationsOversee day-to-day customer experience operations tied to eCommerce and marketplace sales channelsEnsure timely order handling, customer communication, and issue resolutionMonitor marketplace performance metrics including feedback ratings, dispute trends, response times, and operational efficiencyCollaborate with internal teams to improve listing quality, customer experience, and conversion performance?? Quality Control, Coaching & TrainingReview phone calls, emails, customer interactions, and support communications for quality assurance purposesProvide structured coaching and actionable feedback to improve professionalism, communication quality, and sales effectivenessIdentify training gaps and support ongoing employee development initiativesMaintain customer communication standards, scripts, and operational best practicesSupport onboarding and training efforts for new team members?? Market Intelligence & Operational InsightsMonitor competitor trends, customer objections, pricing feedback, and customer behavior patternsDeliver operational insights and frontline market intelligence to company leadershipIdentify recurring operational pain points and recommend process improvementsSupport leadership decision-making with frontline customer and operational data?? Cross-Functional CoordinationCollaborate closely with Marketing, Inventory & Logistics, Installer Operations, and Customer Support leadershipHelp ensure operational commitments align with customer expectations and fulfillment capabilitiesImprove communication alignment between departments that impact the customer journeySupport initiatives focused on improving speed, operational clarity, and customer satisfaction?? Process Improvement & Operational DisciplineHelp improve workflows, operational processes, and frontline execution standardsIdentify inefficiencies or breakdowns negatively impacting revenue performance or customer experienceSupport workflow optimization and operational scalability initiativesEnsure operational consistency and process adherence across frontline teams?? Team Leadership & AccountabilityHire, onboard, coach, and develop sales and customer support personnelManage employee accountability, performance improvement initiatives, and corrective actions when necessaryFoster a culture focused on professionalism, ownership, execution, and continuous improvementHelp ensure staffing levels align with operational demand and business growth needsOversight of 3-4x Contact Center Agents; 1x Contact Center Supervisor; 1x Marketplace Specialist; 1x B2B 3rd Party Sales Firm?? Accounts Receivable & Payment Follow-UpOversee customer payment follow-up and reconciliation processesMonitor outstanding balances and aging accounts receivableSupport professional customer communication regarding unpaid balances and payment commitmentsHelp reduce overdue receivables through operational follow-up discipline?? B2B Partnership Coordination & Growth SupportSupport operational coordination efforts tied to outsourced B2B sales partnershipsMonitor partner communication, accountability, and sales activity performanceAssist leadership with reporting, operational coordination, and growth initiatives tied to B2B partnershipsHelp support the long-term development of the company's B2B revenue channelsRequired Qualifications3+ years of experience in sales leadership, customer operations, revenue operations, or contact center managementExperience managing frontline sales or customer support teams within a virtual or high-volume communication environmentStrong leadership, communication, coaching, and accountability management skillsProven ability to improve operational performance, customer experience, or revenue-related outcomesExperience managing KPIs, operational reporting, and performance accountabilityStrong organizational, analytical, and problem-solving abilitiesExperience handling customer escalations and customer de-escalation situationsAbility to operate effectively in a fast-paced, evolving, growth-focused environmentStrong sense of ownership and operational disciplinePreferred QualificationsExperience in high-ticket B2C or service-based sales environmentsExperience managing eCommerce or marketplace operations (Amazon, eBay, WooCommerce, Shopify, etc.)Experience supporting B2B sales partnerships or account management initiativesExperience managing remote or distributed teamsAutomotive, hybrid/EV, field service, or technical service industry experienceExperience with conversion optimization, lead quality analysis, or operational scaling initiativesCareer Growth Path?? Revenue Leadership Progression PathRevenue & Customer Operations ManagerDirector of Sales & Customer ExperienceVP of Revenue / Chief Revenue OfficerCompensationEstimated Total OTE: ~$60,000 - $112,245+Base Salary + Monthly & Quarterly BonusesWhy 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.

Created: 2026-05-08