Job Description

Customer Service Manager The Customer Service Manager is responsible for delivering an exceptional customer experience across multiple client locations, with a primary focus on large national accounts. This position leads and develops teams of attendants and baristas, oversees daily service operations, and builds strong relationships with clients to ensure consistent service quality, operational excellence, and customer satisfaction. The Customer Service Manager also has direct responsibility for the seasonal Summer Heat Relief Program, overseeing all aspects of program execution, including staffing, hiring, training, scheduling, and daily operations. Through proactive client engagement, hands-on leadership, and a strong commitment to service excellence, this position drives customer satisfaction, strengthens client partnerships, and ensures teams consistently meet operational and service expectations. This is a fully on-site position, with approximately 80% of time spent in the field supporting client locations, employees, and operations, and 20% in an office setting. Remote work or work-from-home arrangements are not available for this role. Compensation: The salaried rate for this position is $60,000.00 to $75,000.00. Benefits: Aramark offers comprehensive benefit programs and services for eligible employees including medical, dental, vision, and work/life resources. Additional benefits may include retirement savings plans like 401(k) and paid days off such as parental leave and disability coverage. Benefits vary by location and are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works. Job Responsibilities Customer Service & Client Relationships: Build and maintain strong relationships with national account clients, stakeholders, and customers, serving as a primary contact for service-related matters. Drive a customer-first culture by setting clear service expectations and reinforcing exceptional customer interactions across locations. Proactively engage clients to anticipate needs, identify service improvements, and resolve concerns before they escalate. Visit assigned locations regularly to assess service quality, engage customers and employees, and ensure client expectations are met. Partner with operations leadership to strengthen client retention, service delivery, and business growth opportunities. Multi-Site Operations & Service Excellence: Oversee daily operations across multiple national account locations, ensuring compliance with company standards and client requirements. Direct attendant and barista operations, ensuring proper staffing, product availability, equipment cleanliness, and service readiness. Monitor inventory, ordering, stocking, merchandising, and equipment performance to maintain uninterrupted service. Establish consistent operating procedures while accommodating the unique needs of individual client locations. Coordinate with operations, route service, and equipment teams to resolve service or maintenance issues and uphold food safety and sanitation standards. Team Leadership, Hiring & Development: Supervise, coach, and manage the performance of attendants and baristas across assigned locations. Lead recruitment, hiring, onboarding, and training to maintain appropriately staffed, high-performing service teams. Set clear expectations for customer service, attendance, productivity, professionalism, and accountability. Develop schedules, assign responsibilities, and adjust staffing to meet changing client and operational needs. Provide regular feedback, recognize strong performance, address concerns, and foster employee engagement, teamwork, and retention. Summer Heat Relief Program Management: Assume full operational responsibility for planning, implementing, and executing the seasonal Summer Heat Relief Program. Lead seasonal workforce planning, recruitment, hiring, onboarding, scheduling, supervision, and performance management of program attendants. Coordinate staffing, supplies, equipment, inventory, and service procedures across participating locations. Maintain a consistent field presence to monitor program effectiveness, support employees, and promptly resolve challenges. Partner with client stakeholders and internal leadership to address service needs, communicate program performance, and monitor labor, product usage, and service delivery. Financial & Business Performance: Monitor labor expenses, inventory, product usage, waste, and operating costs across assigned locations and programs. Align staffing and schedules with service demands and operational budgets. Support revenue growth and client retention through exceptional service, effective merchandising, and product availability. Track service and operational performance indicators to identify improvements in efficiency, productivity, and customer satisfaction. Ensure accurate inventory records, operational documentation, and financial reporting; communicate results, challenges, and opportunities to leadership. Qualifications High school diploma or equivalent required; additional education in business, hospitality, or a related field preferred. Previous experience in customer service, hospitality, food and beverage, or multi-location service operations. Demonstrated experience supervising, coaching, and developing employees, including hiring, onboarding, and performance management. Strong relationship-building and interpersonal skills, with the ability to effectively engage clients, customers, and employees at all organizational levels. Excellent communication, organizational, problem-solving, and conflict-resolution skills. Ability to manage multiple locations, balance competing priorities, and respond effectively to changing operational needs. Experience managing employee schedules, labor expenses, inventory, and operational performance. Ability to travel regularly between assigned customer locations and accommodate seasonal program demands.

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