Field Coordination Manager

RESPONSIBILITIES:

• Own all real-time field support and escalation management
• Act as the primary point of contact for urgent scheduling conflicts and field issues
• Rapidly resolve issues such as technician availability, customer escalations, and schedule disruptions
• Coordinate with Scheduling to adjust plans as needed while minimizing impact
• Serve as the bridge between field teams, customers, and internal stakeholders during live operations
• Ensure clear and timely communication across all stakeholders during issues
• Monitor and improve time-to-resolution for field-related issues
• Support field technicians with resources, information, and coordination needs
• Identify recurring issues and partner with Scheduling to drive long-term solutions
• Lead, coach, and develop a team focused on high-quality support execution
• Maintain strong relationships with customers and internal teams
• Support system and process improvements that enhance field visibility and responsiveness
• EDUCATION AND EXPERIENCE
• 2+ years of experience in customer support, field operations, or coordination roles
• Experience managing high-volume support environments
• Experience leading or coaching teams
• Strong communication and problem-solving skills
• Experience with CRM and support tools (Salesforce preferred)
• DESIRED SKILLS AND ATTRIBUTES
• Excellent communication and interpersonal skills
• Ability to remain calm and effective under pressure
• Strong prioritization and decision-making abilities
• Empathy and customer-first mindset
• Highly adaptable and responsive
• Strong collaboration skills across teams
• KPI OWNERSHIP:
• Time-to-resolution
• Customer experience / CSAT
• Field morale
• Escalation resolution effectiveness
• The base salary range for this full-time position is posted below, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.
• The salary range was determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range applicable to your location during the hiring process.
• Competitive compensation package including stock options
• Flexible work schedule
• Comprehensive benefits including retirement plan match
• Opportunity to make a real impact every day
• Work with a dynamic and growing team
• Unlimited PTO