Customer Success & Quality Lead

Customer Success & Quality Lead

Drive Operational Excellence. Lead a High-Performing Team. Elevate the Customer Experience.

BathWorks is West Michigan’s fastest-growing Jacuzzi® remodeler—and we’re looking for a strategic, detail-driven Customer Success & Quality Lead to help scale our operations. In this key leadership role, you’ll oversee our Customer Operations team and ensure the seamless coordination of project setup, purchasing, permitting, and communication. Your leadership will directly impact job readiness, customer satisfaction, and the overall efficiency of our business as we continue to grow.

What You’ll Do:

• Lead and support a cross-functional team focused on project flow and customer communication
• Oversee job setup, material purchasing, and permitting to ensure every install is accurate and on time
• Manage escalations and serve as a key point of contact for complex customer and project issues
• Identify operational inefficiencies and implement improved SOPs to streamline workflows
• Step in to assist with key customer conversations, team coverage, or urgent project needs

You’re a Fit If You:

• Have experience leading teams and consistently achieving performance goals/KPIs
• Excel at problem-solving in fast-paced, customer-centric environments
• Are passionate about delivering a 5-star experience to both customers and internal teams

What’s In It for You:

• Impact & Ownership – Shape the systems that drive customer satisfaction and business success
• Career Growth – Real opportunity to grow into senior leadership as the company expands
• Comprehensive Benefits – Health, dental, and life insurance, PTO, and 401(k)

We're not just remodeling homes—we're building a business that values excellence, accountability, and people. In this role, you’ll be at the heart of that mission, helping our team and customers succeed every day.