Business Support Manager - Landover, MD bei Renuity, LLC

Business Support Manager - Landover, MD

Full Time Onsite - Salary $65,000 - $80,000

Our Vision:

The most trusted name in home improvement, providing every homeowner with a seamless journey to a home they love.

Our Mission:

Create value for our stakeholders by elevating customer expectations across our industry and consistently delivering best-in-class home improvement services. We accomplish this through tech-enabled innovation, industry-leading talent, and a company-wide commitment to seamless customer experiences.

Manager expectations

Our Managers are expected to exhibit the following Manager Expectations in all aspects of their role by being:

Results Driver

• Focus on the right inputs for their business and execute with quality and efficiency

• Take on new opportunities and tough challenges with a sense of urgency

• Despite setbacks leaders show resiliency with updates with plans to get back on track

• Able to execute a project from beginning to end and work through blockers/issues autonomously

People Developer

• Prioritizes setting clear goals and expectations with their team and investing time in their team's development

• Managers insist on the highest standards and continue to raise the bar for their employees

• Provides consistent coaching, feedback, and support throughout the year

• Identifies and delegates the right growth/stretch opportunities for their team

• Empower employees to solve complex issues and can guide and coach employees through opportunities

Ownership Mindset

• Demonstrates a high level of personal accountability for their actions and performance

• Leaders think long-term and don't sacrifice long-term value for short-term results

• Manages underperformance promptly and effectively in partnership with HR/Manager

• Leaders act on behalf of the entire company, beyond just their own team. They never say "That's not my job“

Proactive Innovator

• Demonstrates operational excellence through streamlining/optimizing processes and workflows

• Looks for ways to show continuous improvement for the team and business

• Proactively solves problems while generating alignment with the proper stakeholders

• Comfortable with change and is a change agent. Leans into as opposed to resisting it

• Brings new ideas to the table to drive the business forward

Culture Builder

• Brings a positive can-do mindset in good and bad times that permeates through the team

• Creates a fun, engaging, and professional work environment

• Actively solicits and implements feedback from direct reports

• Celebrates and recognizes employee for positively impacting the team and business

Most importantly, together we embrace a collaborative spirit to propel all Renuity Divisions to achieve faster growth, greater profitability, and become THE most trusted name in home improvement.

Job Summary:

The Business Support Manager is responsible for directing and overseeing the company’s administrative operations, customer service programs, and scheduling processes. This leadership role exercises independent judgment and decision-making authority to develop strategies, implement policies, and manage staff to achieve departmental and organizational goals. The manager plays a critical role in ensuring operational efficiency, driving process improvements, and delivering an exceptional client experience.

Essential Functions/Physical Requirements of Job:

· Manage and coordinate day-to-day administrative functions, including office management, reporting, and internal communications.

· Manage backlog and ensure that banking is correct,

· Drive positive NPS scores and initiate processes to improve them,

· Proactively innovate and structure back office workflows

· Work with Install and Sales Manager to ensure jobs are flowing through the process in a timely manner,

· Partner with the Install Team on collection of outstanding Account Balances and escalate AR issues including demand letters and liens,

· Prepare Sales and Install Commissions on time and accurately,

· Lead customer service efforts, ensuring high levels of responsiveness, professionalism, and client satisfaction.

· Exercise independent judgment to resolve complex issues involving scheduling conflicts, resource allocation, or client escalations.

· Oversee scheduling operations for staff, resources, and services; troubleshoot conflicts or delays to maintain workflow efficiency.

· Hire, Supervise, train, and support administrative and customer service staff.

· Develop and maintain operational procedures to improve efficiency and ensure consistency across support functions.

· Analyze departmental performance metrics and generate strategic reports and recommendations for senior leadership.

· Serve as a liaison between departments to streamline communication and resolve operational issues.

· Support special projects and initiatives as directed by leadership.

Qualifications:

· Bachelor’s degree in Business Administration, Management, or related field (or equivalent experience).

· 3–5 years of experience in business operations, administrative management, or customer service leadership.

· Proven ability to manage multiple functions and teams simultaneously.

· Strong communication, problem-solving, and organizational skills.

· Proficiency in office software (e.g., Microsoft Office, CRM systems) and scheduling platforms.

· Ability to work in a fast-paced environment and adapt to shifting priorities.

Key Performance Indicators

· Backlog Turnover

· AR Collections

· Throughput Capacity – Scheduling to Install Capacity

· NPS Score

· Install Revenue Targets

Computer Operations:

To perform this job successfully, an individual should have a strong knowledge of Microsoft Office 365 Suite, and the ability to learn and effectively use software applications used in the performance of job duties.

Physical Requirements:

To perform this job successfully, an individual should be able to sit for long periods of time at a desk using a computer and occasionally lift and/or move up to 25 lbs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Classification:

Job is exempt from the overtime provisions of the Fair Labor Standards Act. Salary and benefits shall be paid consistent with Renuity, LLC salary and benefits policy.

Work Environment:

The work is performed in an office setting. The noise level is moderate.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Renuity is a leading tech-enabled direct-to-consumer home improvement services business delivering best-in-class residential remodeling services. Renuity focuses on quick-turn (1-2 day) home improvement jobs across a variety of products including windows & doors, bath remodels, kitchen cabinet refacing, garage floor coatings, closet and home organization solutions and re-roofing. Renuity offers homeowners a simpler process for home improvement: the ability to transform areas of their home in 1-2 days with quality products, an experienced local contractor with reliable workmanship, an efficient, tech-enabled experience and a national company standing behind its warranty. We believe deeply in our mission to elevate customer expectations for home improvement and to define what best-in-class truly looks like. Our innovative model and leadership team has the company poised to become the largest DTC home improvement provider in the US, with plans to expand into every market in the continental United States over the next three years. Renuity goes to market under both our national Renuity brand as well as via eight regional brands doing business as “a division of Renuity” (Closet America, FHIA Remodeling, Home Smart Industries, Mad City, Max Home, Pacific Bath, Rite Window & Bath and Statewide Remodeling).

Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected]. 

If you have a question regarding your application, please contact [email protected]

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