Revenue & Customer Operations Manager

MISSION: We create lasting relationships by earning the trust of those we serve.

VISION: Be a major league player in minor league markets.

CORE VALUES: * Helpful * Humble * Aware * Driven

Position Overview

The Revenue & Customer Operations Manager is responsible for the leadership, financial performance, and operational excellence of the Berks Homes Selection Gallery program, one of the company's largest revenue-generating business functions outside of new home sales. The role oversees all Selection Gallery operations, consultants, business performance, and customer experience across multiple locations while driving profitability, operational consistency, and continuous improvement.

This position is accountable for maximizing option revenue, gross margin, operational efficiency, and homeowner satisfaction across all Selection Gallery locations. The Manager leads the strategy, execution, financial management, reporting, pricing oversight, and continuous improvement of the program, ensuring a consistent and exceptional homeowner experience while supporting the company's overall revenue and profitability goals.

In addition to leading the Selection Gallery, the Manager provides strategic oversight for companywide sales enablement initiatives and may oversee other revenue supporting customer facing functions, including the Online Sales Consultant (OSC) Team, Berks Realty, or other operational areas as organizational needs evolve.

The Manager partners closely with Sales, Marketing, Purchasing, Drafting, Construction, Finance, Creative, Office Operations, and Executive Leadership to align business strategies, improve cross-functional processes, and optimize the customer journey from contract through home completion.

This postion is bonus eligible.

ESSENTIAL FUNCTIONS: 

Selection Gallery Leadership (Primary Responsibility)

• Provide executive leadership for all Berks Homes Selection Gallery operations across multiple gallery locations.
• Own the financial performance of the Selection Gallery business, including revenue growth, gross margin, take rates, consultant productivity, and operational performance.
• Develop and execute strategies that maximize upgrade sales while delivering an exceptional homeowner experience.
• Establish consistent operational standards, customer service expectations, merchandising, appointment preparation, and gallery presentation across all locations.
• Ensure the Selection Gallery program operates as a scalable, data-driven business with clearly defined performance metrics and accountability.
• Oversee staffing strategy, consultant workload distribution, scheduling, and resource planning.
• Lead, coach, mentor, and develop the team to build a high-performing team structure.
• Drive continuous improvement initiatives that enhance operational efficiency, customer satisfaction, and profitability.
• Oversee option catalogs, pricing accuracy, specification packages, merchandising standards, and documentation processes.
• Partner with Purchasing, Drafting, Construction, Sales, and Finance to ensure all selections are accurate, profitable, buildable, and operationally efficient.

• Manage the Selection Gallery as a revenue producing business operation with responsibility for financial results.
• Develop annual budgets, forecasts, and business plans.
• Monitor key performance indicators including:
• Revenue
• Gross Margin
• Take Rates
• Consultant Sales Performance
• Option Category Performance
• Customer Satisfaction
• Appointment Capacity
• Operational Efficiency
• Utilize Power BI and other reporting tools to analyze business performance and identify opportunities for improvement.
• Lead pricing reviews and recommend strategies that improve profitability while maintaining market competitiveness.
• Prepare executive-level reporting and business reviews with actionable recommendations.

• Develop scalable operational processes that improve consistency, efficiency, and profitability.
• Lead initiatives that streamline workflows across customer facing departments.
• Ensure accurate documentation, reporting standards, commission processes, and operational controls.
• Champion continuous improvement through data analysis, customer feedback, and operational reviews.
• Establish performance dashboards that provide visibility into operational and financial results.

• Partner with Sales Leadership to improve customer conversion and alignment throughout the homebuying process.
• Collaborate with Marketing to support product launches, community openings, pricing updates, and customer communications.
• Work closely with Construction, Purchasing, Drafting, and Finance to ensure operational alignment and successful execution of customer selections.
• Serve as a strategic partner by identifying operational opportunities and recommending business improvements.

• Lead companywide sales enablement initiatives that improve the effectiveness of the sales organization.
• Ensure sales resources, tools, collateral, and processes remain current and aligned with company objectives.
• Support New Home Sales Consultants and Sales Leadership through process improvements and operational support.
• Champion an exceptional homeowner experience throughout the selections process and identify opportunities to enhance customer satisfaction.

As organizational priorities evolve, this role may provide leadership and strategic oversight for additional customer-facing revenue operations, including but not limited to:

• Online Sales Consultant (OSC) Team
• Berks Realty
• Customer experience initiatives
• Other revenue-generating operational functions assigned by Leadership

• Bachelor’s degree in Business, Marketing, Real Estate, Interior Design or a related field preferred.
• Minimum 5+ years of leadership experience in sales operations, real estate, customer experience, or revenue-focused roles.
• Proven ability to lead teams, manage budgets, and drive measurable financial outcomes.
• Deep understanding of sales processes, digital lead management, CRM usage, and the homebuilding customer journey.
• Strong communication, coaching, presentation, and cross-functional collaboration skills.
• Experience in managing multi-department functions or revenue operations preferred.
• Pennsylvania Real Estate License preferred (or ability to obtain).
• Ability to operate effectively in a fast-paced, high-growth environment.
• Proficiency in Microsoft Office products including Word, Excel, PowerPoint, and Outlook

• Professional office setting
• Ability to work at and/or travel to all company locations and facilities as needed.

• This position may occasionally require bending, squatting, kneeling, standing, walking, reaching, pushing, pulling and lifting up to 20 pounds.