Director of Client Experience - Eastern U.S.

Job Summary

The Director of Client Experience leads how we respond to and support inbound clients, from first contact through scheduling the work. You’ll coach Client Experience Managers and teams to handle leads well, convert business consistently, and work smoothly with Sales, Operations, and the Field. The focus is on doing right by the client while making smart, sustainable sales decisions and leading by example.

Job Goals

• Build and lead a best in class inbound client experience that supports our sales goals
• Drive scalable inbound lead conversion, booking rates, and revenue performance
• Coach CX leaders to develop sales acumen, accountability, and execution excellence
• Oversee and monitor a seamless handoff from lead intake through closing, dispatching, and scheduling
• Set the tone by leading with a client first mindset while demonstrating disciplined, sustainable sales practices

Job Responsibilities

• Lead, Coach, and Develop Client Experience Leadership
• Own the overall performance of inbound lead pipelines across all CX teams
• Define, monitor, and continuously improve inbound lead and client experience KPIs, including but not limited to: Lead response time, Accuracy Rates, Close/Win rates, Answer Rates, Dispatch timeliness, Client satisfaction indicators
• Partner with Recruiting and HR to hire, onboard, and retain top CXM and PC talent
• Forecast staffing needs based on inbound volume and growth projections
• Ensure Salesforce and other systems are optimized to support inbound sales execution and scheduling
• Champion process improvements that increase efficiency without sacrificing client experience
• Maintain strong cross functional collaboration with Commercial, Field, Finance, and Technology teams

Qualifications

• 5+ years of sales, operations, and/or client experience with a clear progression in scope, accountability, and impact
• 3+ years leading inbound sales or contact center teams, with direct responsibility for performance outcomes (conversion, booking, revenue, service levels)
• Preferred experience in leading leaders who manage teams
• Strong Salesforce experience, using data to understand performance, diagnose issues, and guide decisions
• Proven success improving, driving and managing system and process changes to increase efficiency and enhance customer experience
• Clear, confident communicator who can align teams, navigate tough conversations, and explain the “why”
• Proven success in leadership and coaching, demonstrated people developer
• Demonstrated exceptional client relationship management skills
• Comfortable handling conflict, holding others accountable while maintaining trust and professionalism
• Exceptionally strong organizational skills with a proven ability to prioritize and execute
• Able to think beyond day to day execution, connect business goals to team priorities, and lead multiple initiatives at once

About GPRS

GPRS is the nation’s largest company dedicated to Intelligently Visualizing the Built World®. Since 2001, we’ve grown from a single GPR unit into a $200M industry leader helping teams across the U.S. plan, build, and manage safer, smarter projects. We deliver critical insight through utility mapping, GPR and concrete scanning, 3D modeling, reality capture, and digital facility records, giving our clients confidence from design through construction and beyond. Our Purpose To provide possibility for our team members and customers by intelligently visualizing the built world. GPRS Core Values Integrity, Teamwork, Mutual Respect, Growth Mindedness, Safety