Manager, Customer Experience

About the Role

We're Groundworks, North America's leading foundation repair and water management specialist. As a Top Workplace, we're looking for a Customer Experience Manager to lead the customer experience function for A1 Plumbing. This role owns the customer journey from initial lead generation and customer contact through appointment booking, sales conversion, and ongoing customer engagement. You will lead and develop the customer contact and Inside Sales teams, drive call center performance, and partner with leadership to execute local marketing strategies that generate demand and support business growth.

Responsibilities

• Leads the day-to-day operations and performance of the A1 Plumbing customer contact center and Inside Sales team, ensuring a consistent, responsive, and high-quality customer experience.
• Manages, coaches, develops, and holds accountable customer contact center team members and Inside Sales Representatives, establishing clear expectations for customer service, productivity, lead management, sales performance, and conversion.
• Establishes and monitors key performance indicators, including call volume, service levels, booking and conversion rates, lead response times, sales performance, customer satisfaction, and other measures of operational effectiveness.
• Oversees lead management and Inside Sales processes to ensure customer opportunities are appropriately assigned, followed up on, and managed to maximize booking and sales conversion.
• Evaluates staffing and scheduling needs based on call and lead volume, seasonality, marketing activity, business demand, and growth projections.
• Partners with A1 operational and sales leadership to align customer contact and Inside Sales activities with operational capacity, revenue goals, and business priorities.
• Oversees the execution of local marketing activities, campaigns, promotions, and community initiatives in partnership with Groundworks Marketing and A1 leadership.
• Monitors marketing, lead source, customer contact, and sales performance to evaluate the effectiveness of the customer acquisition funnel and identify opportunities to improve conversion and return on marketing investment.
• Identifies and implements improvements to the customer journey, including initial contact, appointment scheduling, sales engagement, service communication, and customer follow-up.
• Develops and maintains processes, procedures, scripts, service standards, and training to ensure consistent execution across the customer contact center and Inside Sales teams.
• Reviews customer feedback, complaints, cancellations, lost opportunities, and performance trends and partners with appropriate leaders to address recurring issues and customer escalations.
• Prepares and communicates performance reporting and partners cross-functionally with A1 and Groundworks teams to support customer experience, sales, marketing, and overall business objectives.
• Ensures department activities are conducted in accordance with Groundworks policies, procedures, and applicable standards.
• Regularly and reliably reports to work on time each working day.
• Performs other duties as assigned.

Requirements

• Bachelor's degree in Business, Marketing, Communications, Management, or a related field preferred; equivalent combination of education and relevant professional experience may be considered.
• Three or more years of progressively responsible experience in customer experience, call center operations, customer service, marketing, sales operations, or a related field.
• Previous experience leading and developing employees in a customer-facing, call center, sales, or service environment preferred.
• Experience within home services, plumbing, HVAC, construction, or another consumer service business is preferred.
• Experience managing or supporting local marketing initiatives, lead generation activities, or customer acquisition programs preferred.
• Demonstrated ability to use operational and customer data to identify trends, diagnose performance issues, and drive improvements.

Skills

• Strong understanding of customer experience, call center operations, customer service, lead management, appointment booking, and conversion practices.
• Working knowledge of local marketing, lead generation, customer acquisition, campaign execution, and marketing performance measurement.
• Ability to connect marketing activity, customer demand, call center performance, and operational capacity to support business growth.
• Strong leadership and people management skills with the ability to coach, motivate, develop, and hold team members accountable for results.
• Strong analytical and problem-solving skills with the ability to interpret performance data and translate findings into actionable improvements.
• Demonstrated ability to establish performance expectations and manage against measurable operational and customer experience metrics.
• Strong business acumen with an understanding of how customer experience and lead conversion impact revenue and overall business performance.
• Excellent interpersonal, written, and verbal communication skills with the ability to communicate effectively across frontline, management, and leadership audiences.
• Strong organizational and project management skills with the ability to manage multiple priorities in a fast-paced and changing environment.
• Ability to collaborate effectively across functions and balance local business needs with broader Groundworks processes, standards, and priorities.
• Customer-focused mindset with sound judgment and the ability to effectively manage escalated or sensitive customer situations.

Working Conditions

This position primarily operates in our A1 Plumbing office in Virginia Beach, VA within a call center environment with a moderate noise level. The role routinely uses standard office equipment and technology and requires extended periods of sitting and computer use. The position may require occasional travel to Groundworks locations, A1 service locations, community events, or other business-related locations. The role may require flexibility in work schedule based on customer demand, business needs, marketing activities, or operational requirements.

Physical Requirements

• Regularly required to communicate verbally and in writing, hear and interpret information, operate a computer and other office equipment, and remain in a stationary position for extended periods.
• Must possess sufficient visual acuity to review and analyze reports, customer information, marketing materials, and other business data.
• Occasional movement throughout the workplace and travel to other business locations may be required.

Pay

This role has a salary range between $70,000 and $115,000, based on experience.

Benefits

• Competitive Pay
• Employee Company Ownership Opportunities
• Industry Leading Training Programs
• Leadership Development and Career Growth Tracks
• Comprehensive and Affordable Benefits Package
• Top Workplace with Award Winning Culture