Description

Position Summary

We are seeking a strategic, hands-on Customer Experience Manager to build and lead a newly formed proactive engagement team within our call center operation. This team will own customer interactions across outbound phone outreach, chat, SMS, and email — executing retention strategies and creating intentional experiences that strengthen customer loyalty.

This is not a traditional support role. The ideal candidate will design workflows, identify customer friction points, and build communication strategies — across both voice and digital channels — that reduce inbound volume and elevate the customer experience.

Key Responsibilities

Team Leadership & Development

Build, train, and lead a team of Customer Experience Specialists
Establish performance expectations, KPIs, and quality standards
Coach team members on written and verbal communication, tone, and problem resolution
Foster a culture of ownership, urgency, and customer-centric thinking

Multi-Channel Experience Management

Oversee proactive customer interactions across outbound voice, chat, SMS, and email
Ensure timely, accurate, and brand-aligned engagement across every channel
Implement workflows and automation where appropriate
Partner with call center operations to ensure consistency between reactive and proactive functions

Proactive Customer Engagement Strategy

Design and execute outbound communication programs (e.g., post-treatment follow-ups, service reminders, retention saves, surprise-and-delight outreach)
Identify opportunities to reduce inbound call drivers through proactive intervention
Develop campaigns that improve retention, satisfaction, and customer lifetime value
Build outreach strategies tailored to package customers and long-tenured accounts

Operational Strategy & Process Improvement

Analyze customer contact reasons and identify systemic issues
Partner with call center leadership to reduce friction points
Build scalable processes that improve efficiency and customer experience
Leverage CRM and telephony data to inform decisions

Performance & Analytics

Define and track KPIs such as save rate, retention impact, CSAT, contact deflection, and response/resolution time
Report on team performance and business impact to senior leadership
Use data to continuously refine strategy and execution

Qualifications

Required

3–5+ years of experience in customer service, contact center, or CX operations
2+ years in a leadership or supervisory role
Experience managing both voice and digital support channels
Strong analytical and problem-solving skills
Excellent written AND verbal communication skills (this role lives and dies by tone and clarity)
Proven ability to build processes from scratch in a fast-paced environment

Preferred

Experience in home services or subscription-based businesses
Familiarity with CRM systems (e.g., Real Green or similar platforms)
Familiarity with telephony platforms (e.g., NICE or similar)
Background in customer retention or lifecycle marketing
Experience implementing automation or workflow tools

Key Competencies

Strategic thinking paired with hands-on execution
Strong ownership mentality (no “that’s not my job” thinking)
Ability to identify root causes vs. surface-level problems
Comfort with ambiguity and building from the ground up
Bias for action and continuous improvement

What Success Looks Like

Reduced inbound call volume driven by proactive outreach
Improved customer satisfaction and retention rates
Consistent, high-quality engagement across voice and digital channels
Clear visibility into customer issues and resolution trends
A scalable proactive engagement function that complements — not duplicates — the call center

Why This Role Matters

This role plays a critical part in transforming how we interact with customers — moving from reactive support to proactive engagement. The right leader will not only improve efficiency but fundamentally elevate how customers perceive our brand.

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