Assistant Director, Customer Experience

Assistant Director, Customer Experience

Location: Remote

Compensation: $115,000 base salary, plus monthly performance incentives tied to performance.

Reports to: Marketing and dotted line into Operations

Growth path: Director of CX as the organization scales.

About the Role

Allied Roofing Partners (ARP) is building an in-house Customer Experience organization to serve a fast-growing, multi-brand roofing portfolio. You will be the first CX hire and the architect of the contact center that follows. This is a true player-coach seat: you will personally work leads and customers to prove out and calibrate the playbook, then hire and lead the CSR team that scales it.

Direct customer contact is a core, day-one requirement of this role, not a transitional duty. Until the CSR team is seated, you carry the full individual-contributor playbook yourself while supporting multiple brands across the US.

What You Will Do

Own the phones (primary, day one):

• Call every web-form lead the moment it lands via auto-dialer for select brands and direct dial with a target under 2 minutes speed-to-lead during coverage hours.

• Work the structured rehash recovery book across all brands: unsold quotes, viewed-not-accepted estimates, aged estimates, past customers, and missed calls.

• Follow and refine the established ARP playbook, scripts, and cadences; playbook adherence is required and measured.

• Hit individual production metrics: booking rate, call volume, and average call time to booking.

Build the contact center (in parallel):

• Define CX capacity requirements across the enterprise.

• Recruit and hire the CSR team, sourcing candidates: screening, live role-plays, and reference checks.

• Build the operating infrastructure: playbooks, QA and call-scoring, training and onboarding programs, scheduling, and coverage models.

• Onboard, coach, and performance-manage CSRs. Run intra-week calibration and call reviews.

• Partner with Marketing and Operations on lead quality feedback, staffing gates, and the plan for a future centralized contact center, including location and staffing scenarios.

• Ensure compliance across TCPA, DNC, and call-recording requirements.

What Success Looks Like

• Productive on speed-to-lead in week 1, full rehash cadence within 30 days.

• Playbook proven in your own calls: rehash consistently booking jobs and outbound capacity near limit for one caller.

• First CSRs sourced, hired, and productive as volume gates clear.

• Documented playbooks, QA, and training that let each new CSR ramp faster than the last.

What You Bring

• 5+ years in customer success, contact center, or CX operations, ideally in home services, or an adjacent trade.

• Builder: You have built or managed call center processes, teams, and training programs from the ground up.

• Track record of recruiting, onboarding, and retaining frontline talent at scale; an active network of CSR-caliber candidates is a strong plus.

• Hands-on operator comfortable personally making high volumes of outbound calls and being measured on results.

• CRM- and dialer-fluency: disciplined about process, documentation, and data.

• Self-managed and remote- competitive on speed and coachable. Able to review own performan