Customer Experience Manager

Sunrise Irrigation LLC • Palm Harbor, FL

8d • $70,000 - $90,000 • Onsite

About The Position

Sunrise Irrigation is seeking an experienced Customer Experience Manager to lead its Customer Service and Dispatch teams. This leadership role is responsible for developing employees, improving team and operational performance, and ensuring a high-quality customer experience throughout the customer journey. The manager balances customer satisfaction, employee development, operational excellence, and company growth while supporting a culture built on Sustainability, Service, Education, and Integrity.

The role oversees daily Customer Service and Dispatch operations, develops team members and future leaders, manages escalated customer concerns, monitors service quality, and uses performance data to drive improvement. It also involves maintaining staffing and scheduling coverage, improving processes and workflows in ServiceTitan, and collaborating across the organization.

This is a full-time, in-person position in Palm Harbor. The average workweek is approximately 50 hours, Monday through Friday, with rotating Saturdays required. Additional hours may be needed based on business needs. Compensation is a $70,000–$90,000 base salary, depending on experience, plus performance-based incentive opportunities.

Requirements

• At least 3–5 years of customer service management experience.
• Experience in the home services industry.
• ServiceTitan experience is required.
• Proven experience leading customer service and/or dispatch teams in a high-volume environment.
• Demonstrated success improving customer satisfaction, employee engagement, productivity, and operational performance.
• Experience managing escalated customer concerns and conflict resolution.
• Strong understanding of dispatch operations, scheduling, and customer communication processes.
• Experience using KPIs, scorecards, quality assurance programs, and performance metrics to drive results.
• Strong written and verbal communication, active listening, relationship-building, and customer resolution skills.
• Team development and coaching, employee engagement, performance management, conflict resolution and change management, KPI management, process improvement, quality assurance and control, data analysis and reporting, and strategic problem-solving capabilities.
• Ability to work in a fast-paced environment and maintain a professional, positive, solutions-oriented approach.
• Full-time, in-person availability in Palm Harbor, with an approximately 50-hour workweek, Monday through Friday, rotating Saturdays, and additional hours as business needs require.

Nice To Haves

• Bachelor’s degree in Business Administration, Management, Organizational Leadership, Communications, or a related field is preferred.
• Candidates with 7–10 years of progressive management experience may be considered in lieu of a bachelor’s degree.

Responsibilities

• Lead, coach, mentor, and develop Customer Service Representatives and Dispatch personnel.
• Set performance expectations and accountability standards; conduct one-on-one coaching, performance evaluations, and development planning.
• Foster a positive, collaborative, customer-focused team culture; recognize achievements and address performance concerns.
• Develop future leaders and promote employee engagement, retention, and professional growth.
• Ensure customer interactions reflect Sunrise Irrigation’s service commitments and monitor interaction quality.
• Manage escalated customer concerns and provide timely, effective resolutions.
• Identify trends affecting customer satisfaction and implement improvement strategies.
• Support customer retention through service excellence and relationship building.
• Monitor and improve departmental performance metrics and oversee quality assurance and quality control initiatives, including call monitoring and customer interaction reviews.
• Analyze performance data, implement corrective action plans, and use scorecards, coaching, and performance tracking to establish accountability.
• Prepare and present departmental reports to leadership.
• Oversee daily Customer Service and Dispatch operations and ensure appropriate staffing and scheduling coverage.
• Collaborate with Operations, Sales, Marketing, and Field Leadership to improve communication and customer experience.
• Ensure accurate customer data management and workflow execution within ServiceTitan.
• Develop and maintain processes, procedures, and best practices; identify opportunities to improve efficiency, productivity, and scalability.
• Support company initiatives, growth strategies, and operational objectives.
• Model Sunrise’s culture and values and build cross-functional relationships.
• Contribute to a culture of accountability, collaboration, and continuous improvement.

Benefits

• Medical, dental, and vision benefits.
• Paid time off and company holidays.
• Professional development opportunities.
• Advancement opportunities within a growing organization.
• Performance-based incentive opportunities tied to team and departmental performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed