Customer Experience Manager

JD Service Now•Durham, NC

12d•Onsite

About The Position

The Customer Experience Manager leads, develops, and energizes the Customer Service Representative (CSR) and Dispatch teams to deliver standout customer interactions, efficient scheduling, and strong booked call and revenue performance. This is a player-coach role—meaning you don’t just lead from the sidelines. You step in, model excellence, coach in real time, and help the team win together. Success in this role requires operational leadership, smart use of data, and a passion for raising the bar on service every day.

Requirements

3+ years in customer service, call center, or dispatch
2+ years in leadership
Proven success achieving booked call, conversion, or revenue goals
Ability to maintain a full 3-day Call Board
Strong coaching presence, communication skills, and problem-solving ability
Comfort in a fast-paced, goal-driven environment
Microsoft Office proficiency

Nice To Haves

Home services experience
Familiarity with ServiceTitan, PowerDialer, and Podium

Responsibilities

Coach through call reviews, observation, and clear, encouraging feedback.
Lead meaningful one-on-ones, performance conversations, and development planning.
Build a positive, accountable, service-first culture.
Provide ongoing weekly training and keep resources current.
Celebrate wins and address performance gaps quickly and constructively.
Support calls, dispatch coverage, and escalations as needed.
Demonstrate strong communication, booking excellence, and genuine customer care.
Maintain dispatch efficiency, technician productivity, and customer satisfaction.
Track booking %, conversions, response times, and schedule performance.
Manage staffing flow, weekend rotation, and ServiceTitan data accuracy.
Maintain scripts, service standards, and communication expectations.
Review recorded calls for coaching, compliance, and improvement.
Identify trends and partner with leadership on process enhancements.