Customer Experience Manager

Roth Home • Aurora, OR

7d

About The Position

What Is Our Purpose? We work to improve our customers and employees quality of life in a sustainable manner. We strive to be symbols of the community and better ourselves every day. What You’ll Do: The Customer Experience Manager leads the day-to-day operations of the Customer Experience Department. This role is responsible for developing people, improving performance, and managing the continued launch and optimization of AI-driven Customer Service Representatives (AI CSR) while partnering closely with leadership and brand teams across the Turnpoint organization.

Requirements

• Bachelor’s degree in Business or a related field, or equivalent leadership experience.
• Previous call center or customer experience leadership experience preferred.
• A collaborative, adaptable leadership style with the ability to lead through change.

Nice To Haves

• Experience working with AI-driven customer service tools or technology-enabled contact centers is a plus.

Responsibilities

• Lead and support the daily operations of the Customer Experience team, ensuring a high standard of service and performance.
• Develop and manage inbound and outbound call strategies that drive booked service appointments and revenue.
• Train, coach, and develop team members on converting calls into booked appointments while delivering an exceptional customer experience.
• Create, refine, and maintain call scripts and standards for both human and AI CSR channels to ensure clarity, consistency, and alignment with Roth Home’s brand voice.
• Manage the continued rollout, performance, and improvement of AI CSR, ensuring it supports customer needs and business demand.
• Partner with leadership and brand teams across Turnpoint organizations to align customer experience strategies, goals, and best practices.
• Monitor performance metrics and remain flexible in adjusting benchmarks and KPIs to meet current demand, seasonal changes, and business priorities.
• Review recorded calls, provide feedback, and coach team members to improve effectiveness, empathy, and trust-building.
• Ensure customer concerns and complaints are resolved quickly, professionally, and in line with company expectations.
• Build schedules and staffing plans that align people and AI resources with business demand.
• Create a culture of accountability, teamwork, and continuous improvement within the Customer Experience team.
• Reinforce the value of each team member’s contribution to Roth Home’s success and customer loyalty.
• Support elite membership programs while maintaining healthy membership retention.

Benefits

• Competitive wages, bonuses, and incentives
• 90% paid Health, Dental, Vision, and life insurance benefits
• 401K Retirement matching
• 6 Paid Holidays
• Paid Time Off
• Opportunities for Advancement
• An environment you can enjoy!
• Company breakfasts, monthly promotions, adidas and Columbia Sportswear employee store passes, a team you can trust and managers who care.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 51-100 employees