Customer Experience Manager

Mario Purchaser LLC•Beltsville, MD

47d•$70,000 - $80,000•Onsite

About The Position

The Customer Experience Manager (CEM) serves as the frontline leader of our Customer Experience team and plays a critical role in shaping the first impression customers have of our organization. This position leads, develops, and inspires a team of Customer Experience Specialists responsible for converting inbound calls, digital leads, and outbound outreach into booked service and sales opportunities. The Customer Experience Manager creates a high-performance culture built around urgency, warmth, accountability, and exceptional customer service. This leader is responsible for ensuring every lead is handled effectively, customers receive a consistent and positive experience, and the team delivers against key performance expectations. In addition to day-to-day team leadership, the CEM continuously evaluates processes, technology, staffing, and performance data to identify opportunities to improve customer experience, booking performance, operational efficiency, and customer retention.

Requirements

Proven experience successfully leading, coaching, and retaining a high-performing customer service or call center team.
Strong customer-service mindset with the ability to lead through both customer and employee challenges.
Experience managing performance through KPIs, metrics, and measurable goals.
Demonstrated ability to identify inefficiencies and successfully implement process improvements.
Experience developing employee training, onboarding, or staff development materials.
Proficiency with telephony systems, call center technology, and Microsoft Office applications.
Strong problem-solving and decision-making skills.
Excellent written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced, high-volume environment.
Ability to work collaboratively across departments and levels of leadership.
Schedule flexibility, including the ability to work weekends when business needs require.

Nice To Haves

Bachelor's degree in Business, Communications, or a related field.
5+ years of experience leading a call center or customer service team.
Experience within residential home services, HVAC, plumbing, electrical, field services, or another high-volume service environment.
Experience with ServiceTitan or a similar CRM platform.
Experience managing inbound lead conversion and booking performance.
Sales, lead conversion, or negotiation experience.
Experience supporting multi-location operations.

Responsibilities

Lead, manage, coach, and inspire a team of Customer Experience Specialists responsible for converting customer inquiries into booked service and sales opportunities.
Establish clear performance expectations and hold team members accountable for individual and department goals.
Provide ongoing coaching, feedback, and development to maximize employee performance and growth.
Create and maintain onboarding, training, and development materials for the Customer Experience team.
Identify, interview, and hire talent to support department growth and business needs.
Build a culture of trust, teamwork, ownership, urgency, and exceptional customer service.
Support employee engagement and retention by creating an environment where team members can succeed and grow.
Ensure customers receive a professional, welcoming, and consistent experience during every interaction.
Serve as an escalation resource for Customer Experience Specialists, stepping in to resolve complex or sensitive customer situations.
Identify recurring customer concerns and implement solutions that improve the overall customer journey.
Reinforce best practices for call handling, lead conversion, customer communication, and service recovery.
Promote a customer-first mindset while balancing the operational needs of the business.
Monitor department KPIs and use performance data to drive individual and team accountability.
Track and report lead volume, call classifications, booking activity, disposition outcomes, and other key customer experience metrics.
Analyze performance trends to identify coaching opportunities, process gaps, and areas for improvement.
Develop action plans to improve conversion, productivity, customer satisfaction, and overall department performance.
Drive team results while maintaining a world-class level of service during every customer interaction.
Evaluate current processes, workflows, and technology to identify opportunities for greater efficiency and performance.
Proactively recommend and implement process improvements.
Develop and maintain best practices and standard operating procedures for Customer Experience operations.
Create and maintain staffing schedules that support seasonality, call volume, and evolving business needs.
Ensure appropriate coverage during peak demand periods.
Balance short-term operational needs with long-term department development and scalability.
Partner closely with Dispatch, Service, Sales, and Department Managers to ensure a seamless transition from customer booking through service delivery.
Maintain strong communication with branch leadership to understand changing business needs and priorities.
Work cross-functionally with Marketing to support lead generation, campaign performance, and shared conversion goals.
Identify opportunities to improve communication and processes between Customer Experience and field operations.
Support additional customer experience initiatives and projects as assigned.