Customer Experience Manager

Sunrise Irrigation • Palm Harbor, FL

18d • Onsite

About The Position

Sunrise Irrigation is seeking an experienced Customer Experience Manager to lead its Customer Service and Dispatch teams. This in-person leadership position is responsible for developing employees, improving performance and operational efficiency, and ensuring an exceptional customer experience throughout the customer journey. The successful candidate will build high-performing teams, improve customer satisfaction, coach employees, and deliver measurable results through accountability and continuous improvement. The role requires balancing customer satisfaction, employee development, operational excellence, and company growth while promoting the company’s values of Sustainability, Service, Education, and Integrity.

The Customer Experience Manager oversees daily customer service and dispatch operations, manages team performance and quality programs, resolves escalated customer concerns, and collaborates with other departments to improve communication and service delivery. The position is based in person in Palm Harbor, Florida, averages approximately 50 hours per week, follows a Monday-through-Friday schedule, and requires rotating Saturdays. Additional hours may be required based on business needs.

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.
• Bachelor’s degree in Business Administration, Management, Organizational Leadership, Communications, or a related field preferred; candidates with 7–10 years of progressive management experience may be considered in lieu of a bachelor’s degree.
• Leadership, team development and coaching, employee engagement, and performance management skills.
• Conflict resolution, change management, KPI management, process improvement, and quality assurance and quality control skills.
• Data analysis, reporting, and strategic problem-solving skills.
• Strong written and verbal communication, active listening, relationship-building, and customer resolution skills.
• Experience with CRM and customer management systems.
• Maintain a professional, positive, and solutions-oriented approach while supporting customers and employees.

Nice To Haves

• Bachelor’s degree in Business Administration, Management, Organizational Leadership, Communications, or a related field.

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 standards and champion a customer-first mindset.
• Monitor customer interactions and service quality, manage escalated concerns, and provide timely, effective resolutions.
• Identify trends affecting customer satisfaction and implement improvement strategies that support customer retention.
• Monitor departmental metrics and oversee quality assurance and quality control, including call monitoring and customer interaction reviews.
• Analyze performance data, implement corrective action plans, and use scorecards, coaching, and performance tracking to support accountability.
• Prepare and present departmental reports to leadership.
• Oversee daily Customer Service and Dispatch operations and ensure staffing and scheduling coverage meet business demands.
• 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 that support 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