Director, Customer Care Center

Anthony & Sylvan Pools • Warminster, PA

4h

About The Position

Anthony & Sylvan is establishing a centralized Customer Care Center to standardize lead management and support inbound lead engagement across all markets. The Director will lead the team and oversee the development and growth of the function.

Requirements

• 8+ years of experience in contact center, customer care, or inside sales environments, including 3+ years in a leadership role
• Experience leading a contact center, customer care center, or inside sales team
• Proven ability to design and own operational processes, including building workflows, playbooks, and team infrastructure
• Strong people leadership skills with a track record of coaching, developing, and growing frontline employees
• Experience in home improvement, home services, real estate, or similar high-consideration, customer-driven sales environments
• Ability to operate effectively in ambiguous, fast-paced, build-from-scratch environments
• Strong understanding of lead funnel performance metrics, including contact rate, conversion rate, and revenue per lead
• Familiarity with contact center technology, including CRM systems, telephony platforms, and workforce management tools
• Experience working across multi-market or distributed team environments
• Exposure to structured sales methodologies and coaching frameworks
• Ability to communicate promptly and clearly via phone and computer
• Ability to lift and carry up to 30 pounds
• Ability to drive or travel between job sites as needed

Nice To Haves

• Bachelor’s degree in Business, Marketing, or related field preferred

Responsibilities

• Lead and develop the Client Advisor team by setting clear performance expectations, coaching consistently, establishing team cadences (1:1s, scorecards, and operating rhythms), and building a high-performance, accountable culture.
• Build team capability and future leadership bench by investing in employee development, identifying growth opportunities, and preparing high-performing team members for expanded roles such as Client Advisor Leads.
• Own performance outcomes and conversion metrics by monitoring lead response time, contact rates, appointment setting, and show rates; establishing KPIs, building dashboards, and driving data-informed performance conversations.
• Oversee lead management operations and processes by ensuring effective execution of intake, outreach cadences, qualification, handoff, and recovery workflows while identifying and resolving process, performance, and system-related gaps.
• Lead systems, tools, and process optimization efforts by serving as a key stakeholder in platform implementation and adoption (e.g., Dialpad, Clarity), identifying opportunities to leverage AI and emerging technologies, and developing SOPs, playbooks, and documentation to drive consistency and scalability.
• Serve as a cross-functional partner and escalation point by collaborating with Sales leadership, Design Consultants, General Managers, and regional teams to improve lead flow, appointment quality, and overall performance, while ensuring strong communication and alignment.
• Own the customer experience within the lead lifecycle by setting standards for responsive, informed, and helpful interactions, identifying trends or friction points, and building the operational foundation to support expanded customer service capabilities over time.
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 101-250 employees