Director of Confirmation

Home Genius Exteriors•Streetsboro, OH

About The Position

At Home Genius Exteriors, our sales success starts before the sales rep ever walks through the door. The Director of Confirmation is responsible for ensuring that every scheduled appointment turns into a high-quality, fully confirmed, sit-ready opportunity. This role owns the critical bridge between marketing and sales—maximizing show rates, eliminating weak appointments, and protecting the efficiency of our sales team. You will lead the confirmation function with a clear objective: turn every qualified lead into a strong, high-probability in-home consultation.

Requirements

Leadership Experience: 3+ years managing call center, inside sales, or confirmation teams
Industry Knowledge: Experience in home improvement or other in-home sales environments
Operational Discipline: Strong command of KPIs, reporting, and performance management
Sales Awareness: Understanding of how appointment quality impacts close rate and revenue
Communication Skills: Ability to coach teams on creating urgency and securing commitment
Tech Proficiency: Experience with CRM systems and high-volume communication tools

Responsibilities

Own the Show Rate
Drive industry-leading sit rates by executing a disciplined, multi-touch confirmation strategy (call, text, email)
Reduce cancellations, reschedules, and no-shows through proactive communication and urgency
Lead & Develop the Confirmation Team
Recruit, train, and manage a team of confirmation specialists
Establish clear expectations around activity, quality, and performance
Coach team members on communication, urgency, and homeowner commitment
Appointment Quality Control
Ensure all appointments meet HGE standards
Decision-makers present
Project scope understood
Expectations clearly set
Eliminate low-quality or unqualified appointments that negatively impact close rates
KPI Ownership & Performance Management
Own and report on key metrics:
Confirmation rate
Sit rate
Fallout/cancellation rate
Contact rate
Monitor call activity, script adherence, and pipeline health
Pipeline & Scheduling Optimization
Manage appointment flow to ensure proper coverage and efficiency across the sales team
Prioritize high-value opportunities and ensure they are fully confirmed
Process & Systems Improvement
Continuously refine confirmation cadence, scripting, and workflows
Implement best practices to improve contact rates and homeowner commitment
Leverage CRM and communication tools for visibility and accountability
Cross-Functional Alignment
Partner with Marketing to ensure lead quality and proper expectation setting
Work closely with Sales leadership to align on appointment standards and feedback loops