Home Improvement, Direct Response Call Center Director
This job is no longer available
There are still lots of open positions. Let's find the one that's right for you.
About The Position
American Standard Home Services, part of LIXIL, is searching for a Home Improvement, Direct Response Call Center Director who will develop inside sales and consumer contact strategy, direct operations, and be accountable for the achievement of related business targets. This role will have primary responsibility for developing world-class home improvement inside sales operations and implementing delightful, technology-forward consumer experiences that improve business performance. The Consumer Engagement Leader will cultivate leaders and future leaders and establish a team culture that embraces experimentation and that is highly motivated to deliver performance that exceeds targets. American Standard Home Services is one of the largest direct-to-consumer home improvement businesses in America. We offer American Standard shower remodel and senior bathing solutions nationwide. Already operating at scale, we will double the size of our business within five years. We're looking for a leader who is eager to play a major role in making that happen. In this position, you will define and execute the strategic vision, growth, direction, coordination, and evaluation of the consumer experience delivered through the direct-to-consumer Contact Center. You will build performance management and incentive programs that have high-impact and that are scalable with a growing operation. Additionally, you will own the automated engagement stack of software solutions, scope, negotiate, integrate, and implement cutting-edge messaging technology to provide business insights, increase customer retention, increase customer conversion, and automate communication. Maintaining practices that support compliance in key areas of responsibility such as TCPA, DNC, and CAN-SPAM will also be crucial. You will hold teams accountable for delivering against key performance indicators including Issue Rate on Leads, customer satisfaction, Net Promoter Score, staffing utilization, team member retention and development, and financial performance. Providing leadership and strategic direction to leaders to attract and retain top talent, and developing future leaders in the organization will be part of your responsibilities. You will champion change within the Contact Center, lead the team in generating new ideas for continuous improvement, and continuously develop knowledge and processes to improve the consumer experience, employee satisfaction and retention, and Contact Center cost per Issued Appointment. As a member of the Home Services business leadership team, you will assist with the development of overall business strategy and execution of business plans across functions, providing regular updates to senior leadership teams.
