Inbound Performance Manager

American Restoration Operations LLC•Farmers Branch, TX

20h•$90,000 - $110,000•Remote

About The Position

This is a new position that owns the most valuable stretch of our funnel. We spend real money generating calls, forms, and chats across 25 brands. Your job is to convert those inbound leads into scheduled inspections. From there our brand sales teams take over and win the customer in the home, where that decision actually gets made. This is an entrepreneurial role, not a big-budget one. You will operate like a founder who pays for growth out of the growth itself, proving the model small before you add headcount or technology. People and process first, then technology. Each step earns the next. Speed to lead is the goal, in whatever channel the customer prefers, whether that is a call back, a text, or an email. You sit in marketing and think like a marketer, but you are the bridge to sales and operations. You start as the builder and owner of this function, with real upside to build a team as the model proves out.

Requirements

7 to 10 years in inbound performance, contact center leadership, lead management, or marketing operations, with conversion results you can speak to with numbers.
An entrepreneurial mindset. You have built something from very little, proven it, and scaled it on its own returns rather than a big budget, and you baseline the problem in the data before you touch the fix.
Hands-on experience standing up or transforming inbound call handling, ideally virtual or distributed across multiple locations.
Experience leading a lean telephony or unified comms rollout and managing call service vendors, getting great work out of them while controlling cost.
Real people leadership. You have hired, trained, and coached phone or inside sales teams, and you lift performance through coaching, not just monitoring.
Fluency with conversational AI, IVR, and automation, and the judgment to know when a human converts better than a bot.
You communicate clearly. You can explain a conversion problem to a brand GM and partner with a sales leader without either one feeling stepped on.

Nice To Haves

Familiarity with Dialpad, RingCentral, or similar is a strong plus.
Experience in home services, local lead generation, or any business where the next step is getting someone scheduled is a strong plus.
Multi-location or multi-brand experience.

Responsibilities

Own what happens to every inbound lead across all 25 brands. Your core metric is leads converted into scheduled inspections, measured by speed to lead, answer rates, and booking rate.
Sit with the brands and their call services, map how calls are handled today, and listen to CallRail recordings to baseline conversion by brand. Use call tracking and CRM data to find where leads leak, decide what to fix first, and report results in plain business language.
Cut steps, fix the handoffs, and build the intake playbook and training that lift booking rates before a dollar goes to new tools.
Audit current call service configurations, run a bake-off, and migrate brands to a single, accountable provider. Manage that vendor and control cost.
Build fast, consistent response by phone, text, and email, and automate instant follow-up where it helps.
Pilot a lean unified comms platform like Dialpad or RingCentral, and test an internal virtual model against outsourced services and AI to prove which books inspections best at what cost, then scale the winner.
Stand up a minimum viable model to prove the concept, such as one dedicated person handling inbound calls across brands, then expand only once it pays for itself. Hire and coach agents as volume justifies it, balancing people with AI tools and optimizing for customer satisfaction first and booking rate right behind it.
Run outbound follow-up on unconverted and lost leads in partnership with the brand sales teams, and build the nurture and reactivation that brings demand back.