Manager, Customer Engagement

Perry Homes • Houston, TX

1d

About The Position

The Manager, Customer Engagement leads a team of 5–7 Customer Experience professionals who provide service and engagement through phone, chat, and digital channels. The role is responsible for responsive customer service, proactive reputation management, and efficient lead handling across multiple platforms.

Alongside people leadership, the manager executes technology initiatives to improve team performance, including implementing call and chat recording tools, improving processes, and using analytics to generate insights. The role partners with Marketing, IT, Sales, and Data teams to help the Customer Experience department operate efficiently and strategically. It combines call center management expertise with operational and technical skills, supporting performance goals and ongoing digital enablement, automation, and continuous improvement.

Requirements

• Bachelor’s degree in Business, Communications, or a related field.
• 3–5 years of experience managing a call center, customer support, or digital engagement team.
• Strong understanding of Salesforce, telephony systems, and chat tools.
• Excellent written and verbal communication skills, including the ability to summarize data for executive audiences.
• Demonstrated ability to lead projects involving technology implementation or process transformation.

Nice To Haves

• Experience with AI chatbots.

Responsibilities

• Lead and coach a team of 5–7 Customer Engagement Specialists handling phone, chat, digital inquiries, and MLS Listings.
• Use call and chat recordings to identify trends, coach employees, and recognize high performers.
• Use exception reporting to identify trends and coach employees on the importance of data accuracy.
• Conduct regular one-on-one sessions, calibration reviews, and team meetings focused on skill development and process improvement.
• Lead the implementation and optimization of CX technology platforms, including Salesforce, telephony systems, chatbot enhancements, and call recording tools.
• Develop standard operating procedures to support new technology rollouts and ensure consistent use across the team.
• Partner with the Voice of Customer team to align customer feedback and survey results with frontline service initiatives.

Benefits

• Competitive compensation and benefits package.
• Medical, dental, and vision coverage.
• Financial planning.
• Time off and life balance.
• Family and lifestyle opportunities.
• Opportunities for growth and development.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager