Manager, Customer Engagement

Perry Homes•Houston, TX

About The Position

The Manager, Customer Engagement leads a team of 5–7 Customer Experience professionals who deliver service and engagement through phone, chat, and digital channels. The role is responsible for responsive handling of customer inquiries, proactive reputation management, and efficient lead handling across multiple platforms. The position combines people leadership with implementation of technology and operational improvements. The Manager uses call and chat recordings, exception reporting, and analytics to identify trends, coach employees, support data accuracy, and recognize strong performance. The role also leads the implementation and optimization of CX platforms and develops standard operating procedures for technology rollouts. The Manager partners with Marketing, IT, Sales, Data, and the Voice of Customer team to improve the efficiency and strategy of the Customer Experience department and align customer feedback and survey results with frontline service initiatives.

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.
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.
Work closely with Marketing, IT, Sales, and Data teams to support efficient and strategic Customer Experience operations.
Leverage analytics to drive insights and support digital enablement, automation, and continuous improvement.