Manager, Customer Experience

Groundworks•Virginia Beach, VA

7d•$70,000 - $115,000•Hybrid

About The Position

The Customer Experience Manager is responsible for leading the customer experience function for A1 Sewer & Drain, with direct oversight of the local customer contact center, Inside Sales Representatives, and local marketing activities. This role owns the customer journey from initial lead generation and customer contact through appointment booking, sales conversion, and ongoing customer engagement, ensuring A1 Sewer & Drain delivers a consistent, responsive, and high-quality customer experience while supporting revenue and growth objectives. The Customer Experience Manager leads and develops the customer contact and Inside Sales teams, drives call center performance, lead conversion, and inside sales results, and partners with A1 Sewer & Drain and Groundworks leadership to execute local marketing strategies that generate demand and support business growth. The role uses customer, sales, call center, and marketing performance data to identify opportunities, improve processes, maximize conversion, and ensure resources are aligned with the needs of the business.

Requirements

Bachelor's degree in Business, Marketing, Communications, Management, or a related field preferred; equivalent combination of education and relevant professional experience may be considered.
Three or more years of progressively responsible experience in customer experience, call center operations, customer service, marketing, sales operations, or a related field.
Previous experience leading and developing employees in a customer-facing, call center, sales, or service environment preferred.
Experience within home services, plumbing, HVAC, construction, or another consumer service business is preferred.
Experience managing or supporting local marketing initiatives, lead generation activities, or customer acquisition programs preferred.
Demonstrated ability to use operational and customer data to identify trends, diagnose performance issues, and drive improvements.
Strong understanding of customer experience, call center operations, customer service, lead management, appointment booking, and conversion practices.
Working knowledge of local marketing, lead generation, customer acquisition, campaign execution, and marketing performance measurement.
Ability to connect marketing activity, customer demand, call center performance, and operational capacity to support business growth.
Strong leadership and people management skills with the ability to coach, motivate, develop, and hold team members accountable for results.
Strong analytical and problem-solving skills with the ability to interpret performance data and translate findings into actionable improvements.
Demonstrated ability to establish performance expectations and manage against measurable operational and customer experience metrics.
Strong business acumen with an understanding of how customer experience and lead conversion impact revenue and overall business performance.
Excellent interpersonal, written, and verbal communication skills with the ability to communicate effectively across frontline, management, and leadership audiences.
Strong organizational and project management skills with the ability to manage multiple priorities in a fast-paced and changing environment.
Ability to collaborate effectively across functions and balance local business needs with broader Groundworks processes, standards, and priorities.
Customer-focused mindset with sound judgment and the ability to effectively manage escalated or sensitive customer situations.

Responsibilities

Leads the day-to-day operations and performance of the A1 Sewer & Drain customer contact center and Inside Sales team, ensuring a consistent, responsive, and high-quality customer experience.
Manages, coaches, develops, and holds accountable customer contact center team members and Inside Sales Representatives, establishing clear expectations for customer service, productivity, lead management, sales performance, and conversion.
Establishes and monitors key performance indicators, including call volume, service levels, booking and conversion rates, lead response times, sales performance, customer satisfaction, and other measures of operational effectiveness.
Oversees lead management and Inside Sales processes to ensure customer opportunities are appropriately assigned, followed up on, and managed to maximize booking and sales conversion.
Evaluates staffing and scheduling needs based on call and lead volume, seasonality, marketing activity, business demand, and growth projections.
Partners with A1 Sewer & Drain operational and sales leadership to align customer contact and Inside Sales activities with operational capacity, revenue goals, and business priorities.
Oversees the execution of local marketing activities, campaigns, promotions, and community initiatives in partnership with Groundworks Marketing and A1 Sewer & Drain leadership.
Monitors marketing, lead source, customer contact, and sales performance to evaluate the effectiveness of the customer acquisition funnel and identify opportunities to improve conversion and return on marketing investment.
Identifies and implements improvements to the customer journey, including initial contact, appointment scheduling, sales engagement, service communication, and customer follow-up.
Develops and maintains processes, procedures, scripts, service standards, and training to ensure consistent execution across the customer contact center and Inside Sales teams.
Reviews customer feedback, complaints, cancellations, lost opportunities, and performance trends and partners with appropriate leaders to address recurring issues and customer escalations.
Prepares and communicates performance reporting and partners cross-functionally with A1 Sewer & Drain and Groundworks teams to support customer experience, sales, marketing, and overall business objectives.
Ensures department activities are conducted in accordance with Groundworks policies, procedures, and applicable standards.
Regularly and reliably reports to work on time each working day.
Performs other duties as assigned