Senior Director, Inside Sales

TruGreen•Tampa, FL

21d

About The Position

The Sr. Director of Inside Sales is responsible for driving continuous improvement in TruGreen’s customer retention and residential revenue through proactive and reactive customer contact strategies. This role leads the operation and performance of TruGreen’s contact centers, ensuring exceptional customer experiences, strong sales execution, and operational excellence. Working closely with cross-functional partners—including Residential Sales, Marketing, Workforce Management, Finance, and Customer Experience—the Sr. Director develops and executes inbound and outbound communication strategies, predictive dialing initiatives, and alternative contact methods. This leader ensures the voice of the customer is central to decision-making while driving efficiency, service quality, and profitable growth.

Requirements

7+ years of experience leading large-scale teams, preferably in a call center or sales environment
7+ years leading sales and customer retention strategy with measurable results
Proven experience working with executive partners and influencing outcomes across functions
Ability to plan and manage at both strategic and operational levels
Deep knowledge of inbound and outbound call center operations and sales programs
Strong marketing, customer experience, and customer journey expertise
Ability to build trusted relationships and influence at all organizational levels
Strong analytical skills with the ability to derive insights from campaign and performance data
Ability to speak, read and write fluently in English is required.
You MUST BE physically located in the United States while performing this job.

Nice To Haves

Bachelor's degree highly preferred

Responsibilities

Customer Experience & Retention Optimize customer lifecycle touchpoints and establish best-in-class inbound and outbound communication strategies to enhance education, engagement, and retention.
Formalize and scale data collection and customer insight processes to inform strategy and champion the voice of the customer across the organization.
Ensure continuous improvement and innovation in sales processes to enhance efficiency, service quality, and customer satisfaction.
Sales Leadership & Strategy Develop the inside sales strategy, structure, and processes to achieve inbound and outbound sales goals, profitability targets, and retention outcomes.
Contribute to long-term channel strategy in partnership with Residential Sales leadership, factoring in market dynamics, regulations, economics, and cross-channel alignment.
Oversee the contact center sales organization to achieve revenue goals; manage and develop a team of contact center leaders..
Partner with Marketing, Finance, and Sales leadership to create action plans that expand reach into new markets and customer segments.
Operational Excellence Drive performance against KPIs, SLAs, and quality standards to ensure efficient, consistent delivery of best-in-class service.
Develop capacity and staffing models in partnership with Workforce Management to optimize productivity and customer experience.
Coordinate inbound and outbound sales incentive programs with Finance and HR partners.
Serve as the escalation point for complex issues, providing advanced problem-solving and root-cause analysis, along with executive-level reporting on performance, trends, and process improvements.
Leadership & Culture Create a customer-centric, performance-driven culture focused on employee development, coaching, and accountability.
Foster collaboration across channels and functions to ensure alignment, shared objectives, and seamless execution.