Manager, Customer Experience

Role Overview

The Customer Experience Manager leads the customer experience function for A1 Sewer & Drain, responsible for the customer journey from initial lead generation to ongoing customer engagement. This role owns the customer journey, drives call center performance, and partners with leadership to execute local marketing strategies.

What You Will Do

The Customer Experience Manager leads the day-to-day operations of the customer contact center and Inside Sales team, ensuring a consistent, responsive, and high-quality customer experience. This role manages, coaches, and develops team members, establishes key performance indicators, and oversees lead management and Inside Sales processes.

Why It Might Be a Fit

The ideal candidate has a strong understanding of customer experience, call center operations, and local marketing. They possess strong leadership and analytical skills, with the ability to interpret performance data and drive improvements. The role requires a customer-focused mindset, sound judgment, and the ability to effectively manage escalated or sensitive customer situations.

Requirements

• Bachelor’s degree in Business, Marketing, Communications, Management, or a related field
• 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
• Experience within home services, plumbing, HVAC, construction, or another consumer service business
• Experience managing or supporting local marketing initiatives, lead generation activities, or customer acquisition programs

Benefits

• Competitive Pay
• Employee Company Ownership Opportunities
• Industry Leading Training Programs
• Leadership Development and Career Growth Tracks
• Comprehensive and Affordable Benefits Package
• Top Workplace with Award Winning Culture