Position Summary 

We are seeking a strategic, hands-on Customer Experience Manager to build and lead a newly formed proactive engagement team within our call center operation. This team will own customer interactions across outbound phone outreach, chat, SMS, and email — executing retention strategies and creating intentional experiences that strengthen customer loyalty. 

This is not a traditional support role. The ideal candidate will design workflows, identify customer friction points, and build communication strategies — across both voice and digital channels — that reduce inbound volume and elevate the customer experience. 

Key Responsibilities 

Team Leadership & Development 

• Build, train, and lead a team of Customer Experience Specialists 
• Establish performance expectations, KPIs, and quality standards 
• Coach team members on written and verbal communication, tone, and problem resolution 
• Foster a culture of ownership, urgency, and customer-centric thinking 

Multi-Channel Experience Management 

• Oversee proactive customer interactions across outbound voice, chat, SMS, and email 
• Ensure timely, accurate, and brand-aligned engagement across every channel 
• Implement workflows and automation where appropriate 
• Partner with call center operations to ensure consistency between reactive and proactive functions 

Proactive Customer Engagement Strategy 

• Design and execute outbound communication programs (e.g., post-treatment follow-ups, service reminders, retention saves, surprise-and-delight outreach) 
• Identify opportunities to reduce inbound call drivers through proactive intervention 
• Develop campaigns that improve retention, satisfaction, and customer lifetime value 
• Build outreach strategies tailored to package customers and long-tenured accounts 

Operational Strategy & Process Improvement 

• Analyze customer contact reasons and identify systemic issues 
• Partner with call center leadership to reduce friction points 
• Build scalable processes that improve efficiency and customer experience 
• Leverage CRM and telephony data to inform decisions 

Performance & Analytics 

• Define and track KPIs such as save rate, retention impact, CSAT, contact deflection, and response/resolution time 
• Report on team performance and business impact to senior leadership 
• Use data to continuously refine strategy and execution 

Qualifications 

Required 

• 3–5+ years of experience in customer service, contact center, or CX operations 
• 2+ years in a leadership or supervisory role 
• Experience managing both voice and digital support channels 
• Strong analytical and problem-solving skills 
• Excellent written AND verbal communication skills (this role lives and dies by tone and clarity) 
• Proven ability to build processes from scratch in a fast-paced environment 

Preferred 

• Experience in home services or subscription-based businesses 
• Familiarity with CRM systems (e.g., Real Green or similar platforms) 
• Familiarity with telephony platforms (e.g., NICE or similar) 
• Background in customer retention or lifecycle marketing 
• Experience implementing automation or workflow tools 

Key Competencies 

• Strategic thinking paired with hands-on execution 
• Strong ownership mentality (no “that’s not my job” thinking) 
• Ability to identify root causes vs. surface-level problems 
• Comfort with ambiguity and building from the ground up 
• Bias for action and continuous improvement 

What Success Looks Like 

• Reduced inbound call volume driven by proactive outreach 
• Improved customer satisfaction and retention rates 
• Consistent, high-quality engagement across voice and digital channels 
• Clear visibility into customer issues and resolution trends 
• A scalable proactive engagement function that complements — not duplicates — the call center 

Why This Role Matters 

This role plays a critical part in transforming how we interact with customers — moving from reactive support to proactive engagement. The right leader will not only improve efficiency but fundamentally elevate how customers perceive our brand.