Customer Experience Manager
$80,000–$100,000 year
On-site · Durham, North Carolina, United States
Job Summary
Lead, coach, and develop the Customer Service Representative (CSR) and Dispatch teams to deliver standout customer interactions, efficient scheduling, and strong booked call and revenue performance. This player-coach role requires operational leadership, data-driven decision making, and the ability to model excellence, coach in real time, and drive a service-first culture. You will oversee coaching through call reviews, performance conversations, training, staffing flow, and metrics such as booked calls, conversions, and schedule performance, while maintaining ServiceTitan data accuracy and partnering with leadership on process improvements.
Required Qualifications
- 3+ years in customer service, call center, or dispatch; 2+ years in leadership
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