Assistant Director, Customer Experience

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Initiate immediate calls to every web-form lead using an auto-dialer for selected brands and direct dialing, aiming for a response time of under 2 minutes during operational hours.

• Manage the structured rehash recovery book for all brands, which includes unsold quotes, viewed-but-not-accepted estimates, aging estimates, previous customers, and missed calls.

• Adhere to and enhance ARP playbooks, scripts, and communication cadences.

• Achieve individual production targets such as booking rates, call volume, and average duration of calls leading to bookings.

• Determine CX capacity needs across the organization.

• Lead the recruitment and hiring processes for the CSR team, involving sourcing, screening, live role-plays, and reference checks.

• Develop contact-center infrastructure, including playbooks, quality assurance and call-scoring standards, training and onboarding programs, scheduling, and coverage models.

• Onboard, mentor, and manage the performance of CSRs.

• Conduct intra-week calibration and call review sessions.

• Collaborate with Marketing and Operations on lead-quality feedback, staffing thresholds, and future centralized contact-center locations and staffing plans.

• Ensure adherence to TCPA, DNC, and call-recording regulations.

⛳️ Requirements

• Minimum of 5 years in customer success, contact center, or CX operations.

• Ideally experienced in home services or a related trade.

• Proven experience in building or managing call-center processes, teams, and training programs from inception.

• Demonstrated success in recruiting, onboarding, and retaining frontline talent at scale.

• A robust network of CSR-caliber candidates is a significant advantage.

• Comfortable making a high volume of outbound calls and being assessed based on results.

• Proficient in CRM systems and dialing technology.

• Strong discipline in process management, documentation, and data handling.

• Self-motivated and competitive in a remote work environment.

• Open to coaching and capable of evaluating personal performance.

• Ability to comply with TCPA, DNC, and call-recording regulations.

🏝️ Benefits

• Base salary of $115,000.

• Monthly performance incentives based on results.

• Opportunity for remote work.