Assistant Director, Customer Experience
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Job Description
Assistant Director building Allied Roofing Partners’ customer-experience contact center for its multi-brand roofing portfolio. Personally handling leads, then recruiting and scaling CSR operations remotely.
Responsibilities:
- Personally call every web-form lead immediately via auto-dialer for select brands and direct dial, targeting under 2 minutes speed-to-lead during coverage hours
- Work the structured rehash recovery book across all brands, including unsold quotes, viewed-not-accepted estimates, aged estimates, past customers, and missed calls
- Follow and refine ARP playbooks, scripts, and cadences
- Meet individual production metrics including booking rate, call volume, and average call time to booking
- Define CX capacity requirements across the enterprise
- Recruit and hire the CSR team through sourcing, screening, live role-plays, and reference checks
- Build contact-center infrastructure including playbooks, QA and call-scoring, training and onboarding programs, scheduling, and coverage models
- Onboard, coach, and performance-manage CSRs
- Run intra-week calibration and call reviews
- Partner with Marketing and Operations on lead-quality feedback, staffing gates, and future centralized contact-center location and staffing scenarios
- Ensure compliance with TCPA, DNC, and call-recording requirements
Requirements:
- 5+ years in customer success, contact center, or CX operations
- Experience ideally in home services or an adjacent trade
- Experience building or managing call-center processes, teams, and training programs from the ground up
- Track record recruiting, onboarding, and retaining frontline talent at scale
- Active network of CSR-caliber candidates is a strong plus
- Comfortable personally making high volumes of outbound calls and being measured on results
- CRM and dialer fluency
- Discipline with process, documentation, and data
- Self-managed and competitive in a remote environment
- Coachable and able to review own performance
- Ability to comply with TCPA, DNC, and call-recording requirements
Benefits:
- $115,000 base salary
- Monthly performance incentives tied to performance
- Remote work
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