Customer Experience Manager
Not Disclosed•Full-TimeOn-site
location_onOn-site
About the Team
SavATree is building a specialized customer experience organization designed to deliver consistent, responsive, and premium service across all markets. As a leader in the home services industry, we are committed to a customer-first philosophy that drives organic growth and strengthens brand perception.
About the Role
The Customer Experience Manager will build, lead, and scale SavATree's centralized inbound customer experience team. This team serves as the critical first touchpoint for prospective customers, acting as the bridge between initial interest and high-quality field appointments. You will ensure every interaction reflects the SavATree brand—professional, consultative, friendly, and efficient.
In this role, you will orchestrate the entire inbound journey, from rapid response to phone calls and web inquiries to documenting needs in our CRM and scheduling appointments with our Sales Arborists. You will champion a "wow" experience in every interaction, utilizing data-driven insights and AI-driven analysis to drive continuous improvement. Your leadership will directly impact conversion metrics and downstream field performance, ensuring that the team not only meets volume targets but delivers measurable growth and customer delight.
Hiring Process
Candidates selected for this role will undergo a structured interview process designed to assess leadership capabilities, operational expertise, and cultural fit. The process typically includes:
- Initial screening to discuss background and role alignment.
- Deep-dive interview focusing on team building, KPI management, and operational strategy.
- Final discussion with leadership to evaluate cultural fit and vision for the team.
Equal Opportunity
SavATree is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We consider qualified applicants regardless of background, race, gender, or other protected characteristics.
Work location
Work model: On-site
On-site
Key Responsibilities
- check_circleOversee all inbound phone calls and web form inquiries to ensure rapid response standards
- check_circleEstablish scheduling best practices to convert inbound inquiries into high-quality appointments
- check_circleMonitor key performance metrics including call answer rates, speed-to-lead, and conversion rates
- check_circleEnsure CRM accuracy and proper documentation of all customer interactions within Microsoft Dynamics
- check_circleUtilize call recordings and AI-driven analysis to facilitate continuous improvement and quality scoring
- check_circleFacilitate structured role-playing and skills development sessions to enhance consultative selling
- check_circlePartner with VP of Inside Sales on staffing models, coverage planning, and workflow optimization
- check_circleCollaborate with branch and field leadership to ensure scheduled appointments meet quality standards
- check_circleHire, onboard, and develop high-performing inbound representatives who reflect the company's brand philosophy
- check_circleBuild and scale a centralized inbound customer experience team of approximately 12 members
- check_circleIdentify common conversion issues and build training modules to address team-wide gaps
- check_circleConduct daily performance management, coaching sessions, and team meetings to drive accountability
Requirements
- verifiedPrior experience managing an inbound B2C contact center or inside sales team
- verifiedProficiency using CRM systems (Microsoft Dynamics experience ideal but not required)
- verifiedComfort navigating telephony platforms and contact center technology
Nice to Have
Experience building a centralized inbound team. Experience utilizing AI to drive growth and team efficiency. Background in home services or premium consumer service industries. Demonstrated success leading remote working sales teams.
