Client Experience Leader, Service Operations

Piedmont Service Group; Richmond (VA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive Base Salary

Bonus opportunity

Medical, Dental, and Vision Insurance

401(k) with Company Match

Paid Time Off

Professional Development Opportunities

Career Advancement Potential

Job summary

Piedmont Service Group in Richmond, VA is seeking a Client Experience Manager to lead the Service Operations team and ensure every customer interaction reflects our urgency, ownership, and professionalism.

The CEM will supervise the Service Coordinator and Quote Writer teams, drive communication standards, manage work flows, escalation processes, and ensure timely maintenance and billing readiness across territories.

Qualifications

• Five or more years of service operations, dispatch, customer service leadership, or service management experience.
• Experience leading and developing administrative or operational teams.
• Strong organizational and time management skills.
• Excellent verbal and written communication abilities.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Proficiency with Microsoft Office products and service management software.

Responsibilities

• Own the daily customer experience throughout the service delivery process.
• Directly lead and develop the Service Coordinator team through coaching and accountability discussions.
• Monitor open service quotes, aging work orders, PM completion rates, and workflow bottlenecks to improve efficiency.
• Serve as the first leadership escalation point for customer experience concerns and coordinate internal resources to resolve issues.
• Lead regular performance reviews and KPI reporting with the Service Coordinator team.

Skills

Leadership

Communication

Organizational skills

Time management

Problem solving

multitasking

Tools

Microsoft Office

Service management software

Job description

Piedmont Service Group in Richmond, VA is seeking a Client Experience Manager to lead the Service Operations team and ensure every customer interaction reflects our urgency, ownership, and professionalism.

The CEM will supervise the Service Coordinator and Quote Writer teams, drive communication standards, manage work flows, escalation processes, and ensure timely maintenance and billing readiness across territories.