Customer Experience Director

F.H. Furr Plumbing, Heating, Air Conditioning, & Electrical; Manassas (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

F.H. Furr Plumbing, Heating, Air Conditioning, & Electrical seeks an experienced Customer Service Operations Manager to lead and develop a high-performing customer operations team at our headquarters in Manassas, VA.

This onsite leadership role drives exceptional customer experiences, increases appointment opportunities, and improves operational performance across our Plumbing, HVAC, and Electrical businesses, partnering with Sales, Marketing, Field Operations, General Managers, Directors, and

Qualifications

• Experience leading AI and automation initiatives in customer service or contact center environments.
• Experience managing KPIs, customer experience metrics, and operational performance.
• Ability to analyze data and drive continuous improvement.
• Ability to thrive in a fast-paced service environment.

Responsibilities

• Drive performance in customer experience, appointment conversion, quality, and productivity.
• Leverage AI, automation, and operational technologies to improve customer experience, booking performance, workforce effectiveness, quality assurance, dispatch optimization, and overall service operations.
• Monitor workforce performance, staffing levels, and operational metrics.
• Analyze reporting and identify opportunities for continuous improvement.
• Support onboarding, training, employee development, and performance management.
• Process payroll, maintain documentation, and ensure policy compliance.

Skills

AI & automation

KPIs & CX metrics

Data analysis

Fast-paced environment

Job description

F.H. Furr is seeking an experienced Customer Service Operations Manager to lead and develop a high-performing customer operations team at our headquarters in Manassas, VA.

This onsite leadership role is responsible for driving exceptional customer experiences, maximizing appointment opportunities, and improving operational performance across our Plumbing, HVAC, and Electrical businesses. As a high-impact, high-visibility position, this role partners closely with Sales, Marketing, Field Operations, General Managers, Directors, and other senior leaders to deliver business growth, operational excellence, and a seamless customer experience.

Key Responsibilities

• Drive performance in customer experience, appointment conversion, quality, and productivity.
• Leverage AI, automation, and operational technologies to improve customer experience, booking performance, workforce effectiveness, quality assurance, dispatch optimization, and overall service operations.
• Monitor workforce performance, staffing levels, and operational metrics.
• Analyze reporting and identify opportunities for continuous improvement.
• Support onboarding, training, employee development, and performance management.
• Process payroll, maintain documentation, and ensure policy compliance.

What We're Looking For

• Experience leading AI and automation initiatives in customer service or contact center environments, including the ability to assess opportunities, measure business impact, balance automation with customer experience, and drive adoption across teams.
• Experience managing KPIs, customer experience metrics, and operational performance.
• Ability to analyze data and drive continuous improvement.
• Ability to thrive in a fast-paced service environment.

Join a trusted industry leader and play a key role in delivering exceptional service experiences while supporting the continued growth and success of F.H. Furr's Plumbing, HVAC, and Electrical business.