Customer Experience Lead — Call Center, Growth & Equity

Groundworks; Virginia Beach (VA); On-site; USD 70,000 - 115,000; Full time

Benefits offered by this job

Employee ownership opportunities

Competitive pay

Industry leading training

Leadership development tracks

Comprehensive benefits package

Top Workplace culture

Job summary

Groundworks is seeking a Customer Experience Manager to lead the customer contact center and Inside Sales teams in Virginia Beach, overseeing the entire customer journey from lead to appointment and ongoing engagement. You will drive conversion, support marketing initiatives, and partner with leadership to meet revenue goals.

Ideal candidates have a Bachelor's degree and 3+ years in customer experience or call center environments, with a track record of coaching teams, improving metrics, and

Qualifications

• Bachelor's degree preferred; exceptional experience may be considered in lieu of a degree.
• 3+ years of experience in customer experience, call center operations, sales operations, or related fields.
• Experience leading and developing employees in a customer-facing environment.
• Experience in home services or consumer service businesses preferred.
• Experience supporting local marketing initiatives and lead generation.

Responsibilities

• Lead day-to-day operations of the customer contact center and Inside Sales team.
• Coach and develop team members, set expectations for service, productivity, and conversion.
• Establish and monitor KPIs such as call volumes, service levels, and conversion rates.
• Oversee lead management and Inside Sales processes to maximize bookings and sales.
• Align staffing with call/lead volume, marketing activity, and demand.
• Partner with leadership to coordinate customer experience with revenue goals.
• Oversee local marketing activities in partnership with Groundworks teams.
• Analyze performance data and drive improvements across the customer journey.
• Develop and maintain processes, scripts, and training for consistent execution.
• Prepare performance reporting and communicate results to leaders.

Skills

Customer experience

Call center operations

Lead management

People management

Data analysis

Education

Bachelor's degree

Job description

Groundworks is seeking a Customer Experience Manager to lead the customer contact center and Inside Sales teams in Virginia Beach, overseeing the entire customer journey from lead to appointment and ongoing engagement. You will drive conversion, support marketing initiatives, and partner with leadership to meet revenue goals.

Ideal candidates have a Bachelor's degree and 3+ years in customer experience or call center environments, with a track record of coaching teams, improving metrics, and