Customer Experience Manager - Lead High-Impact CX Team

Len-the-Plumbe; Horsham (PA); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

401(k) with Company Match

Paid Time Off & Paid Holidays

Company-Paid Life Insurance

Employee Assistance Program (EAP)

Employee Home Service Discounts

Professional Development Opportunities

Job summary

Len the Plumber Heating and Air in Horsham, PA is seeking a Customer Experience Manager to lead and develop our CX team, ensuring every customer interaction reflects top-tier service. You will drive inbound and outbound activity into bookings and sales opportunities while aligning with KPIs and customer-centric goals.

You’ll manage performance, coach staff, and collaborate with Dispatch, Service, Sales, and Marketing to optimize the customer journey and growth across our multi-location operation.

Qualifications

• Proven experience leading a customer service or call center team.
• Strong customer-service mindset with ability to lead through challenges.
• Experience managing performance via KPIs, metrics, and goals.
• Ability to identify inefficiencies and implement process improvements.
• Experience developing employee training, onboarding, or staff development materials.
• Proficiency with telephony systems and call center technology.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work collaboratively across departments and leadership levels.

Responsibilities

• Lead, manage, coach, and inspire a team of Customer Experience Specialists to convert inquiries into bookings and sales opportunities.
• Establish clear performance expectations and hold team members accountable.
• Provide ongoing coaching, feedback, and development to maximize performance.
• Create onboarding, training, and development materials for CX team.
• Identify, interview, and hire talent to support department growth.
• Build a culture of trust, teamwork, urgency, and exceptional service.
• Support employee engagement and retention by enabling team success.

Skills

Team leadership

Coaching

KPIs & metrics

Customer service mindset

Communication skills

Problem-solving

Multi-priority management

Cross-functional collaboration

Schedule flexibility

Education

Bachelor’s degree in Business, Communications, or related field

Tools

ServiceTitan

CRM software

Microsoft Office

Job description

Len the Plumber Heating and Air in Horsham, PA is seeking a Customer Experience Manager to lead and develop our CX team, ensuring every customer interaction reflects top-tier service. You will drive inbound and outbound activity into bookings and sales opportunities while aligning with KPIs and customer-centric goals.

You’ll manage performance, coach staff, and collaborate with Dispatch, Service, Sales, and Marketing to optimize the customer journey and growth across our multi-location operation.