Director of Customer Experience & Operations (AI-Driven)

F.H. Furr Plumbing, Heating, Air Conditioning, & Electrical

Manassas (VA)

On-site

USD 90,000 - 130,000

Full time

2 days ago

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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.