Manager, Customer Experience Systems & Services (CXSS)

Splashworks Total Pool Management; Ocala (FL); Hybrid; USD 85,000 - 130,000; Full time

Benefits offered by this job

SPLASH culture

Leadership impact

Professional growth

Job summary

A Quality Pool Network is seeking a Customer Experience Systems & Services Manager to lead the CS team and own CX platforms like CRM and Skimmer. You will drive data integrity, optimize workflows, and partner with operations to deliver a world-class customer experience across Florida locations.

You will design staffing, train staff, and establish KPI reporting to ensure high performance and scalable processes in a hybrid work model.

Qualifications

• Proven experience leading a customer service or customer operations team.
• Experience with field-service software; Skimmer experience strongly preferred.
• Demonstrated success in process documentation, workflow design, and optimization.
• Strong analytical ability with a passion for accuracy and data governance.
• Excellent communication skills; able to simplify complex processes for diverse audiences.
• Ability to manage multiple priorities in a fast-moving, scaling environment.

Responsibilities

• Lead, mentor, and develop the customer service team, ensuring strong communication, high morale, and high performance.
• Define, track, and report on team KPIs (response time, first-contact resolution, NPS, etc.).
• Ensure all customer interactions reflect the SPLASH Standard in tone, professionalism, and problem-solving.
• Design staffing models, shift coverage, and escalation paths to meet seasonal and daily demand.
• Conduct regular evaluations, coaching sessions, and skills-based training; establish clear career paths and performance expectations.
• Partner with Operations and Field Leadership to close the loop on customer issues and service updates.
• Serve as the SME for CRM, Skimmer, and all customer-facing operational systems; oversee configuration, permissions, and workflow design.
• Own intake-to-resolution workflows (lead capture, scheduling/dispatch, service updates, billing triggers, communications).
• Identify optimization opportunities that improve efficiency, accuracy, and customer experience; pilot and scale enhancements.
• Collaborate with software vendors and internal stakeholders on updates, releases, and troubleshooting; maintain a prioritized backlog.
• Establish and enforce data governance standards, naming conventions, and system-of-record rules across CX platforms.
• Perform routine data audits, deduplication, and cross-system reconciliation to maintain accuracy and completeness.

Skills

Leadership

Customer service

Data governance

Process improvement

Analytical skills

Communication

Tools

CRM platforms

Skimmer

Field-service software

Job description

We are looking for a customer service professional located in one of the following areas of Florida; Ocala, Spring Hill, Clermont or Jacksonville.

Who We Are

At A Quality Pool Network, we are driven by excellence, teamwork, and a commitment to continuous improvement. Our culture is built on the SPLASH Standard, which reflects our core values and guides every interaction, decision, and customer experience:

• S – Service Excellence: We deliver fast, consistent, high‑quality service that exceeds expectations.
• P – Professionalism: We act with integrity, honesty, respect, and accountability in all interactions.
• L – Loyalty & Trust: We build strong relationships through dependability and transparency.
• A – Accountability: We own our responsibilities and take action to resolve issues without excuses.
• S – Safety & Respect: We create a safe, inclusive environment where every person feels valued.
• H – Hungry to Improve: We bring curiosity, initiative, and a growth mindset to every task.

Guided by the SPLASH Standard, we deliver exceptional residential and commercial pool services through operational efficiency, service consistency, and unmatched customer care.

Position Overview

The Customer Experience Systems & Services Manager (CXSS) is a hybrid leader responsible for two core mandates:

1) Customer Experience Systems & Data Integrity:

Own and optimize all customer‑experience systems including our CRM, Skimmer, communication platforms (phone, SMS, chat, automation), customer ticketing, scheduling, and workflow tools—ensuring data accuracy, system reliability, process consistency, and seamless interoperability across all platforms.

2) Customer Service Team Leadership:

Lead, develop, and coach the full Customer Service (CS) team—including support representatives, dispatch/scheduling specialists, billing specialists, and customer experience coordinators—providing direction, accountability, training, and performance management to ensure world‑class customer experience.

Key Responsibilities

• Lead, mentor, and develop the customer service team, ensuring strong communication, high morale, and high performance.
• Define, track, and report on team KPIs (response time, first‑contact resolution, NPS, etc.).
• Ensure all customer interactions reflect the SPLASH Standard in tone, professionalism, and problem‑solving.
• Design staffing models, shift coverage, and escalation paths to meet seasonal and daily demand.
• Conduct regular evaluations, coaching sessions, and skills‑based training; establish clear career paths and performance expectations.
• Partner with Operations and Field Leadership to close the loop on customer issues and service updates.

Systems Ownership & Optimization

• Serve as the SME for CRM, Skimmer, and all customer‑facing operational systems; oversee configuration, permissions, and workflow design.
• Own intake‑to‑resolution workflows (lead capture, scheduling/dispatch, service updates, billing triggers, communications).
• Identify optimization opportunities that improve efficiency, accuracy, and customer experience; pilot and scale enhancements.
• Collaborate with software vendors and internal stakeholders on updates, releases, and troubleshooting; maintain a prioritized backlog.

Data Integrity & Governance

• Establish and enforce data governance standards, naming conventions, and system‑of‑record rules across CX platforms.
• Perform routine data audits, deduplication, and cross‑system reconciliation to maintain accuracy and completeness.
• Oversee data migrations, bulk imports/exports, and transitions between systems with robust QA and rollback plans.
• Partner with Finance and Operations to ensure data supports accurate billing, reporting, and analytics.
• Own and maintain CX SOPs across scheduling, communication standards, service updates, escalations, and billing triggers.
• Map and continuously refine end‑to‑end workflows from inquiry to job completion and follow‑up.
• Ensure processes, tools, and documentation are scalable across locations and seasons.
• Lead change management for new processes and features, ensuring adoption and compliance.

Training & Enablement

• Create training materials (SOPs, job aids, videos) for systems usage, customer communication, and data standards.
• Deliver onboarding for new hires and ongoing training for existing staff; certify proficiency through assessments.
• Establish a knowledge base/FAQ and maintain current documentation for quick reference.

Qualifications

Required

• Proven experience leading a customer service or customer operations team.
• Experience with field‑service software; Skimmer experience strongly preferred.
• Demonstrated success in process documentation, workflow design, and optimization.
• Strong analytical ability with a passion for accuracy and data governance.
• Excellent communication skills; able to simplify complex processes for diverse audiences.
• Ability to manage multiple priorities in a fast‑moving, scaling environment.

Preferred

• Strong working knowledge of CRM platforms and customer‑experience systems (Zoho, ServiceTitan, Jobber, HubSpot, Salesforce, etc.).
• Experience managing system migrations or mid‑sized data transitions.
• Experience and background in home services, service delivery, field operations, or dispatch‑heavy environments.
• Experience developing training programs and delivering group training sessions.
• Intermediate proficiency with Excel/Sheets for data validation, reporting, and reconciliation.

Why You’ll Love Working at A Quality Pool Network (AQPN)

• Values‑driven culture grounded in the SPLASH Standard.
• Leadership role with significant organizational impact.
• Opportunity to design and scale customer‑experience systems and processes.
• Supportive leadership team committed to continuous improvement and professional growth.