Onsite Customer Experience Manager: Coaching & Dispatch Leader

Swoon; Grapevine (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Swoon in Grapevine, TX is seeking a Customer Experience Manager to lead the call center and dispatch function. The mandate is to elevate an existing team to excellence, not to hire or build anew.

You'll coach on the floor, review call recordings, own the KPI and scorecard program, and ensure the one-hour appointment window is kept even as volume and pace rise. This onsite role offers direct access to an owner who backs the function and values honest wins in a company with a clear service promise

Qualifications

• 3+ years leading customer service, dispatch, or inside sales team.
• Track record of moving conversion or booking numbers through direct coaching.
• Comfort in a high tempo environment with technicians and a live queue.
• Ability to walk into an existing team and independently assess where it stands.

Responsibilities

• Review call recordings to identify revenue leaks and coach reps to improve performance.
• Own a portion of dispatch to balance booking volume with technician capacity and uphold the one-hour window.
• Lead a team of representatives, coaching and developing them in their career path.
• Make fast routing and service judgments where policy is unclear and two answers can be right.
• Own the KPI and scorecard program, providing a plan with results, not just status.

Skills

Customer service leadership

Coaching on floor

Dispatch coordination

Data-driven decisions

Job description

Swoon in Grapevine, TX is seeking a Customer Experience Manager to lead the call center and dispatch function. The mandate is to elevate an existing team to excellence, not to hire or build anew.

You'll coach on the floor, review call recordings, own the KPI and scorecard program, and ensure the one-hour appointment window is kept even as volume and pace rise. This onsite role offers direct access to an owner who backs the function and values honest wins in a company with a clear service promise