Regional Client Care Leader - Scale & Service Excellence

AJF Inspections; Boston (MA); Hybrid; USD 120,000 - 160,000; Full time

Job summary

LaunchPad Home Group is seeking a Senior Manager of Client Care for the Mid-Atlantic region to scale people, processes, and operations while preserving high-touch client service.

Reporting to the Operations Director, Northeast, you will lead Supervisors, manage remote and in-office teams, and translate regional strategy into execution. The role requires 7–10 years of leadership in contact centers or home services and a proven track record of building high-performing teams.

Qualifications

• 7–10 years of progressive leadership experience in a contact center or home services environment.
• Proven ability to develop and execute KPI-driven strategies in a multi-team setting.
• Experience building and scaling operational processes and call center best practices.
• Bachelor’s degree in Business, Management, Communications, or related field preferred.

Responsibilities

• Provide strategic oversight and direct leadership to Client Care Supervisors, fostering accountability and service excellence.
• Design and execute leadership development programs to build supervisor capability.
• Lead multiple teams across in-office and remote environments with clear expectations and follow-through.
• Conduct regular performance evaluations and coaching for direct reports.
• Own departmental KPI performance and drive data-driven improvements.
• Analyze call center metrics, workforce trends, and client feedback to identify gaps.
• Develop and continuously improve SOPs, workflows, and escalation protocols.
• Drive consistency across in-office and remote teams to maintain service standards.
• Collaborate with Operations, Sales, and Marketing to align processes and customer journeys.
• Serve as senior escalation point for complex client issues and protective client relationships.

Skills

Leadership

KPI management

Performance coaching

Communication

Data analysis

Process improvement

Cross-functional collaboration

Strategic thinking

Project management

Executive presence

Education

High School Diploma or equivalent

Bachelor's degree in Business/Management/Communications

Tools

CRM systems

Workforce management tools

Call center platforms

Job description

LaunchPad Home Group is seeking a Senior Manager of Client Care for the Mid-Atlantic region to scale people, processes, and operations while preserving high-touch client service.

Reporting to the Operations Director, Northeast, you will lead Supervisors, manage remote and in-office teams, and translate regional strategy into execution. The role requires 7–10 years of leadership in contact centers or home services and a proven track record of building high-performing teams.