Regional Client Care Senior Manager — Growth & Ops Leader

AJF Inspections; Northern (KY); Hybrid; USD 90,000 - 140,000; Full time

Job summary

LaunchPad Home Group is seeking a Senior Manager of Client Care for the Mid-Atlantic/Northeast region. You will lead a high-growth Client Care function across in-office and remote teams, translating regional strategy into actionable objectives, driving KPI performance, and elevating the client experience in a fast-moving environment.

The ideal candidate has 7–10 years in contact center or home services leadership, with a track record of building high-performing teams, and strong collaboration

Qualifications

• 7–10 years of progressive leadership experience in contact center or home services.
• Bachelor’s degree in Business, Management, Communications, or related field preferred.
• Bilingual proficiency in Spanish and English preferred.

Responsibilities

• Provide strategic oversight to Client Care Supervisors and foster accountability.
• Design leadership development programs and talent pipelines.
• Collaborate with Operations, Sales, and Marketing to align processes and client journey.
• Serve as senior escalation point for complex client issues and protect client relationships.
• Lead SOP development, call center workflows, and client escalation protocols.

Skills

Leadership

KPI-driven strategy

Analytical skills

Communication

Project management

Stakeholder management

Executive presence

Data-driven

Team development

Problem solving

Education

Bachelor’s degree in Business/Management/Communications

Tools

Call center platforms

CRM systems

Workforce management tools

Job description

LaunchPad Home Group is seeking a Senior Manager of Client Care for the Mid-Atlantic/Northeast region. You will lead a high-growth Client Care function across in-office and remote teams, translating regional strategy into actionable objectives, driving KPI performance, and elevating the client experience in a fast-moving environment.

The ideal candidate has 7–10 years in contact center or home services leadership, with a track record of building high-performing teams, and strong collaboration