Senior Customer Experience Systems Lead

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

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.