Senior Manager, Confirmation and Sales Support

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November 18

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Jacuzzi Group

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Wellness

Jacuzzi Group is a company renowned for its innovation and leadership in the wellness and hydrotherapy industry. They offer a wide range of products including hot tubs, swim spas, saunas, and a variety of bathroom fixtures. Their products are designed to provide health benefits such as hydrotherapy for stress relief and post-exercise recovery. Known for their high-performance swim experiences and collaborations with athletes, Jacuzzi continues to innovate with technologies like the SmartTub® system for energy-efficient operation and the integration of infrared and red light therapy in their offerings.

1001 - 5000 employees

Founded 1956

🧘 Wellness

📋 Description

• Lead and grow the Confirmation team, QA Confirmation and Market Recovery providing coaching and oversight to managers and supervisors to ensure team performance, process compliance, and exceptional internal and external customer experience. • Own all operational procedures related to appointment-setting and sales communication, including result entry standards, call procedures, notes and documentation, and non-demo audits. • Oversight of appointment flow, monitoring and balancing lead assignments to maximize net issue opportunities, strategically manage overbooking based on market capacity to maximize net issue and demo rate performance. • Establish a structured, ongoing feedback loop between the Call Center and Sales leadership through scheduled communications, reporting, and regular business reviews. • Partner with Sales leadership to address trends, correct process gaps, and ensure accountability on appointment quality and set outcomes. • Maintain and evolve training materials for the Confirmation team, partnering with Training for delivery and rollout. • Lead operational testing and innovation (e.g., channel automation, process improvements, QA confirmation teams) to increase efficiency and set quality. • Own capacity tracking and planning in collaboration with Sales and Operations, including Salesforce capacity management and market ramp-up planning. • Monitor and drive key performance indicators (demo rate, net issue rate, appointment quality, confirmation productivity) to meet and exceed targets. • Other duties as assigned.

🎯 Requirements

• 3 plus years in home improvement leadership • Proven success in scaling teams and processes during rapid business growth. • Strong understanding of call center KPIs (demo rate, net issue, set quality) and sales appointment workflows. • Exceptional ability to analyze data, spot trends, and implement process improvements. • Experience partnering cross-functionally with Sales to drive performance and accountability. • Strong leadership, coaching, and communication skills with a focus on inclusion and collaboration across diverse teams (stateside and BPO/offshore) and executive. • Ability to thrive in a fast-paced, evolving environment with multiple growth initiatives.

🏖️ Benefits

• Paid time off (PTO) • 401(k) with matching program • Medical insurance • Dental insurance • Vision insurance • Health savings account • Life insurance