Assistant Director, Customer Experience

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🔥 0 minutes ago

🐎 Kentucky – Remote

🐎 Kentucky – Remote

💵 $115k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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Allied Roofing Partners

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2024

🏗️ Construction

🤝 B2B

Construction • B2B

Allied Roofing Partners is a national residential roofing group that builds and supports a network of market-leading roofing contractors across the United States. The company provides flexible capital, strategic and operational support, shared resources, and a partner network while preserving operational autonomy and the local brands and legacies of its partner companies. Allied focuses on long-term partnerships to drive growth, operational excellence, and value creation for employees, customers, and communities.

📋 Description

• Personally call every web-form lead immediately via auto-dialer for select brands and direct dial, targeting under 2 minutes speed-to-lead during coverage hours • Work the structured rehash recovery book across all brands, including unsold quotes, viewed-not-accepted estimates, aged estimates, past customers, and missed calls • Follow and refine ARP playbooks, scripts, and cadences • Meet individual production metrics including booking rate, call volume, and average call time to booking • Define CX capacity requirements across the enterprise • Recruit and hire the CSR team through sourcing, screening, live role-plays, and reference checks • Build contact-center infrastructure including playbooks, QA and call-scoring, training and onboarding programs, scheduling, and coverage models • Onboard, coach, and performance-manage CSRs • Run intra-week calibration and call reviews • Partner with Marketing and Operations on lead-quality feedback, staffing gates, and future centralized contact-center location and staffing scenarios • Ensure compliance with TCPA, DNC, and call-recording requirements

🎯 Requirements

• 5+ years in customer success, contact center, or CX operations • Experience ideally in home services or an adjacent trade • Experience building or managing call-center processes, teams, and training programs from the ground up • Track record recruiting, onboarding, and retaining frontline talent at scale • Active network of CSR-caliber candidates is a strong plus • Comfortable personally making high volumes of outbound calls and being measured on results • CRM and dialer fluency • Discipline with process, documentation, and data • Self-managed and competitive in a remote environment • Coachable and able to review own performance • Ability to comply with TCPA, DNC, and call-recording requirements

🏖️ Benefits

• $115,000 base salary • Monthly performance incentives tied to performance • Remote work