Customer Experience Manager (On-Site)

Overview

F.H. Furr is seeking an experienced Customer Experience Manager to lead and develop a high-performing customer operations team at our headquarters in Manassas, VA. This onsite leadership role is responsible for driving exceptional customer experiences, maximizing appointment opportunities, and improving operational performance across our Plumbing, HVAC, and Electrical businesses. As a high-impact, high-visibility position, this role partners closely with Sales, Marketing, Field Operations, General Managers, Directors, and other senior leaders to deliver business growth, operational excellence, and a seamless customer experience.

Key Responsibilities

• Drive performance in customer experience, appointment conversion, quality, service levels, and productivity.
• Lead daily call center operations to ensure efficient handling of customer inquiries, appointment scheduling, and service support.
• Leverage AI, automation, and operational technologies to improve customer experience, booking performance, workforce effectiveness, quality assurance, dispatch optimization, and overall service operations.
• Monitor workforce performance, staffing levels, scheduling, and operational metrics to ensure business objectives are achieved.
• Analyze reporting, call center trends, and key performance indicators (KPIs) to identify opportunities for continuous improvement.
• Support onboarding, training, employee development, and performance management initiatives.
• Collaborate with Sales, Marketing, and Operations leadership to align call center performance with company growth objectives.
• Process payroll, maintain documentation, and ensure compliance with company policies and procedures.

What We're Looking For

• Experience leading AI and automation initiatives in customer service or contact center environments, including the ability to assess opportunities, measure business impact, balance automation with customer experience, and drive adoption across teams.
• Previous call center or contact center management experience.
• Demonstrated success managing KPIs, customer experience metrics, service levels, conversion rates, and operational performance.
• Experience leading large teams in a fast-paced, customer-focused environment.
• Strong analytical and problem-solving skills with the ability to leverage data to drive performance improvements.
• Ability to effectively partner with senior leaders and stakeholders across multiple business functions.
• Excellent communication, organizational, and leadership skills.

Why Join F.H. Furr?

Join a trusted industry leader and play a key role in delivering exceptional service experiences while supporting the continued growth and success of F.H. Furr's Plumbing, HVAC, and Electrical business. This is a unique opportunity to make a significant impact in a highly visible leadership role with direct exposure to senior leadership and strategic business initiatives.

F.H. Furr may conduct a pre-employment background check and drug test, subject to applicable law.

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