Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 6 days ago

Manager, Customer Experience

Groundworks338 open roles

Where
Virginia Beach, VA (A1)
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowManager, Customer ExperienceGroundworks · Virginia Beach, VA (A1)

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Groundworks's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

8.5% of postings close within 7 days. Measured by our own scanner across the market. Groundworks postings stay open a median of 4 days.

Share of postings closed within
  1. 1.8%1 day
  2. 4.0%3 days
  3. 8.5%7 days
  4. 15.4%14 days
  5. 34.1%30 days
This job: posted 6 days ago

Groundworks median: 4 days open

The posting

Ready to build your future? We're Groundworks, North America's leading foundation repair and water management specialist. We're more than a company - we're a team driven by purpose. As a Top Workplace, we're looking for top talent to fuel our mission: to protect, repair, and improve our customers’ greatest asset – their home.

But what makes us a great place to work? Here, you'll find real career growth, comprehensive and affordable benefits, a culture that values hard work and innovation, and company ownership equity. Whether you’re starting your career or looking for your next big move, we offer hands-on training, advancement opportunities, and the chance to make a real impact every day.

Join us and lay the foundation for your success. Apply today!

Job Purpose

The Customer Experience Manager is responsible for leading the customer experience function for A1 Sewer & Drain, with direct oversight of the local customer contact center, Inside Sales Representatives, and local marketing activities. This role owns the customer journey from initial lead generation and customer contact through appointment booking, sales conversion, and ongoing customer engagement, ensuring A1 Sewer & Drain delivers a consistent, responsive, and high-quality customer experience while supporting revenue and growth objectives.

The Customer Experience Manager leads and develops the customer contact and Inside Sales teams, drives call center performance, lead conversion, and inside sales results, and partners with A1 Sewer & Drain and Groundworks leadership to execute local marketing strategies that generate demand and support business growth. The role uses customer, sales, call center, and marketing performance data to identify opportunities, improve processes, maximize conversion, and ensure resources are aligned with the needs of the business.

Duties and Responsibilities

  • Leads the day-to-day operations and performance of the A1 Sewer & Drain customer contact center and Inside Sales team, ensuring a consistent, responsive, and high-quality customer experience.
  • Manages, coaches, develops, and holds accountable customer contact center team members and Inside Sales Representatives, establishing clear expectations for customer service, productivity, lead management, sales performance, and conversion.
  • Establishes and monitors key performance indicators, including call volume, service levels, booking and conversion rates, lead response times, sales performance, customer satisfaction, and other measures of operational effectiveness.
  • Oversees lead management and Inside Sales processes to ensure customer opportunities are appropriately assigned, followed up on, and managed to maximize booking and sales conversion.
  • Evaluates staffing and scheduling needs based on call and lead volume, seasonality, marketing activity, business demand, and growth projections.
  • Partners with A1 Sewer & Drain operational and sales leadership to align customer contact and Inside Sales activities with operational capacity, revenue goals, and business priorities.
  • Oversees the execution of local marketing activities, campaigns, promotions, and community initiatives in partnership with Groundworks Marketing and A1 Sewer & Drain leadership.
  • Monitors marketing, lead source, customer contact, and sales performance to evaluate the effectiveness of the customer acquisition funnel and identify opportunities to improve conversion and return on marketing investment.
  • Identifies and implements improvements to the customer journey, including initial contact, appointment scheduling, sales engagement, service communication, and customer follow-up.
  • Develops and maintains processes, procedures, scripts, service standards, and training to ensure consistent execution across the customer contact center and Inside Sales teams.
  • Reviews customer feedback, complaints, cancellations, lost opportunities, and performance trends and partners with appropriate leaders to address recurring issues and customer escalations.
  • Prepares and communicates performance reporting and partners cross-functionally with A1 Sewer & Drain and Groundworks teams to support customer experience, sales, marketing, and overall business objectives.
  • Ensures department activities are conducted in accordance with Groundworks policies, procedures, and applicable standards.
  • Regularly and reliably reports to work on time each working day.
  • Performs other duties as assigned

Qualifications

  • Bachelor's degree in Business, Marketing, Communications, Management, or a related field preferred; equivalent combination of education and relevant professional experience may be considered.
  • Three or more years of progressively responsible experience in customer experience, call center operations, customer service, marketing, sales operations, or a related field.
  • Previous experience leading and developing employees in a customer-facing, call center, sales, or service environment preferred.
  • Experience within home services, plumbing, HVAC, construction, or another consumer service business is preferred.
  • Experience managing or supporting local marketing initiatives, lead generation activities, or customer acquisition programs preferred.
  • Demonstrated ability to use operational and customer data to identify trends, diagnose performance issues, and drive improvements.

Knowledge, Skills, and Abilities

  • Strong understanding of customer experience, call center operations, customer service, lead management, appointment booking, and conversion practices.
  • Working knowledge of local marketing, lead generation, customer acquisition, campaign execution, and marketing performance measurement.
  • Ability to connect marketing activity, customer demand, call center performance, and operational capacity to support business growth.
  • Strong leadership and people management skills with the ability to coach, motivate, develop, and hold team members accountable for results.
  • Strong analytical and problem-solving skills with the ability to interpret performance data and translate findings into actionable improvements.
  • Demonstrated ability to establish performance expectations and manage against measurable operational and customer experience metrics.
  • Strong business acumen with an understanding of how customer experience and lead conversion impact revenue and overall business performance.
  • Excellent interpersonal, written, and verbal communication skills with the ability to communicate effectively across frontline, management, and leadership audiences.
  • Strong organizational and project management skills with the ability to manage multiple priorities in a fast-paced and changing environment.
  • Ability to collaborate effectively across functions and balance local business needs with broader Groundworks processes, standards, and priorities.
  • Customer-focused mindset with sound judgment and the ability to effectively manage escalated or sensitive customer situations.

Working Conditions

This role has a salary range between $70,000- $115,000. Salary is based on experience. This position primarily operates in our A1 Sewer & Drain office in Virginia Beach, VA and within a call center environment with a moderate noise level. The role routinely uses standard office equipment and technology and requires extended periods of sitting and computer use. The position may require occasional travel to Groundworks locations, A1 Sewer & Drain service locations, community events, or other business-related locations. The role may require flexibility in work schedule based on customer demand, business needs, marketing activities, or operational requirements.

Physical Requirements

While performing the duties of this position, the employee is regularly required to communicate verbally and in writing, hear and interpret information, operate a computer and other office equipment, and remain in a stationary position for extended periods. The employee must possess sufficient visual acuity to review and analyze reports, customer information, marketing materials, and other business data. Occasional movement throughout the workplace and travel to other business locations may be required.

What We Provide

  • Competitive Pay
  • Employee Company Ownership Opportunities
  • Industry Leading Training Programs
  • Leadership Development and Career Growth Tracks
  • Comprehensive and Affordable Benefits Package
  • Top Workplace with Award Winning Culture

The anticipated salary range is the expected hiring range for this role in Virginia is $0.00 - $0.00. Final compensation will be based on an evaluation of each candidate's qualifications, relevant experience, demonstrated capabilities, and work location.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Groundworks's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Groundworks's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Groundworks's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.