The posting
About the Role
The Manager, Customer Engagement leads a team of 5–7 Customer Experience professionals responsible for delivering high-quality service and engagement through phone, chat, and digital channels. This role ensures exceptional responsiveness to customer inquiries, proactive reputation management, and efficient lead handling across multiple platforms.
In addition to people leadership, this position plays a key role in executing technological initiatives that enhance the team’s performance — including implementing call and chat recording tools, managing process improvements, and leveraging analytics to drive insights. The Manager partners closely with Marketing, IT, Sales, and Data teams to ensure the Customer Experience department operates efficiently and strategically.
This individual combines call center management expertise with operational and technical acumen, ensuring the team not only meets performance goals but also evolves through digital enablement, automation, and continuous improvement.
What You'll Do
- Lead and coach a team of 5–7 Customer Engagement Specialists handling phone, chat, digital inquiries, and MLS Listings.
- Utilize call and chat recordings to identify trends, coach employees, and recognize high performers.Utilize exception reporting to identify trends and coach employees on the importance of data accuracy.
- Conduct regular 1:1 sessions, calibration reviews, and team meetings focused on skill development and process improvement.
- Lead the implementation and optimization of CX technology platforms (Salesforce, telephony systems, chatbot enhancements, and call recording tools).
- Develop standard operating procedures (SOPs) to support new technology rollouts and ensure consistent use across the team.
- Partner with the Voice of Customer (VoC) team to align customer feedback and survey results with frontline service initiatives.
Requirements
What We’re Looking For
- Bachelor’s degree in Business, Communications, or related field.
- 3–5 years of experience managing a call center, customer support, or digital engagement team.
- Strong understanding of Salesforce, telephony systems, and chat tools; experience with AI chatbots preferred.
- Excellent written and verbal communication skills; adept at summarizing data for executive audiences.
- Demonstrated ability to lead projects involving technology implementation or process transformation.
Benefits
Why You Will Love Working Here
- Competitive compensation and benefits package:
- Medical, dental, vision coverage
- Financial Planning
- Time Off & Life Balance
- Family & Lifestyle
- Opportunities for growth and development
- Culture that is collaborative, inclusive, fast-paced, people-first
- Stable company with strong reputation in the market
Why Join Perry Homes?
At Perry Homes, we’re committed to integrity, excellence, and service—values that guide every customer interaction. Join a team where your work directly contributes to an exceptional homebuying experience and a trusted brand. We’re committed to creating an inclusive workplace where people can do their best work.
***Note to job seekers: Your resume will be reviewed as the best qualified candidates will be contacted in the event that there is potential match***
Perry Homes is an Equal Opportunity Employer
Disclaimer: Recruitment Fraud – Any communication regarding job opportunities from our organization will be initiated through official channels only, including our company email domain, @perryhomes.com and verified social media accounts. We advise candidates to exercise caution and refrain from sharing personal or sensitive information with any party claiming to represent our company outside of these channels. We do not at any early stage of recruitment process solicit personal information (e.g., passport and bank account info), financial details, or any form of payment (e.g., application fee). If you receive suspicious communications, encounter job postings that appear fraudulent, or want to confirm any employment postings, please contact [email protected].
