Regional Director of Customer Experience - Call Center Operation

Job Description

Job Description

Regional Customer Experience Director / Call Center Operations

Corporate position supporting our FL & GA Branch locations

FLA / GA Candidates – Should live close to one of our Regional Branch locations in Tampa, Sarasota, Sanford or Rockledge FL or Savannah GA

Compensation: $100,000–$115,000 Base Salary + 20 % Performance Bonus

Work Type: Full-Time Salaried Exempt

Travel: Approximately 50 - 75 % Regional Travel

Master Trades Group is seeking an experienced and people-focused leader to serve as Regional Customer Experience Director. In this role, you will be responsible for leading, developing, and holding accountable a team of local Customer Experience Managers across multiple locations driving a high-performance culture grounded in coaching, accountability, and continuous growth. This is a people-first leadership role for someone who thrives on developing others, building strong teams, and creating conditions that allow both leaders and front-line employees to perform at their best. If you are passionate about people development, team performance, and driving results through others, we want to hear from you.

About Us

Master Trades Group is a leading residential services platform providing HVAC, plumbing, electrical, and sewer solutions through a growing portfolio of trusted local brands across the Southeast and Mid-Atlantic. We are focused on operational excellence, leadership development, customer experience, and long-term growth.

As we continue expanding throughout Florida and Georgia, we are seeking a high-impact Regional Call Center Customer Service Manager to lead multi-trade sales performance, drive revenue growth, develop high-performing teams, and support operational excellence across multiple locations.

JOB SUMMARY: ESSENTIAL JOB FUNCTIONS:

Lead and manage local Customer Experience Managers across multiple Companies to drive operational consistency, accountability, and performance.

• Collect, review, and analyze call center and customer service performance reports to ensure data accuracy and identify opportunities to improve results across local teams.
• Proactively identify and implement performance improvement strategies within local call centers to strengthen service delivery, increase efficiency, and exceed established goals.
• Evaluate training effectiveness and partner with local Customer Experience Managers to strengthen coaching, development plans, and curriculum updates that improve team performance.
• Develop, implement, and reinforce scripting and call flow standards to improve consistency, call quality, conversion, and overall customer experience across local teams.
• Coach local Customer Experience Managers on objection handling, live call coaching, and continued training strategies to strengthen team effectiveness and drive sustained performance improvement.
• Lead regular meetings with Customer Experience Managers to review results, address performance gaps, align on priorities, and reinforce strategies that drive metric achievement organization-wide.
• Collaborate closely with local level leadership to align customer experience strategies with business goals, improve cross-functional execution, and drive overall organizational performance.
• Drive talent development and people management efforts by coaching local Customer Experience Managers in team growth, employee development, succession planning, and building high-performing customer service teams.
• Maintains and promotes a positive working atmosphere in accordance with our Core Values by always behaving and communicating in a professional manner in the presence of clients, co-workers and supervisors.
• All other related duties as assigned

QUALIFICATIONS /ABILITIES:

Proven experience leading and managing multiple teams or a group of people in a customer service, call center, or operations environment.

• Demonstrated ability to coach, develop, and hold leaders and team members accountable to performance expectations and service standards.
• Strong leadership presence with the ability to motivate teams, manage change, and build a culture of continuous improvement and high performance.
• Ability to use performance data, reporting, and key metrics to lead teams, identify coaching opportunities, and drive measurable results.
• Strong communication and relationship-building skills, with experience leading through others and collaborating effectively across multiple levels of the organization.
• Strong organizational and time management skills, with the ability to prioritize competing responsibilities, manage multiple teams simultaneously, and consistently execute against established goals and timelines.
• Demonstrated flexibility and adaptability, including the willingness to travel to multiple Customer Service Centers, adjust working hours as business needs require, and remain agile in a fast-paced, performance-driven environment.
• Proficiency in Microsoft Office and familiarity with call center or CRM platforms, with the ability to leverage technology to monitor performance, streamline reporting, and support data-driven decision-making across local teams.

• Opportunity to lead multiple high-growth markets across the Southeast
• Executive visibility and strategic leadership exposure
• Competitive compensation + performance-based bonus opportunity
• Ability to shape sales strategy, coaching culture, and operational performance
• Collaborative leadership environment focused on accountability and growth
• Career advancement within a rapidly expanding organization
• Full benefits package including medical, dental, vision, PTO, and 401(k)

What You’ll Do

Sales Leadership & Team Development

• Lead, coach, and develop Customer Service Managers in your Region
• Build accountability and consistency across all regional sales teams
• Recruit, hire, onboard, and retain top-performing sales talent
• Foster a high-performance culture focused on customer experience, accountability, and results

KPI & Performance Management

Monitor and improve key sales performance metrics

• Lead conversion
• Booking percentages
• Customer satisfaction metrics

Process Optimization & Reporting

• Analyze sales performance, market trends, and operational data to identify opportunities for improvement
• Utilize CRM systems, dashboards, and reporting tools to drive decision-making and accountability
• Partner with leadership on forecasting, budgeting, and strategic growth initiatives

What We’re Looking For

Required Qualifications

• Team Leadership in a Multi Location Territory
• Preferred: Strong leadership experience within HVAC, plumbing, electrical, sewer, or in-home sales environments
• Proven success leading high-performing sales teams across multiple locations
• Experience managing KPIs, revenue growth, profitability, and sales performance
• Strong coaching, leadership, and organizational development skills
• Excellent communication, analytical, and problem-solving abilities
• Proficiency with CRM systems, dashboards, Microsoft Office, and reporting tools
• 3 CX / Telephone CRM System
• Tableau or other BI Dashboard software
• AI Call Center Enhancement technology
• MS Office - Advanced
• Ability to travel regionally up to 50%

Preferred Qualifications

• Multi-location leadership experience within residential home services
• Experience with ServiceTitan or similar field service management software
• Experience leading HVAC, Plumbing, Electrical, and Sewer sales organizations simultaneously

EDUCATION/EXPERIENCE REQUIREMENTS:

REQUIRED:

• HS Diploma Required
• Bachelors Degree in Hospitality Management or Business Administration preferred
• Valid Drivers License
• Minimum of 3 years proven leadership and/or experience in the Service Industry
• Proven record in: Team Development, Customer Service
• Intermediate proficiency in MS Office Suite including proficient use of Excel and PowerPoint

PREFERRED:

• Experience in the trades: HVAC, plumbing, electrical
• Experience with ServiceTitan

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

• Professional Office Environment
• Ability to travel to other locations, for training sessions and/or meetings, car/air travel 50-75%
• Must be able to lift 25lbs
• Ability to sit for extended periods of time

BENEFITS:

Compensation: Based on experience

Benefits: Standard benefit plan for full-time, regular employees

SCHEDULE:

As a people leader, this role requires availability beyond standard business hours, adapting your schedule to support your team and align with the evolving needs

Pre-Employment Requirements:

All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report (if applicable). These are conducted in compliance with applicable laws and regulations.

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE