Vice President, Contact Center Sales & Operations

Job Description

Job Description

Description:

Vice President, Contact Center Sales & Operations

Tampa, FL - In Office · Full-Time · PE-Backed Home Services Platform · Pest Control & Pool Services

About The Role

We run the revenue engine of a fast-growing, multi-state home services business. Every inbound call, every outbound dial, every booked job, every recurring service plan, and every customer interaction flows through our contact center.

We are hiring a Vice President, Contact Center Sales & Operations to own that engine and make it grow.

This is not a seat for a caretaker. It is built for a growth-minded operator who thinks like a technologist, leads like a coach, and reads data like a detective. You will lead Inside Sales, Customer Care, Retention, Scheduling, Workforce Management, and Quality as one integrated organization, turning conversation data, modern AI tooling, disciplined coaching, and operational excellence into measurable revenue growth.

You will lead a team of more than 80 contact center professionals supporting leading pest control and pool service brands across multiple states. If you get energized by owning a number, deploying the right technology to move it, and uncovering insights others miss, we want to talk.

What You'll Own

• The Revenue Number. Booking rate, outbound conversion, recurring service plan growth, retention, revenue per call, and customer lifetime value as hard, reported targets.

• The Growth Engine. Aggressive outbound and win-back motions across lapsed customers, unsold estimates, missed-call recovery, canceled accounts, seasonal campaigns, and customer re-engagement initiatives.

• The Insight. Mining call recordings, transcripts, lost-call data, sentiment trends, and operational metrics for patterns competitors never see, then turning them into action through pricing tests, script improvements, staffing optimization, and process enhancements.

• The Experience. Inbound care, scheduling, retention, and sales operating as one seamless customer journey, with automation handling volume so your people can focus on value.

• The Technology. Ownership of the contact center stack, including AI agent-assist, conversation intelligence, intelligent routing, automation, workforce management, quality assurance, and performance platforms.

• The Team. Building and leading a high-performance, multi-state organization that combines accountability, coaching, operational discipline, customer obsession, and sales excellence.

The Tech You'll Command

CRM & Field Service: FieldRoutes, PestPac, ServiceTitan, or comparable

Telephony & Dialer: Five9, NICE CXone, Genesys, Convoso

Conversation Intelligence: Gong, Balto, Observe.AI Call Tracking & Attribution: CallRail, Invoca

Operations: IVR, WFM, QA, agent-assist, and automation platforms

What You Bring

• 10+ years leading contact center operations with responsibility for sales, customer care, retention, scheduling, and operational performance.

• Home services contact center leadership experience required, including pest control, pool services, HVAC, plumbing, electrical, lawn care, or similar recurring-service businesses.

• Pest control contact center experience strongly preferred and will receive priority consideration.

• A documented track record of improving conversion rates, revenue per call, recurring revenue, customer retention, and customer satisfaction.

• Experience leading large, multi-layer teams across managers, supervisors, QA, WFM, training, and frontline agents.

• Hands-on command of modern CRM, field service, telephony, workforce management, QA, call attribution, automation, and AI conversation-intelligence platforms.

• A proven record of implementing automation or AI initiatives that produced measurable business results.

• Experience operating in private equity-backed, multi-brand, acquisitive, or high-growth organizations is highly desirable.

Bonus Points

• Direct pest control contact center experience.

• Experience supporting both pest control and pool service operations.

• Direct experience with FieldRoutes, PestPac, ServiceTitan, or comparable field-service platforms.

• Background scaling inside sales and customer care organizations across multiple brands and markets.

• Experience presenting performance results and technology initiatives to executive leadership, boards, or private equity stakeholders.

How To Apply

Ready to own the engine? Submit your resume and a short note describing a contact center metric you materially improved, how you improved it, and the measurable business impact delivered.