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Assistant Director, Customer Experience

Location: Remote

Compensation: $115,000 base salary, plus monthly performance incentives tied to performance.

Reports to: Marketing and dotted line into Operations

Growth path: Director of CX as the organization scales.

About the Role

Allied Roofing Partners (ARP) is building an in-house Customer Experience organization to serve a fast-growing, multi-brand roofing portfolio. You will be the first CX hire and the architect of the contact center that follows. This is a true player-coach seat: you will personally work leads and customers to prove out and calibrate the playbook, then hire and lead the CSR team that scales it.

Direct customer contact is a core, day-one requirement of this role, not a transitional duty. Until the CSR team is seated, you carry the full individual-contributor playbook yourself while supporting multiple brands across the US.

What You Will Do

Own the phones (primary, day one):

Call every web-form lead the moment it lands via auto-dialer for select brands and direct dial with a target under 2 minutes speed-to-lead during coverage hours.

Work the structured rehash recovery book across all brands: unsold quotes, viewed-not-accepted estimates, aged estimates, past customers, and missed calls.

Follow and refine the established ARP playbook, scripts, and cadences; playbook adherence is required and measured.

Hit individual production metrics: booking rate, call volume, and average call time to booking.

Build the contact center (in parallel):

Define CX capacity requirements across the enterprise.

Recruit and hire the CSR team, sourcing candidates: screening, live role-plays, and reference checks.

Build the operating infrastructure: playbooks, QA and call-scoring, training and onboarding programs, scheduling, and coverage models.

Onboard, coach, and performance-manage CSRs. Run intra-week calibration and call reviews.

Partner with Marketing and Operations on lead quality feedback, staffing gates, and the plan for a future centralized contact center, including location and staffing scenarios.

Ensure compliance across TCPA, DNC, and call-recording requirements.

What Success Looks Like

Productive on speed-to-lead in week 1, full rehash cadence within 30 days.

Playbook proven in your own calls: rehash consistently booking jobs and outbound capacity near limit for one caller.

First CSRs sourced, hired, and productive as volume gates clear.

Documented playbooks, QA, and training that let each new CSR ramp faster than the last.

What You Bring

5+ years in customer success, contact center, or CX operations, ideally in home services, or an adjacent trade.

Builder: You have built or managed call center processes, teams, and training programs from the ground up.

Track record of recruiting, onboarding, and retaining frontline talent at scale; an active network of CSR-caliber candidates is a strong plus.

Hands-on operator comfortable personally making high volumes of outbound calls and being measured on results.

CRM- and dialer-fluency: disciplined about process, documentation, and data.

Self-managed and remote- competitive on speed and coachable. Able to review own performan