Assistant Director, Customer Experience

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