Director of Client Experience - Eastern U.S.

Job Summary:

The Director of Client Experience leads how we respond to and support inbound clients, from first contact through scheduling the work. You’ll coach Client Experience Managers and teams to handle leads well, convert business consistently, and work smoothly with Sales, Operations, and the Field. The focus is on doing right by the client while making smart, sustainable sales decisions and leading by example.

Job Goals:

• Build and lead a best in class inbound client experience that supports our sales goals
• Drive scalable inbound lead conversion, booking rates, and revenue performance
• Coach CX leaders to develop sales acumen, accountability, and execution excellence
• Oversee and monitor a seamless handoff from lead intake through closing, dispatching, and scheduling
• Set the tone by leading with a client first mindset while demonstrating disciplined, sustainable sales practices

Job Responsibilities:

Lead, Coach, and Develop Client Experience Leadership

• Lead and develop Client Experience Managers, holding them accountable for team performance, coaching cadence, KPIs, and culture
• Coach CXMs on how to effectively lead inbound lead handling teams, balancing sales performance with client experience excellence
• Ensure CXMs are actively developing their PCs through real time coaching, call reviews, pipeline management, and performance feedback
• Set clear expectations around responsiveness, urgency, professionalism, and revenue accountability
• Conduct one to one meetings, performance reviews, and ongoing leadership development with direct reports
• Model strong leadership presence, decision making, and accountability

Inbound Lead Handling, Sales Execution & Dispatch Oversight

• Own the overall performance of inbound lead pipelines across all CX teams
• Ensure best practices for:
  • Lead qualification
  • Estimating and pricing discipline
  • Closing inbound opportunities
  • Dispatching and schedule coordination
• Partner with Sales, Operations, and Field Leadership to ensure that closed work is executable and client expectations are met
• Monitor key performance metrics and report to director and senior leadership teams
• Step in to support complex opportunities, high value clients, or escalations as needed
• Ensure the client experience remains consistent from first contact through job execution handoff

KPIs, Reporting, and Performance Management

• Define, monitor, and continuously improve inbound lead and client experience KPIs, including but not limited to:
  • Lead response time
  • Accuracy Rates
  • Close/Win rates
  • Answer Rates
  • Dispatch timeliness
  • Client satisfaction indicators
• Use Salesforce and related tools to manage visibility into lead flow, forecasting, and team performance
• Provide regular performance reporting and insights into senior leadership
• Identify trends, bottlenecks, and opportunities for improvement and drive action plans

People, Process, and Systems Optimization

• Partner with Recruiting and HR to hire, onboard, and retain top CXM and PC talent
• Forecast staffing needs based on inbound volume and growth projections
• Ensure Salesforce and other systems are optimized to support inbound sales execution and scheduling
• Champion process improvements that increase efficiency without sacrificing client experience
• Maintain strong cross functional collaboration with Commercial, Field, Finance, and Technology teams