Client Experience Manager

POSITION OVERVIEW

The Client Experience Manager is the cultural and operational leader of Guardian’s Service Center, responsible for creating a “Client for Life” experience through every interaction. This role oversees our customer service teams, ensuring the team consistently delivers responsive, professional, and empathetic service while executing efficiently behind the scenes.

The Client Experience Manager cultivates a motivated, accountable team that does the right thing for customers, handles escalations with confidence, and maintains strong project communication from first contact through closeout. Working in close partnership with Marketing, Sales, and Production, this leader ensures the customer journey is seamless, expectations are clear, and project closeouts - including final payment collection – are handled with care and urgency.

KEY RESPONSIBILITIES

• Ensure Guardian’s “white glove” customer experience expectations are met through every interaction.
• Own Service Center lead conversion, ensuring leads are answered, qualified, and booked efficiently by the team.
• Establish a culture of ownership where teams do the right thing for the customer while protecting Guardian’s time, schedule, and reputation.
• Lead, coach, and develop the customer service teams through daily direction, performance management, and ongoing skill building.
• Ensure staffing, coverage, and scheduling align to call volume, lead flow, and production capacity.
• Monitor quality of customer communication across channels (phone, text, email) and implement coaching plans to improve customer outcomes.
• Continuously improve training, onboarding, call quality, and customer communication standards across teams (scripts, word tracks, templates, SOPs).
• Verify quality control call completion to reinforce “Client for Life” relationships and generate reviews.
• Partner with Marketing and Sales to align on lead quality, volume, booking standards, and other KPI improvements.
• Identify friction points in the booking journey and implement process improvements.
• Partner with Sales and Production to reduce errors and keep customers informed.
• Ensure clean documentation and communication in CRM & Project Management software (ServiceTitan) to support smooth execution across departments.
• Handle escalations, ensuring timely resolution and consistent communication.
• Coach teams on de-escalation, expectation-setting, and conflict resolution while maintaining Guardian’s standards.
• Identify recurring escalation themes and lead systemic fixes (training, process, policy, interdepartmental alignment).
• Oversee AR (Accounts Receivable), coordinating with Operations and Accounting to ensure timely collection of final payments.
• Monitor and improve service center KPIs by using call coaching, QA reviews, customer feedback, and trend analysis to drive measurable improvement.

QUALIFICATIONS

• 5 years of experience in call center/service center leadership, hospitality management, or a similar customer-facing management role (home services/construction strongly preferred).
• Demonstrated success managing performance-driven teams (KPIs, coaching, accountability).
• Strong de-escalation and conflict resolution experience; ability to lead calmly under pressure.
• Experience partnering cross-functionally with Marketing, Sales, and Operations.
• Proficiency with CRM/call center tools; ServiceTitan experience strongly preferred.
• Excellent written and verbal communication; able to build clear standards, scripts, and SOPs.
• High attention to detail and strong operational instincts (process, documentation, follow-through).

LOCATION & SHIFT

• Auburn, WA (onsite) with oversight of onsite and remote team members.
• Monday–Friday; occasional extended hours as business needs require.

WHAT WE OFFER YOU

• Highly competitive base salary of $100,000/year PLUS monthly bonus opportunities of $750 based on AR and lead goals.
• Medical, Dental, Vision and Supplemental Insurance Plans.
• 100% paid life and accident insurance for all Guardian employees.
• FSA and 401K
• Company cell phone and laptop.
• The extras:
• $1,500 Employee referral bonus.
• LA Fitness Membership.
• Pet-friendly office environment.
• Employee appreciation events.
• Company swag.
• Excellent company culture, we celebrate the big and small wins as a team!

WHO WE ARE

Founded in 2005, Guardian Roofing (“Guardian”) provides repair/replacement roofing services and gutter services to residential and light commercial customers throughout the Puget Sound. Guardian is one of the best small businesses on the West Coast and the Guardian brand is synonymous with exceptional service and integrity in all areas.

Guardian employs over 140 people and 100% of Guardian’s work is focused on repair and replacement (i.e. no new construction). The company has increased gross revenue by roughly 60% over the past five (5) years as a direct result of (a) an outstanding local reputation and (b) fielding an exceptionally strong, long-tenured team. With this foundation, management intends to double the company’s size over the next five (5) years.

*** Guardian is an equal opportunity employer. Our goal is to be an inclusive and equitable place to live, work, and play. ***

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