Customer Experience Manager in Palm Harbor, Florida at Sunrise Irrigation LLC

About Us
At Sunrise Irrigation, we are a family-owned and veteran-operated company proudly serving the greater Tampa Bay community for over a decade. We specialize in irrigation systems, drainage solutions, sod installation, and landscape lighting, delivering high-quality, reliable services to homeowners across the region.

We are committed to building careers, not just jobs, and that commitment is reflected in our culture and recognition. Sunrise Irrigation was recently named a Tampa Bay Times Top Workplace, ranking #2 in the Small Business category, in addition to being a Best of the Bay winner in 2024 & 2025 and a multi-year Inc. 5000 fastest-growing company.

As we continue to scale, our focus remains on intentional growth, operational excellence, and protecting the culture that has made us successful. We invest heavily in our people, our training, and our systems to ensure we deliver consistent, high-level customer experience while creating long-term opportunities for our team.

Position Summary
Sunrise Irrigation is seeking an experienced Customer Experience Manager to lead our Customer Service and Dispatch teams. This is a key leadership position responsible for developing people, improving performance, improving operational efficiency, and ensuring exceptional customer experience at every stage of the customer journey.

The successful candidate is a proven leader with a track record of building high-performing teams, improving customer satisfaction, coaching employees, and driving measurable results through accountability and continuous improvement.

At Sunrise, we believe exceptional customer experiences begin with exceptional leadership. We are looking for a leader who understands how to balance customer satisfaction, employee development, operational excellence, and company growth while fostering a culture built on Sustainability, Service, Education, and Integrity.

If your leadership style is built on coaching, accountability, communication, and continuous improvement, we encourage you to apply.

Who Will Be Successful In This Role

The ideal candidate:

• Leads with confidence, professionalism, and integrity.
• Has a proven history of developing high-performing teams.
• Understands how to inspire employees while maintaining accountability.
• Thrives in a fast-paced, high-volume environment.
• Uses metrics and reporting to identify opportunities and drive improvement.
• Possesses exceptional interpersonal and communication skills.
• Remains calm, professional, and solutions-focused under pressure.
• Builds trust with employees, customers, and leadership.
• Takes ownership of challenges and follows through on commitments.
• Understands the unique demands of the home services industry.
• Believes that great customer experiences begin with great leadership.

Key Responsibilities

Leadership & Team Development

• Lead, coach, mentor, and develop Customer Service Representatives and Dispatch personnel.
• Establish clear performance expectations and accountability standards.
• Conduct regular one-on-one coaching sessions, performance evaluations, and development planning.
• Foster a positive, collaborative, and customer-focused team culture.
• Recognize employee achievements and address performance concerns promptly and professionally.
• Develop future leaders within the department.
• Promote employee engagement, retention, and professional growth.

Customer Experience & Service Excellence

• Ensure every customer interaction reflects Sunrise's commitment to exceptional service.
• Monitor customer interactions and service quality standards.
• Manage escalated customer concerns and deliver timely, effective resolutions.
• Identify trends impacting customer satisfaction and implement improvement strategies.
• Champion a customer-first mindset throughout the department.
• Support customer retention efforts through service excellence and relationship building.

Performance Management & Quality Control

• Monitor and improve departmental performance metrics.
• Oversee quality assurance and quality control initiatives, including call monitoring and customer interaction reviews.
• Analyze performance data and identify opportunities for improvement.
• Implement corrective action plans when performance expectations are not met.
• Create accountability through scorecards, coaching, and performance tracking.
• Prepare and present departmental reports to leadership.

Operational Leadership

• Oversee daily Customer Service and Dispatch operations.
• Ensure proper staffing levels and scheduling coverage to support business demands.
• Collaborate with Operations, Sales, Marketing, and Field Leadership to improve communication and customer experience.
• Ensure accurate customer data management and workflow execution within ServiceTitan.
• Develop and maintain processes, procedures, and best practices.
• Identify opportunities to improve efficiency, productivity, and scalability.

Organizational Leadership

• Support company initiatives, growth strategies, and operational objectives.
• Serve as a role model for Sunrise's culture and values.
• Build strong cross-functional relationships throughout the organization.
• Contribute to a culture of accountability, collaboration, and continuous improvement.

Required Qualifications

Education & Experience

• Bachelor's Degree in Business Administration, Management, Organizational Leadership, Communications, or a related field preferred.
• Candidates with 7-10 years of progressive management experience may be considered in lieu of a bachelor's degree.
• Minimum of 3-5 years of customer service management experience required.
• Home services industry experience required.
• ServiceTitan experience required.
• Proven experience leading customer service and/or dispatch teams in a high-volume environment.
• Demonstrated success improving customer satisfaction, employee engagement, productivity, and operational performance.
• Experience managing escalated customer concerns and conflict resolution.
• Strong understanding of dispatch operations, scheduling, and customer communication processes.
• Experience utilizing KPIs, scorecards, quality assurance programs, and performance metrics to drive results.

Required Skills & Competencies

Leadership & Business & Operational Acumen

• Team Development & Coaching
• Employee Engagement
• Performance Management
• Conflict Resolution & Change Management
• KPI Management
• Process Improvement
• Quality Assurance & Quality Control
• Data Analysis & Reporting
• Strategic Problem Solving

Communication

• Strong Written & Verbal Communication
• Active Listening
• Relationship Building
• Customer Resolution Skills

Technical Skills

• ServiceTitan (Required)
• CRM & Customer Management Systems

Work Schedule & Expectations

• Full-time, in-person leadership position.
• Fast-paced environment supporting a growing home services organization.
• Average workweek of approximately 50 hours.
• Monday through Friday schedule with rotating Saturdays required.
• Additional hours may be required based on business needs.
• Must maintain a professional, positive, and solutions-oriented approach while supporting both customers and employees.

Compensation & Benefits

• Competitive salary based on experience.
• Performance-based incentive opportunities tied to team and departmental performance.
• Medical, dental, and vision benefits.
• Paid Time Off and company holidays.
• Professional development opportunities.
• Advancement opportunities within a growing organization.
• Opportunity to make a meaningful impact on the customer experience and future growth of Sunrise Irrigation.

Location: Palm Harbor (In Person)
Schedule: Full-Time | Average 50 Hours Per Week | Rotating Saturdays Required
Compensation: $70,000 - $90,000 base + Performance-Based Incentive Opportunities

Why Join Us? At Sunrise Irrigation, we value professionalism, accuracy, and customer satisfaction. We offer a supportive and dynamic work environment with opportunities for professional growth and development. If you are a dedicated financial professional with a passion for making a difference, we encourage you to apply!

Equal Employment Opportunity (EEO) Policy Statement: Sunrise Irrigation is committed to a diverse and inclusive workplace. We provide equal employment opportunities without discrimination based on race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected status. All employment decisions are made based on qualifications and job performance.