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Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading centralized customer-facing functions, with a strong focus on inbound lead response and inside sales strategies. Proven ability to build and scale operations while ensuring compliance with TCPA and PCI standards.
Highest-signal resume keywords
Inside Sales LeadershipCustomer Experience ManagementData-Driven Decision MakingTCPA Compliance KnowledgePerformance Management
About the role
Key responsibilities & impact- Design, stand up, and lead centralized customer-facing functions across Thrive brands and markets
- Own the strategy, operating model, and performance of centralized Inbound Lead Response and Inside Sales teams
- Build and scale centralized inbound operations for phone calls, web inquiries, SMS/text messages, and other inbound demand
- Design a future-state lead intake model and ensure consistent speed to contact across markets
- Own inbound coverage, operating hours, weekend coverage, staffing models, seasonal workforce planning, and service-level expectations
- Define and train teams on customer engagement standards, playbooks, and training assets
- Establish processes to convert inbound demand into sold programs, qualified appointments, or next steps for field and branch teams
- Establish inside sales for outbound follow-up, re-engagement, and additional-service sales
- Build outbound playbooks, scripts, coaching programs, and performance standards
- Partner with branches and Marketing on customer retention, cancellation saves, renewals, prepay campaigns, and win-back outreach
- Own quality standards, QA programs, call monitoring, coaching, and feedback loops
- Own contact center technology strategy, phone architecture, call routing, queues, IVR, escalation paths, and platform integrations
- Partner with IT and functional teams on implementation and support; evaluate AI and other technologies
- Ensure customer contact practices comply with TCPA and PCI standards
- Build relationships with branch, district, and field leadership and lead customer-contact transitions for acquired brands
- Define KPIs and executive dashboards covering inbound, outbound, customer experience, revenue, cash flow, and retention
- Present insights, trends, and improvement plans to the President, District Leaders, and executive leadership
- Build, hire, and lead a high-performing organization
- Develop managers and frontline leaders through coaching, performance management, and succession planning
- Design incentive and compensation plans for centralized teams
- Foster accountability, field collaboration, and customer-first decision-making
Requirements
What you’ll need- Proven experience leading inside sales and/or customer experience organizations of at least 30 employees
- 10+ years of phone-based inside sales experience
- At least 5 years spent leading a team
- Proven track record of individual and team goal attainment
- Strong B2C background with high-volume customer interactions across phone and digital channels
- Demonstrated success building and scaling centralized, customer-facing functions
- Data-driven operating approach with strong judgment around balancing growth, cash performance, and customer experience
- Experience building inside sales, CX, or contact center organizations from the ground up (preferred)
- Home services experience, particularly recurring-service businesses such as lawn care, pest control, or HVAC maintenance (preferred)
- Experience partnering effectively with field leadership in a distributed, multi-location environment (preferred)
- Experience integrating acquired businesses into a shared services model (preferred)
- Knowledge of TCPA compliance for outbound calling and SMS
- Knowledge of PCI standards for payments taken by phone
- Candidates in CST or EST time zones preferred
Benefits
Comp & perks- Equity Participation
- Target annual bonus included in OTE
- Remote work arrangement
- Up to 10% travel
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Inbound Lead ResponseSales Strategy DevelopmentPerformance Metrics DefinitionCall MonitoringQuality Assurance ProgramsCustomer Engagement StandardsCentralized Operations ScalingCoaching and TrainingKPI DevelopmentOutbound Sales Playbooks
Soft Skills
Relationship BuildingTeam LeadershipAccountabilityCollaborationDecision-Making
Tools & Technologies
Contact Center TechnologyPhone ArchitectureCall Routing SystemsIVR SystemsPlatform Integrations
Industry Keywords
B2C SalesHome ServicesRecurring-Service BusinessesCustomer RetentionMulti-Location Operations