Senior Director Contact Center-Service

Senior Director Contact Center, Service

Overview

Groundworks is looking for a seasoned Senior Director for our Service Contact Center to join our corporate team in Virginia Beach, VA.

We are North America’s leading and fastest-growing foundation and water management solutions company. Founded in 2016, Groundworks companies provide foundation and water management solutions, including foundation repair, basement waterproofing, crawl space repair and encapsulation, and concrete lifting services, as well as offer soil stabilizing solutions for residential and commercial projects. Groundworks’ combined brands have helped over one million homeowners protect and repair their most valuable asset: their homes. Groundworks operates over 74 offices across 36 states as well as in Canada. As a Private Equity backed company, we have seen tremendous growth, and we are looking for talented individuals to help us grow into a multi-billion-dollar company.

For more information about Groundworks, visit https://www.groundworks.com, and connect with us on Facebook, Twitter,LinkedIn and Instagram.

Job Purpose

The Senior Director, Service Call Center, will play a pivotal role in establishing best practices, driving Service Technician scheduling at maximum capacity, increasing Service Maintenance Plans, and scaling operations for a team of 55 call center professionals. This leader will be responsible for creating a high-performance culture, implementing metrics-driven strategies, and aligning the team with the company’s vision for exceptional customer experience. This position reports to the Chief Experience Officer.

Duties And Responsibilities

Strategic Leadership:

• Develop and execute a strategic roadmap for the Service Call Center to support company growth objectives and deliver an exceptional customer experience.
• Establish and standardize operational processes, workflows, and best practices across the team.
• Collaborate with District Service Leadership, Branch Service Managers and Technology to ensure alignment and integration of call center initiatives
  
  

Team Management:

• Lead, mentor, and inspire a growing team of 55 call center professionals, including manager, leads and frontline representatives.
• Foster a culture of accountability, continuous improvement, and customer-first values.
• Design and implement training programs to develop skills and capabilities within the team.
  
  

Operational Excellence:

• Define and monitor key performance indicators (KPIs) to assess team performance, customer satisfaction, and operational efficiency.
• Participate in cross-functional working groups to evaluate contact center tools and recommend improvements
• Identify opportunities for process optimization, increased automation, and cost savings.
• Oversee workforce planning, scheduling, and resource allocation to meet planned appointments and service level goals.
• Recommend budget including expenses and KPI goals; monitor performance against plans; and routinely develop actions to impact results. Manages all financial operations of the Service Call Center.
  
  

Customer Experience:

• Champion initiatives to enhance the customer journey and ensure a consistent, high-quality experience.
• Proactively gather and analyze customer feedback to identify trends and areas for improvement.
• Evaluate new ways to position Service offerings and test new offerings for customer feedback and business impact
• Act as an escalation point for complex customer issues, ensuring prompt and satisfactory resolution.
  
  

QUALIFICATIONS:

• Bachelor’s degree from an accredited university or commensurate work experience
• Must have at least 10 years of leadership experience in call center or customer service operations, with a proven track record of scaling teams and driving performance.
• Strong knowledge of contact center technologies, CRM systems, and workforce management tools.
• Demonstrated ability to lead through change and establish structure in a rapidly growing environment.
• Proven track record of improving efficiency while maintaining best in class customer experience. Previous experience with multi-location home services or other decentralized business model is a plus.
• Experience launching new consumer-based offerings and increasing sales or adoption via phone and digital channels
• Exceptional communication, problem-solving, and decision-making skills.
• Analytical mindset with a data-driven approach to performance management.
• Strong project management skills, with ability to effectively prioritize and manage multiple projects simultaneously.
  
  

WORKING CONDITIONS

The position is in an office environment with a medium noise level. May travel to work sites or construction branch locations or company events.

Physical Requirements

Talking, Hearing, Walking, Visual Acuity to determine neatness and preparing and analyzing data, extensive reading

DIRECT REPORTS

Manager Call Center, Service and 55 call center Leads / Agents

SALARY

$150k - $185K Annually 20% Annual Bonus Equity

Full Benefits Vision, Dental