Senior Manager, Client Care

Launch Pad Home Group is a rapidly growing home services company built on a foundation of trust, operational excellence, and an unwavering commitment to the client experience. With a portfolio of franchise brands spanning home cleaning, maintenance, and related services, Launch Pad Home Group empowers both franchise owners and their teams to deliver consistent, high-quality results in every market they serve.

Our people-first culture drives everything we do - from how we develop our leaders to how we show up for our clients every single day.

The Mid-Atlantic Region is one of Launch Pad Home Group’s fastest-growing regions, experiencing rapid expansion across multiple states and creating significant opportunities for continued growth. As the Senior Manager of Client Care for the Mid-Atlantic Region, you will play a critical role in ensuring the department’s people, processes, and operational infrastructure scale effectively alongside the business - without losing the personalized, high-touch service experience our clients expect.

Reporting directly to the Operations Director, Northeast Region, you will serve as the operational backbone of the team, translating regional strategy into consistent execution, developing and elevating supervisor performance, and creating the structure needed to support a rapidly growing client base. You will ensure every client interaction reflects the Launch Pad standard while continuously identifying opportunities to improve efficiency, consistency, and scalability.

This is a high-visibility leadership role with a direct impact on the region’s ability to successfully manage rapid growth, support increasing demand, drive revenue and client retention, and build a strong operational foundation for the Northeast Region’s continued expansion.

The Senior Manager of Client Care is a senior operational leader responsible for the performance, culture, and strategic direction of the Client Care department across in-office and remote teams. This role serves as the critical link between frontline Supervisors and the Operations Director, ensuring consistent service excellence, operational efficiency, and alignment with the organization’s revenue and brand goals. The ideal candidate brings 7–10 years of progressive leadership experience in a contact center or home services environment, with a track record of building high-performing teams, driving measurable results, and translating organizational strategy into day-to-day execution.

• Provide strategic oversight and direct leadership to Client Care Supervisors, fostering a culture of accountability, professional growth, and service excellence
• Design and execute leadership development programs that build supervisor capability and create a pipeline of internal talent
• Lead, manage, support, and hold accountable multiple team members and leaders across a remote and geographically dispersed environment, ensuring clear expectations, consistent communication, and strong follow-through.
• Conduct regular performance evaluations, structured coaching sessions, and development planning for direct reports
• Model and reinforce the company’s Code of Conduct and core values across all levels of the department
• Own departmental KPI performance, establishing targets, monitoring outcomes, and implementing data-driven improvement initiatives
• Analyze call center performance metrics, workforce trends, and client feedback to proactively identify gaps and opportunities
• Demonstrate a strong ability to prioritize competing initiatives, determine what requires immediate attention, and drive tasks and projects through to execution in a fast-moving environment.
• Lea…