Manager, Customer Experience Systems & Services; CXSS

We are looking for a customer service professional located in one of the following areas of Florida;
Ocala, Spring Hill, Clermont or Jacksonville.

At A Quality Pool Network, we are driven by excellence, teamwork, and a commitment to continuous improvement. Our culture is built on the SPLASH Standard
, which reflects our core values and guides every interaction, decision, and customer experience:

• S – Service Excellence: We deliver fast, consistent, high‑quality service that exceeds expectations.
• P – Professionalism: We act with integrity, honesty, respect, and accountability in all interactions.
• L – Loyalty & Trust: We build strong relationships through dependability and transparency.
• A – Accountability: We own our responsibilities and take action to resolve issues without excuses.
• S – Safety & Respect: We create a safe, inclusive environment where every person feels valued.
• H – Hungry to Improve: We bring curiosity, initiative, and a growth mindset to every task.

Guided by the SPLASH Standard
, we deliver exceptional residential and commercial pool services through operational efficiency, service consistency, and unmatched customer care.

The Customer Experience Systems & Services Manager (CXSS) is a hybrid leader responsible for two core mandates:

Own and optimize all customer‑experience systems including our CRM, Skimmer, communication platforms (phone, SMS, chat, automation), customer ticketing, scheduling, and workflow tools—ensuring data accuracy, system reliability, process consistency, and seamless interoperability across all platforms.

Lead, develop, and coach the full Customer Service (CS) team—including support representatives, dispatch/scheduling specialists, billing specialists, and customer experience coordinators—providing direction, accountability, training, and performance management to ensure world‑class customer experience.

• Lead, mentor, and develop the customer service team, ensuring strong communication, high morale, and high performance.
• Define, track, and report on team KPIs (response time, first‑contact resolution, NPS, etc.).
• Ensure all customer interactions reflect the SPLASH Standard in tone, professionalism, and problem‑solving.
• Design staffing models, shift coverage, and escalation paths to meet seasonal and daily demand.
• Conduct regular evaluations, coaching sessions, and skills‑based training; establish clear career paths and performance expectations.
• Partner with Operations and Field Leadership to close the loop on customer issues and service updates.

• Serve as the SME for CRM, Skimmer, and all customer‑facing operational systems; oversee configuration, permissions, and workflow design.
• Own intake‑to‑resolution workflows (lead capture, scheduling/dispatch, service updates, billing triggers, communications).
• Identify optimization opportunities that improve efficiency, accuracy, and customer experience; pilot and scale enhancements.
• Collaborate with software vendors and internal stakeholders on updates, releases, and troubleshooting; maintain a prioritized backlog.

• Establish and enforce data governance standards, naming conventions, and system‑of‑record rules across CX platforms.
• Perform routine data audits, deduplication, and cross‑system reconciliation to maintain accuracy and completeness.
• Oversee data migrations, bulk imports/exports, and transitions between systems with robust QA and rollback plans.
• Partner with Finance and Operations to ensure data supports accurate billing, reporting, and analytics.
• Own and maintain CX SOPs across scheduling, communication standards, service updates,…