Customer Experience Manager

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Palm Harbor, FL, US

Salary Range: $70,000.00 To $90,000.00 Annually

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 Best 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.

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.

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.

• 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.

• 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.

• 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,…