Senior Manager, Customer Care

Meet Leaf Home. We turn complex home improvement projects and endless to-dos into achievements. With more than 50% of homeowners worried about the cost and effort of home maintenance we deliver remarkable end-to-end experiences. And get the job done right at every step. Bringing innovative products the best people and the highest standards to every project.

Trusted by more than 1 million homeowners across the US and Canada we are Americas largest direct-to-consumer full-service provider of branded home services and products. Our products including the patented LeafFilter gutter protection system have earned numerous awards and recognition from Good Housekeeping Qualified Remodeler Angi Consumer Reports This Old House and other consumer review platforms.

We are powered by extraordinary people. Our innovative products and reliable services are delivered with convenience excellence and quality through 250 regional sales and installation offices and comprehensive field support offices in New York and Hudson Ohio. Were proud to say weve been consistently named one of the fastest-growing private companies by Inc. 5000 and recognized as a top employer nationally. The benefits of working at Leaf Home are wide-ranging and include:

Industry-best compensation packages Fully paid health dental and vision insurance 401k with company match Paid time off including paid parental leave Individualized career development programs On-demand lunch program Childcare assistance Free gym membership Employee assistance programs including legal financial planning and counseling Employee discount marketplace Employee Resource Groups such as VetConnect DEI Committee Womens Committee.

Position Summary:

The Senior Manager of Customer Care is responsible for leading the daily operations of the inbound customer service organization providing leadership and strategic vision for first-level service teams. This role drives efficiency and delivers a world-class customer experience by executing on identified areas of opportunity. The Sr. Manager of Customer Service champions the voice of the customer and partners cross-functionally with departments such as installation product development and sales to enhance the overall customer journey. This role oversees service and warranty operations across all product lines ensuring consistency accountability and excellence at every customer touchpoint.

Essential Duties and Responsibilities:

Duty and Responsibility

% of Time Spent

Lead and manage all first-level customer service operations across legacy current and future product lines ensuring alignment with company culture and values resolving escalations professionally and supporting operational needs such as workspaces and training areas.

25

Oversee performance and development of multi-site customer service teams including those in Hudson and remote locations by mentoring staff fostering engagement and innovation managing the Advocate Mentorship program and addressing proactive support.

20

Collaborate cross-functionally with teams such as Work Force Management Unified Communications Escalated Service Field Installation Recruiting QA and Training to optimize staffing ensure consistency in service delivery and support end-to-end customer resolution.

20

Drive performance excellence through strategic development and monitoring of KPIs including service levels handle time and conversion rates while also contributing to broader organizational goals and departmental success metrics.

15

Champion customer experience initiatives including implementing Net Promoter Score (NPS) improvement plans analyzing call data and sentiment to identify satisfaction drivers and balancing short-term problem-solving with long-term service strategy.

10

Innovate and improve service operations by identifying and implementing scalable process enhancements that increase efficiency support product growth and elevate the overall customer experience.

10

Required Education and Experience:

Required Education

Bachelors degree or Combination of education training and experience.

Required Years of Experience

8 years of progressive experience in customer service operations including at least 3 years in a leadership role overseeing multi-site or cross-functional teams. Proven success in managing KPIs driving performance improvements and leading through change in a fast-paced customer-centric environment.

Additional Requirements:

Strong understanding of service workflows inbound call center systems workforce planning and performance optimization.

Skilled in leveraging data to identify trends improve processes solve problems and drive revenue.

Effective collaborator across teams including Installation Marketing L&D and Technology.

Excellent communicator with strong leadership and coaching abilities.

Capable of managing high-volume email threads appointments and shared inboxes in Outlook.

Skilled in Excel including pivot tables filters and basic data analysis.

Proficiency using Microsoft Office Suite.

Must be legally authorized to work in the country of employment without sponsorship for employment visa status (e.g. H1B status).

Preferred Knowledge Skills Abilities or Certifications:

Experience in the home improvement/construction industry.

Experience in a direct-to-consumer business.

Key Competencies:

• Managing talent.
• Adapting to & managing change.
• Strategic alignment and inspiring others.
• Communicating and building relationships.
• Business acumen and cross-functional knowledge.
• Achieving results.

Travel Requirements:

Occasional overnight travel is required (1-10%).

Overtime/Additional Hours Requirements:

Additional and non-standard hours may be required (exempt).

Physical Requirements:

Physical Activity:

Frequency of work schedule:

Standing

Frequently (34-66%)

Walking

Frequently (34-66%)

Sitting

Frequently (34-66%)

Driving a car/van/truck

Rarely (1-10%)

Reaching with hands and arms (up down or outward)

Occasionally (11-33%)

Typing

Constantly (67-100%)

Using hands to touch/manipulate/handle

Constantly (67-100%)

Climbing and/or balancing

Rarely (1-10%)

Working at heights

Rarely (1-10%)

Stooping kneeling or crouching

Rarely (1-10%)

Talking and/or listening

Constantly (67-100%)

Using foot controls

Rarely (1-10%)

Twisting of the body

Rarely (1-10%)

Twisting of the wrist/arm

Rarely (1-10%)

Lifting < 10 pounds

Occasionally (11-33%)

Lifting between 10 to 25 pounds

Occasionally (11-33%)

Lifting between 25 to 50 pounds

Rarely (1-10%)

Lifting between 50 to 75 pounds

Rarely (1-10%)

Lifting over 75 pounds

Never (0%)

Exposure to extreme heat or cold

Never (0%)

Exposure to loud noise

Rarely (1-10%)

Disclaimer

This job description is not meant to be an all-inclusive list of duties functions and/or responsibilities of this position. Other related functions and responsibilities may be assigned as required to complete assignments or initiatives. Leaf Home reserves the right to change add delete or modify job functions as necessary based on business necessity. The company or employee has the right to terminate employment at any time for any reason; employment is at will to the extent of federal state or local law. This job description does not promise or guarantee continued employment with Leaf Home.

Diversity and Inclusion Statement

Leaf Home is committed to creating a diverse environment and is proud to be an equal opportunity employer. We strive to create an environment that embraces differences and fosters inclusion.

Equal Opportunity Statement

Leaf Home will recruit hire train and promote persons in all job titles without regard to race color ancestry national origin gender identity or expression sexual orientation marital status religion age results of genetic testing veteran status or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the law).

Americans with Disabilities Act Statement and Contact

Leaf Home is committed to honoring the spirit and requirements of the Americans with Disabilities Act. If you require reasonable accommodation in completing this application interviewing completing any pre-employment testing or otherwise participating in the employee selection process please direct your inquiries to

Required Experience:

Senior Manager