Director, Customer Care Center

About Anthony & Sylvan

Looking to build something that lasts—literally? At Anthony & Sylvan Pools, your skills create real impact. For nearly 80 years, we’ve been turning backyard dreams into reality as the nation’s largest and most recognizable name in swimming pools. Founded in 1946, we design and build quality inground pools across the U.S., while also offering renovations, modernizations, and ongoing maintenance services. We’re growing fast and seeking candidates who take pride in craftsmanship, value teamwork and safety, and are ready to grow with us. Learn more at anthonysylvan.com.

About the Role

Anthony & Sylvan is building a centralized Customer Care Center to transform how we engage with leads and support customers across all markets—and as Director, you’ll lead that vision from the ground up. You’ll build, coach, and inspire a high-performing Client Advisor team, establishing clear expectations, strong operating rhythms, and a culture of accountability and growth. This is a unique opportunity to shape a function, develop future leaders, and directly impact sales performance by improving lead response, conversion, and overall customer experience.

In this role, you’ll own the full lead lifecycle—from intake and outreach to qualification and handoff—while using data and insights to drive continuous improvement. You’ll partner closely with Sales and operational leaders, optimize systems and processes, and help implement tools and technologies that enhance efficiency and scalability. This position is ideal for a strategic, hands-on leader who thrives on building teams, improving performance, and creating a best-in-class customer experience from the very first interaction.

General Summary of Position

Anthony & Sylvan is establishing a centralized Customer Care Center to standardize lead management and support inbound lead engagement across all markets. The Director will lead the team and oversee the development and growth of the function.

Essential Functions and Responsibilities

• Lead and develop the Client Advisor team by setting clear performance expectations, coaching consistently, establishing team cadences (1:1s, scorecards, and operating rhythms), and building a high-performance, accountable culture.
• Build team capability and future leadership bench by investing in employee development, identifying growth opportunities, and preparing high-performing team members for expanded roles such as Client Advisor Leads.
• Own performance outcomes and conversion metrics by monitoring lead response time, contact rates, appointment setting, and show rates; establishing KPIs, building dashboards, and driving data-informed performance conversations.
• Oversee lead management operations and processes by ensuring effective execution of intake, outreach cadences, qualification, handoff, and recovery workflows while identifying and resolving process, performance, and system-related gaps.
• Lead systems, tools, and process optimization efforts by serving as a key stakeholder in platform implementation and adoption (e.g., Dialpad, Clarity), identifying opportunities to leverage AI and emerging technologies, and developing SOPs, playbooks, and documentation to drive consistency and scalability.
• Serve as a cross-functional partner and escalation point by collaborating with Sales leadership, Design Consultants, General Managers, and regional teams to improve lead flow, appointment quality, and overall performance, while ensuring strong communication and alignment.
• Own the customer experience within the lead lifecycle by setting standards for responsive, informed, and helpful interactions, identifying trends or friction points, and building the operational foundation to support expanded customer service capabilities over time.
• Other duties as assigned

QUALIFICATIONS – Knowledge, Skills & Abilities

Education

Bachelor’s degree in Business, Marketing, or related field preferred

Licenses/Certifications

N/A

Years of Experience

8+ years of experience in contact center, customer care, or inside sales environments, including 3+ years in a leadership role

Required Skills & Abilities

Experience leading a contact center, customer care center, or inside sales team

Proven ability to design and own operational processes, including building workflows, playbooks, and team infrastructure

Strong people leadership skills with a track record of coaching, developing, and growing frontline employees

Experience in home improvement, home services, real estate, or similar high-consideration, customer-driven sales environments

Ability to operate effectively in ambiguous, fast-paced, build-from-scratch environments

Strong understanding of lead funnel performance metrics, including contact rate, conversion rate, and revenue per lead

Familiarity with contact center technology, including CRM systems, telephony platforms, and workforce management tools

Experience working across multi-market or distributed team environments

Exposure to structured sales methodologies and coaching frameworks

Travel Requirements

As needed

Other Requirements

N/A

PHYSICAL REQUIREMENTS

• Primarily sedentary work performed in an office environment
• Ability to communicate promptly and clearly via phone and computer
• Ability to lift and carry up to 30 pounds
• Ability to drive or travel between job sites as needed

ACKNOWLEDGEMENT

Position duties and expectations change over time.  This job description is not intended to be an all-inclusive, exclusive or exhaustive list of the job functions that an employee in this position may be asked to perform from time to time.  The employee may perform other related duties as assigned to meet the ongoing needs of the Company. If there is ever a time that you are unsure what is expected of you, you are expected to meet with your manager and ask questions. If you are unsure how to perform a certain task, ask your manager before performing.

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