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,