Lead design and optimization of the end-to-end customer journey across sales, service, and support. Map touchpoints, implement feedback programs, track metrics (NPS, first-time fix, response time), improve field scheduling/dispatch, manage and coach customer service team, resolve escalations, and develop retention strategies including preventative maintenance, service contracts, and self-service tools.

Leads operational performance across multiple service locations, manages Field Service Managers, develops leaders, improves processes, monitors KPIs and financial results, supports staffing and continuous improvement, and helps integrate future acquisitions. The role combines strategic planning with field execution, coaching, accountability, safety, customer satisfaction, and scalable operational growth.