Manager, Customer Engagement

About the Role

The Manager Customer Engagement leads a team of 57 Customer Experience professionals responsible for delivering high-quality service and engagement through phone chat and digital channels. This role ensures exceptional responsiveness to customer inquiries proactive reputation management and efficient lead handling across multiple platforms.

In addition to people leadership this position plays a key role in executing technological initiatives that enhance the teams performance including implementing call and chat recording tools managing process improvements and leveraging analytics to drive insights. The Manager partners closely with Marketing IT Sales and Data teams to ensure the Customer Experience department operates efficiently and strategically.

This individual combines call center management expertise with operational and technical acumen ensuring the team not only meets performance goals but also evolves through digital enablement automation and continuous improvement.

What Youll Do

• Lead and coach a team of 57 Customer Engagement Specialists handling phone chat digital inquiries and MLS Listings.
• Utilize call and chat recordings to identify trends coach employees and recognize high exception reporting to identify trends and coach employees on the importance of data accuracy.
• Conduct regular 1:1 sessions calibration reviews and team meetings focused on skill development and process improvement.
• Lead the implementation and optimization of CX technology platforms (Salesforce telephony systems chatbot enhancements and call recording tools).
• Develop standard operating procedures (SOPs) to support new technology rollouts and ensure consistent use across the team.
• Partner with the Voice of Customer (VoC) team to align customer feedback and survey results with frontline service initiatives.

What Were Looking For

• Bachelors degree in Business Communications or related field.

• 35 years of experience managing a call center customer support or digital engagement team.

• Strong understanding of Salesforce telephony systems and chat tools; experience with AI chatbots preferred.

• Excellent written and verbal communication skills; adept at summarizing data for executive audiences.

• Demonstrated ability to lead projects involving technology implementation or process transformation.

Why You Will Love Working Here

• Competitive compensation and benefits package:
• Medical dental vision coverage
• Financial Planning
• Time Off & Life Balance
• Family & Lifestyle

• Opportunities for growth and development
• Culture that is collaborative inclusive fast-paced people-first
• Stable company with strong reputation in the market

Why Join Perry Homes

At Perry Homes were committed to integrity excellence and servicevalues that guide every customer interaction. Join a team where your work directly contributes to an exceptional homebuying experience and a trusted brand. Were committed to creating an inclusive workplace where people can do their best work.

***Note to job seekers: Your resume will be reviewed as the best qualified candidates will be contacted in the event that there is potential match***

Perry Homes is an Equal Opportunity Employer

Disclaimer:Recruitment Fraud Any communication regarding job opportunities from our organization will be initiated through official channels only including our company email domain @ and verified social media accounts. We advise candidates to exercise caution and refrain from sharing personal or sensitive information with any party claiming to represent our company outside of these channels. We do not at any early stage of recruitment process solicit personal information (e.g. passport and bank account info) financial details or any form of payment (e.g. application fee). If you receive suspicious communications encounter job postings that appear fraudulent or want to confirm any employment postings please contact

Required Experience:

Manager