Customer Experience Manager

**Community Phone**

At Community Phone, we believe that everyone deserves access to reliable and affordable communication services. We're a mission-driven company, committed to providing exceptional landline service that keeps our customers connected to what matters most
- starting with our seniors who deserve a landline service that doesn't just connect them, but protects them. We're also revolutionizing the business landscape by keeping them in constant contact with their customers. No more missed opportunities or frustrating interactions with automated systems. We're not just providing a service; we're fostering relationships.

Our innovative technology enables any traditional landline phone to connect over the cellular network through a SIM card inside of our landline base, ensuring uninterrupted service (with power back-up) without the need for Wi-Fi, while offering best in class software features like robust spam call blocking.

As a venture-backed, Y-Combinator graduate, we've evolved from a small team in 2018 to now ~70 team members spread across 15 countries and even more time zones. We proudly serve over 20,000 customers and clients, ranging from seniors to small businesses to franchises across the United States. As we continue to grow, we're looking for folks who share our passion for improving the lives of our customers through both technology and human connection.

**Join us in redefining the narrative, where communication is personal, secure, and built on trust. Let's connect the dots - one call at a time.**

***About the role**:
Community Phone is looking for a **Customer Experience Manager**to lead, inspire, and coach a diverse and dynamic sales and onboarding team. You will play a pivotal role alongside other members of our management team to set and deliver ambitious goals whilst delivering a world class customer experience. You have a solid background in both sales and management. Your work will have a direct impact on the success of the company by leading a team to quota attainment, improve customer satisfaction, and reduce churn.

**You will...**
- ** Build and Lead a High-Performance Team**
You will recruit, hire, and train an elite B2C sales and experience team, composed of motivated, high-energy individuals. You will set the standard—both in behavior and execution—by leading with intensity, clarity, and purpose, driving your team to perform at their absolute best.
- ** Accelerate Performance**
Train your team to maximize daily prospect outreach with precision. Instill a culture of expectancy, where effort and execution directly correlate to results.
- ** Execute with Precision Metrics**
Own and crush KPIs: speed to lead, connect rate, qualified rate, team variance, close rate, ARPU, and 90-day product activation rate. You will constantly push your team to exceed benchmarks and adapt their strategies to uncover better ways to hit goal.
- ** Test, Adapt, Dominate**
Run bold experiments to refine outreach methods, messaging, and cadences. Analyze results with laser focus, pivot quickly, and embed winning tactics into your team’s DNA.
- ** Close the Feedback Loop**
Gather insights from real conversations with prospects back to marketing, product, and leadership teams. Your team’s frontline learnings will shape strategy, refine offerings, and enhance execution across the company.

***You are...**:

- ** Relentlessly Accountable**
You don’t just carry your team’s quota—you own it like it’s your personal mission. If something isn’t working, you don’t wait. You rebuild. If the sales process feels unclear, **_you_** redefine it. If the script isn’t converting, **_you_** write a better one. You believe that success is built, not given, and you take full ownership of making your team unstoppable.
- ** A True Architect of Excellence**
You are a hands-on leader, building your team brick by brick. You train, coach, and lead from the trenches, ensuring every rep understands not just what to say but why it matters. You see your team’s success as a direct reflection of your ability to design processes and tools that create winners.
- ** Obsession-Driven**
Winning isn’t just a goal—it’s an obsession. You’re laser-focused on understanding customer pain points and using that knowledge to create sales pitches that resonate deeper than our competitors’. You drive your team to master the art of discovery, to truly understand who the prospect is, and to close deals with conviction.
- ** Hunger Incarnate**
You create an environment where hunger is contagious. Your team feels the thrill of chasing success and the anticipation of reaching goals. You lead by instilling a culture of expectancy—where effort meets reward and everyone strives to achieve more than they thought possible.
- ** Truth-Obsessed**
Metrics aren’t just vanity numbers to you; they are a map to greatness. You track, interpret, and adapt based on the metrics that matter—speed to lead, close rates, and everything in between. You report results