About the Company
Our client is a high-growth residential remodeling and home services company based in Los Angeles, specializing in roofing, HVAC, plumbing, windows, and landscaping. The company has scaled from $5 million to over $40 million in revenue in under three years and is on track to reach $60 million in 2026. Operating with the speed and mentality of a startup, they are investing heavily in technology, systems, and leadership to support their next phase of growth, including expansion into new markets. The call center is the first and most critical touchpoint
with clients, and this hire is central to the company's continued trajectory.
About the Role
The Call Center Operations Manager will own the performance, structure, and scalability of a 25-person inbound and outbound call center team, including a remote team in Colombia. This is a high-impact, high-ownership role at a company growing faster than most people have seen: the right person will build the systems, SOPs, and management infrastructure that take the call center from where it is today to where the business is going. The company is going live with a new power dialer and over 500 automations in the near term, and this leader will be central to implementing and optimizing those tools. The role reports directly to the founders initially, transitioning to the incoming COO after six to nine months, and is based on site at the LA office four to five days per week.
Key Responsibilities
- Own the end-to-end performance of a 25-person call center team focused on lead qualification, appointment setting, and confirmation calls across inbound and outbound channels.
- Build and implement performance KPIs including contact rate, qualification rate, appointment booking rate, show rate, and pipeline contribution.
- Develop and continuously refine call scripts, lead qualification frameworks, objection handling guides, and outreach workflows that convert leads into booked consultations.
- Lead the implementation and optimization of a new power dialer and 500+ automation workflows, ensuring the team is equipped to maximize these systems from day one.
- Establish QA systems, call monitoring protocols, and a structured coaching cadence to drive rep effectiveness and consistent conversion performance.
- Build out the next layer of call center structure, including team leads, QA roles, and junior-level positions to support continued growth.
- Manage the LA-based team on-site while overseeing the remote Colombia team, ensuring alignment on process, performance standards, and output.
- Own CRM workflows covering lead tracking, outreach activity, appointment scheduling, and reporting dashboards.
- Analyze lead funnel performance to identify drop-off points and implement process improvements that increase booked meetings, show rates, and reduce lead acquisition cost.
- Collaborate with the VP of Sales and Marketing to ensure smooth appointment handoff, lead quality alignment, and shared pipeline visibility.
Qualifications
- Proven experience as a call center or inside sales manager, with direct ownership of a team's performance, not a step up from an agent or coordinator role.
- Experience operating through a high-growth phase at a smaller or mid-size company, with demonstrated ability to build systems and scale operations as the business grows.
- Technologically fluent and genuinely comfortable adopting, optimizing, and building on new platforms, including power dialers, CRM systems, and automation tools.
- Sales-oriented mindset with strong instincts around lead qualification, appointment setting, and what drives conversion in a high-volume outreach environment.
- Strong leadership and accountability skills, with the ability to manage both in-office and remote teams and develop the next layer of management beneath them.
- Self-sufficient operator who can take a mandate and execute without constant oversight.
- On-site availability at the company's LA office four to five days per week.
- Experience managing international or remote teams is a plus.
- Construction or home services industry experience is not required.
Compensation & Benefits
$125,000 – $150,000 base salary, commensurate with experience, plus performance-based bonus.