About this Role and the Southwest Region

The Southwest Region represents one of LaunchPad Home Group's highest-growth and most strategically significant markets, encompassing a diverse and expanding client base across multiple states. As the Assistant Director of Client Care for the SW Region, you will play a pivotal role in scaling the department's operational infrastructure to keep pace with that growth, while preserving the personalized, high-touch service experience our clients expect. Reporting directly to the Client Care Director, SW Region, you will act as the operational backbone of the team: translating directional strategy into ground-level execution, elevating supervisor performance, and ensuring every client touchpoint reflects the LaunchPad standard. This is a high-visibility leadership role with direct impact on regional revenue, client retention, and the long-term strength of our brand in the Southwest.

Position Summary

The Assistant Director of Client Care is a senior operational leader responsible for the performance, culture, and strategic direction of the Client Care department across in-office and remote teams. This role serves as the critical link between frontline Supervisors and the Client Care Director, ensuring consistent service excellence, operational efficiency, and alignment with the organization's revenue and brand goals. The ideal candidate brings 7-10 years of progressive leadership experience in a contact center or home services environment, with a track record of building high-performing teams, driving measurable results, and translating organizational strategy into day-to-day execution.

ESSENTIAL JOB FUNCTIONS:

Leadership & Team Development

• Provide strategic oversight and direct leadership to Client Care Supervisors, fostering a culture of accountability, professional growth, and service excellence
• Design and execute leadership development programs that build supervisor capability and create a pipeline of internal talent
• Conduct regular performance evaluations, structured coaching sessions, and development planning for direct reports
• Model and reinforce the company's Code of Conduct and core values across all levels of the department

Operational Strategy & Performance

• Own departmental KPI performance, establishing targets, monitoring outcomes, and implementing data-driven improvement initiatives
• Analyze call center performance metrics, workforce trends, and client feedback to proactively identify gaps and opportunities
• Lead the development and continuous improvement of Standard Operating Procedures, call center workflows, and client escalation protocols
• Drive operational consistency across in-office and remote teams, ensuring uniform service standards and representative experience

Cross-Functional Collaboration & Strategic Alignment

• Serve as a key liaison between the Client Care department and other business units, including Operations, Sales, and Marketing, to align processes and elevate the client journey
• Partner with the Client Care Director to translate brand-level revenue goals and organizational priorities into actionable team objectives
• Represent the Client Care function in leadership meetings, contributing insights on team performance, client experience trends, and operational risks

Training, Quality & Client Experience

• Collaborate with the Regional Trainer to design, implement, and evaluate training programs for new hire onboarding and ongoing representative development
• Oversee quality assurance initiatives, ensuring consistent client interactions that reflect the company's service standards and brand promise
• Serve as the senior point of escalation for complex client issues, modeling resolution strategies that protect the client relationship and business integrity
• Champion a client-first culture by embedding feedback loops, satisfaction metrics, and continuous improvement practices into daily operations

SKILLS & ABILITIES:

• Visionary leader with the ability to set strategic direction, inspire teams, and drive results across a matrixed, fast-paced organization
• Exceptional analytical and problem-solving skills; ability to synthesize complex performance data into actionable strategies
• Demonstrated capacity to build collaborative relationships with internal stakeholders and executive leadership
• Outstanding communication skills-written, verbal, and presentational-with the ability to influence at all levels of the organization
• Highly organized and process-oriented, with strong project management capabilities and the ability to manage multiple priorities simultaneously
• Comfortable operating in ambiguous, high-growth environments with a bias toward action and continuous improvement
• Executive presence and sound judgment; knows when to escalate and how to navigate sensitive situations with professionalism
• Energetic, data-driven, and results-focused; thrives in a culture of accountability and performance excellence

MINIMUM REQUIREMENTS:

• High School Diploma or equivalent required
• 7-10 years of progressive experience in contact center or home services leadership, including management of managers
• Demonstrated success developing and executing KPI-driven strategies in a multi-team environment
• Proven experience building and scaling operational processes and call center best practices

PREFERRED REQUIREMENTS:

• Bachelor's degree in Business, Management, Communications, or a related field
• Bilingual proficiency in Spanish and English strongly preferred
• Project Management experience is a plus
• Proficiency with call center platforms, CRM systems, and workforce management tools
• Prior experience in a high-growth, franchise, or multi-location home services organization

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. Responsibilities are subject to change based on the evolving needs of the business and organizational priorities.