Vice President, Contact Center Sales & Operations at Certus Pest Inc

Egypt Lake-Leto, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

31 Aug, 26

Salary

210000.0

Posted On

02 Jun, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Contact Center Operations, Inside Sales Leadership, Customer Retention, Workforce Management, Conversation Intelligence, AI Implementation, Revenue Growth, Operational Excellence, CRM Management, Field Service Management, Performance Coaching, Data Analysis, Strategic Planning, Customer Experience Optimization, Budget Management, Multi-site Leadership

Industry

Consumer Services

Description

Description Vice President, Contact Center Sales & Operations Tampa, FL - In Office · Full-Time · PE-Backed Home Services Platform · Pest Control & Pool Services About The Role We run the revenue engine of a fast-growing, multi-state home services business. Every inbound call, every outbound dial, every booked job, every recurring service plan, and every customer interaction flows through our contact center. We are hiring a Vice President, Contact Center Sales & Operations to own that engine and make it grow. This is not a seat for a caretaker. It is built for a growth-minded operator who thinks like a technologist, leads like a coach, and reads data like a detective. You will lead Inside Sales, Customer Care, Retention, Scheduling, Workforce Management, and Quality as one integrated organization, turning conversation data, modern AI tooling, disciplined coaching, and operational excellence into measurable revenue growth. You will lead a team of more than 80 contact center professionals supporting leading pest control and pool service brands across multiple states. If you get energized by owning a number, deploying the right technology to move it, and uncovering insights others miss, we want to talk. What You'll Own • The Revenue Number. Booking rate, outbound conversion, recurring service plan growth, retention, revenue per call, and customer lifetime value as hard, reported targets. • The Growth Engine. Aggressive outbound and win-back motions across lapsed customers, unsold estimates, missed-call recovery, canceled accounts, seasonal campaigns, and customer re-engagement initiatives. • The Insight. Mining call recordings, transcripts, lost-call data, sentiment trends, and operational metrics for patterns competitors never see, then turning them into action through pricing tests, script improvements, staffing optimization, and process enhancements. • The Experience. Inbound care, scheduling, retention, and sales operating as one seamless customer journey, with automation handling volume so your people can focus on value. • The Technology. Ownership of the contact center stack, including AI agent-assist, conversation intelligence, intelligent routing, automation, workforce management, quality assurance, and performance platforms. • The Team. Building and leading a high-performance, multi-state organization that combines accountability, coaching, operational discipline, customer obsession, and sales excellence. The Tech You'll Command CRM & Field Service: FieldRoutes, PestPac, ServiceTitan, or comparable Telephony & Dialer: Five9, NICE CXone, Genesys, Convoso Conversation Intelligence: Gong, Balto, Observe.AI Call Tracking & Attribution: CallRail, Invoca Operations: IVR, WFM, QA, agent-assist, and automation platforms Requirements What You Bring • 10+ years leading contact center operations with responsibility for sales, customer care, retention, scheduling, and operational performance. • Home services contact center leadership experience required, including pest control, pool services, HVAC, plumbing, electrical, lawn care, or similar recurring-service businesses. • Pest control contact center experience strongly preferred and will receive priority consideration. • A documented track record of improving conversion rates, revenue per call, recurring revenue, customer retention, and customer satisfaction. • Experience leading large, multi-layer teams across managers, supervisors, QA, WFM, training, and frontline agents. • Hands-on command of modern CRM, field service, telephony, workforce management, QA, call attribution, automation, and AI conversation-intelligence platforms. • A proven record of implementing automation or AI initiatives that produced measurable business results. • Experience operating in private equity-backed, multi-brand, acquisitive, or high-growth organizations is highly desirable. Bonus Points • Direct pest control contact center experience. • Experience supporting both pest control and pool service operations. • Direct experience with FieldRoutes, PestPac, ServiceTitan, or comparable field-service platforms. • Background scaling inside sales and customer care organizations across multiple brands and markets. • Experience presenting performance results and technology initiatives to executive leadership, boards, or private equity stakeholders. Compensation & Benefits This role is structured to reward performance and impact. Base Salary: $170,000 - $210,000 Performance Bonus: 25% - 40% target incentive tied to revenue growth, conversion improvement, retention, customer satisfaction, operational efficiency, and strategic initiatives. Expected Total Compensation: $215,000 - $295,000+ Location: Tampa, FL · On-Site Benefits: Medical, dental, vision, 401(k), paid time off, and comprehensive benefits package. How To Apply Ready to own the engine? Submit your resume and a short note describing a contact center metric you materially improved, how you improved it, and the measurable business impact delivered.

Responsibilities

Lead and integrate Inside Sales, Customer Care, Retention, and Workforce Management to drive measurable revenue growth. Own the contact center technology stack and utilize AI and data insights to optimize booking rates and customer lifetime value.