Founded in 1956, the Jacuzzi® Brand has grown to become the modern-day Jacuzzi Group-- the premier manufacturer of functional products for the home and outdoor space found in more than 60 countries. Jacuzzi Bath Remodel is the fastest growing business unit of Jacuzzi Group with 9 successful locations launched nationwide in under 4 years. Jacuzzi Bath Remodel combines our premium materials, knowledgeable sales team, experienced in-house certified installers, and over 60 years of proven excellence to deliver the highest standard of customer satisfaction.
The Senior Manager, Confirmation and Sales Support will lead the strategy and operations of the Call Center Confirmation team and serve as the key connector between the Call Center and Sales organizations. This role ensures appointment-setting excellence, procedural compliance, and strong alignment between sales performance and call center execution. As Jacuzzi Bath Remodel continues to expand into new markets, this position is critical to maintaining appointment quality, reducing net issues, and building scalable processes that drive revenue growth and customer satisfaction.
- Lead and grow the Confirmation team, QA Confirmation and Market Recovery providing coaching and oversight to managers and supervisors to ensure team performance, process compliance, and exceptional internal and external customer experience.
- Own all operational procedures related to appointment-setting and sales communication, including result entry standards, call procedures, notes and documentation, and non-demo audits.
- Oversight of appointment flow, monitoring and balancing lead assignments to maximize net issue opportunities, strategically manage overbooking based on market capacity to maximize net issue and demo rate performance.
- Establish a structured, ongoing feedback loop between the Call Center and Sales leadership through scheduled communications, reporting, and regular business reviews.
- Partner with Sales leadership to address trends, correct process gaps, and ensure accountability on appointment quality and set outcomes
- Maintain and evolve training materials for the Confirmation team, partnering with Training for delivery and rollout.
- Lead operational testing and innovation (e.g., channel automation, process improvements, QA confirmation teams) to increase efficiency and set quality.
- Own capacity tracking and planning in collaboration with Sales and Operations, including Salesforce capacity management and market ramp-up planning.
- Monitor and drive key performance indicators (demo rate, net issue rate, appointment quality, confirmation productivity) to meet and exceed targets.
- Other duties as assigned.
Compensation based on experience: $90,000+
**Remote opportunity**
Requirements of Senior Manager, Confirmation and Sales Support
- 3 plus years in home improvement leadership
- Proven success in scaling teams and processes during rapid business growth.
- Strong understanding of call center KPIs (demo rate, net issue, set quality) and sales appointment workflows.
- Exceptional ability to analyze data, spot trends, and implement process improvements.
- Experience partnering cross-functionally with Sales to drive performance and accountability.
- Strong leadership, coaching, and communication skills with a focus on inclusion and collaboration across diverse teams (stateside and BPO/offshore) and executive.
- Ability to thrive in a fast-paced, evolving environment with multiple growth initiatives.
- Paid time off (PTO)
- 401(k) with matching program
- Medical insurance
- Dental insurance
- Vision insurance
- Health savings account
- Life insurance
