Assistant Director, Client Care

About LaunchPad Home Group

LaunchPad Home Group is a rapidly growing home services company built on a foundation of trust, operational excellence, and an unwavering commitment to the client experience. With a portfolio of franchise brands spanning home cleaning, maintenance, and related services, LaunchPad Home Group empowers both franchise owners and their teams to deliver consistent, high-quality results in every market they serve. Our people-first culture drives everything we do - from how we develop our leaders to how we show up for our clients every single day.

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 tha