Senior Director, Inside Sales

112456

6302 E Martin Luther King Jr Blvd, Tampa, Florida 33619

TruGreen accepts applications on an ongoing basis.

Job Description

Position Overview

The Sr. Director of Inside Sales is responsible for driving continuous improvement in TruGreen’s customer retention and residential revenue through proactive and reactive customer contact strategies. This role leads the operation and performance of TruGreen’s contact centers, ensuring exceptional customer experiences, strong sales execution, and operational excellence.

Working closely with cross-functional partners—including Residential Sales, Marketing, Workforce Management, Finance, and Customer Experience—the Sr. Director develops and executes inbound and outbound communication strategies, predictive dialing initiatives, and alternative contact methods. This leader ensures the voice of the customer is central to decision-making while driving efficiency, service quality, and profitable growth.

 

Responsibilities

Customer Experience & Retention

• Optimize customer lifecycle touchpoints and establish best-in-class inbound and outbound communication strategies to enhance education, engagement, and retention.

• Formalize and scale data collection and customer insight processes to inform strategy and champion the voice of the customer across the organization.

• Ensure continuous improvement and innovation in sales processes to enhance efficiency, service quality, and customer satisfaction.

Sales Leadership & Strategy

• Develop the inside sales strategy, structure, and processes to achieve inbound and outbound sales goals, profitability targets, and retention outcomes.

• Contribute to long-term channel strategy in partnership with Residential Sales leadership, factoring in market dynamics, regulations, economics, and cross-channel alignment.

• Oversee the contact center sales organization to achieve revenue goals; manage and develop a team of contact center leaders..

• Partner with Marketing, Finance, and Sales leadership to create action plans that expand reach into new markets and customer segments.

Operational Excellence

• Drive performance against KPIs, SLAs, and quality standards to ensure efficient, consistent delivery of best-in-class service.

• Develop capacity and staffing models in partnership with Workforce Management to optimize productivity and customer experience.

• Coordinate inbound and outbound sales incentive programs with Finance and HR partners.

• Serve as the escalation point for complex issues, providing advanced problem-solving and root-cause analysis, along with executive-level reporting on performance, trends, and process improvements.

Leadership & Culture

• Create a customer-centric, performance-driven culture focused on employee development, coaching, and accountability.

• Foster collaboration across channels and functions to ensure alignment, shared objectives, and seamless execution.

 

Competencies

• Customer Focus – Builds strong customer relationships and delivers customer-centric solutions.

• Decision Quality – Makes timely, informed decisions that move the organization forward.

• Collaboration – Partners effectively across functions and levels to achieve shared goals.

• Optimizes Work Processes – Applies continuous improvement principles to enhance efficiency and quality.

• Business Insight – Uses deep business and industry understanding to advance organizational objectives.

 

Education & Experience

• 7+ years of experience leading large-scale teams, preferably in a call center or sales environment

• 7+ years leading sales and customer retention strategy with measurable results

• Proven experience working with executive partners and influencing outcomes across functions

• Bachelor's degree highly preferred

 

Knowledge, Skills, and Abilities