Jobs and Careers

Director, Customer Care Center

Warminster, PA, United Statesfull_timeVerifiedPosted 8 Apr 2026

About the role

About Anthony & Sylvan

Looking to build something that lasts—literally? At Anthony & Sylvan Pools, your skills create real impact. For nearly 80 years, we’ve been turning backyard dreams into reality as the nation’s largest and most recognizable name in swimming pools. Founded in 1946, we design and build quality inground pools across the U.S., while also offering renovations, modernizations, and ongoing maintenance services. We’re growing fast and seeking candidates who take pride in craftsmanship, value teamwork and safety, and are ready to grow with us. Learn more at anthonysylvan.com.

About the Role

Anthony & Sylvan is building a centralized Customer Care Center to transform how we engage with leads and support customers across all markets—and as Director, you’ll lead that vision from the ground up. You’ll build, coach, and inspire a high-performing Client Advisor team, establishing clear expectations, strong operating rhythms, and a culture of accountability and growth. This is a unique opportunity to shape a function, develop future leaders, and directly impact sales performance by improving lead response, conversion, and overall customer experience.

In this role, you’ll own the full lead lifecycle—from intake and outreach to qualification and handoff—while using data and insights to drive continuous improvement. You’ll partner closely with Sales and operational leaders, optimize systems and processes, and help implement tools and technologies that enhance efficiency and scalability. This position is ideal for a strategic, hands-on leader who thrives on building teams, improving performance, and creating a best-in-class customer experience from the very first interaction.

General Summary of Position

Anthony & Sylvan is establishing a centralized Customer Care Center to standardize lead management and support inbound lead engagement across all markets. The Director will lead the team and oversee the development and growth of the function.

Essential Functions and Responsibilities

Lead and develop the Client Advisor team by setting clear performance expectations, coaching consistently, establishing team cadences (1:1s, scorecards, and operating rhythms), and building a high-performance, accountable culture.
Build team capability and future leadership bench by investing in employee development, identifying growth opportunities, and preparing high-performing team members for expanded roles such as Client Advisor Leads.
Own performance outcomes and conversion metrics by monitoring lead response time, contact rates, appointment setting, and show rates; establishing KPIs, building dashboards, and driving data-informed performance conversations.
Oversee lead management operations and processes by ensuring effective execution of intake, outreach cadences, qualification, handoff, and recovery workflows while identifying and resolving process, performance, and system-related gaps.
Lead systems, tools, and process optimization efforts by serving as a key stakeholder in platform implementation and adoption (e.g., Dialpad, Clarity), identifying opportunities to leverage AI and emerging technologies, and developing SOPs, playbooks, and documentation to drive consistency and scalability.
Serve as a cross-functional partner and escalation point by collaborating with Sales leadership, Design Consultants, General Managers, and regional teams to improve lead flow, appointment quality, and overall performance, while ensuring strong communication and alignment.
Own the customer experience within the lead lifecycle by setting standards for responsive, informed, and helpful interactions, identifying trends or friction points, and building the operational foundation to support expanded customer service capabilities over time.
Other duties as assigned