National Customer Experience & Reputation Manager
About WindshieldHUB WindshieldHUB is a nationwide mobile auto glass repair and replacement company, serving customers in 100+ U.S. markets and covering over 10,000 ZIP codes. Customers book online, receive instant pricing, and our certified technicians perform service at the customer’s home or office. With over 1 million customers served, we are focused on delivering a premium end-to-end experience — including how every job ends. Position Overview We are hiring an expert-level National Customer Experience & Reputation Manager to own, protect, and grow WindshieldHUB’s online reputation nationwide. This role is critical. You will be responsible for:
- Managing and responding to all customer reviews nationwide
- Conducting post-service follow-up calls with every completed customer
- Delivering a strong final impression on every job
- Actively requesting and increasing 5-star reviews
- Turning customer feedback into measurable improvements
Key Responsibilities Customer Follow-Up & Experience
- Call every completed customer to confirm satisfaction
- Resolve concerns before they become negative reviews
- Deliver professional, confident, and empathetic closing conversations
Review & Reputation Management
- Respond to all Google, Yelp, Facebook, BBB, and other platform reviews
- Maintain consistent brand tone
- Handle negative reviews professionally
- Proactively request reviews during follow-up calls
Review Growth Strategy
- Increase review volume and average rating nationwide
- Implement structured review-request processes
- Identify trends and report insights to leadership
Reporting & Accountability
- Track reviews by city, technician, and service type
- Report weekly KPIs
- Collaborate with Customer Service, Dispatch, and Management teams
Required Qualifications
- 3+ years in customer experience or reputation management
- High-volume review management experience
- Strong phone communication skills
- Proven de-escalation ability
- Highly organized and independent
Preferred Experience
- Multi-location or nationwide businesses
- Automotive or home services
- Google Business Profiles, Yelp familiarity
- CRM experience
Key Performance Indicators
- Review response time
- Review volume growth
- Average rating
- Follow-up completion rate
- Reduction of unresolved issues
What We Offer
- Fully remote role
- Competitive salary
- Direct impact on brand growth
- Ownership of nationwide reputation strategy
Why This Role Matters This role ensures every WindshieldHUB customer ends their experience feeling confident, heard, and valued Apply To This Job