National Customer Experience & Reputation Manager

About WindshieldHUBWindshieldHUB 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 OverviewWe 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 improvementsKey ResponsibilitiesCustomer Follow-Up & Experience• Call every completed customer to confirm satisfaction• Resolve concerns before they become negative reviews• Deliver professional, confident, and empathetic closing conversationsReview & 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 callsReview Growth Strategy• Increase review volume and average rating nationwide• Implement structured review-request processes• Identify trends and report insights to leadershipReporting & Accountability• Track reviews by city, technician, and service type• Report weekly KPIs• Collaborate with Customer Service, Dispatch, and Management teamsRequired 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 independentPreferred Experience• Multi-location or nationwide businesses• Automotive or home services• Google Business Profiles, Yelp familiarity• CRM experienceKey Performance Indicators• Review response time• Review volume growth• Average rating• Follow-up completion rate• Reduction of unresolved issuesWhat We Offer• Fully remote role• Competitive salary• Direct impact on brand growth• Ownership of nationwide reputation strategyWhy This Role MattersThis role ensures every WindshieldHUB customer ends their experience feeling confident, heard, and valued

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