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