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