Position Overview
At Home Genius Exteriors, our sales success starts before the sales rep ever walks through the door.
The Director of Confirmation is responsible for ensuring that every scheduled appointment turns into a high-quality, fully confirmed, sit-ready opportunity. This role owns the critical bridge between marketing and sales—maximizing show rates, eliminating weak appointments, and protecting the efficiency of our sales team.
You will lead the confirmation function with a clear objective: turn every qualified lead into a strong, high-probability in-home consultation.
Key Responsibilities
Own the Show Rate
- Drive industry-leading sit rates by executing a disciplined, multi-touch confirmation strategy (call, text, email)
- Reduce cancellations, reschedules, and no-shows through proactive communication and urgency
Lead & Develop the Confirmation Team
- Recruit, train, and manage a team of confirmation specialists
- Establish clear expectations around activity, quality, and performance
- Coach team members on communication, urgency, and homeowner commitment
Appointment Quality Control
- Ensure all appointments meet HGE standards
- Decision-makers present
- Project scope understood
- Expectations clearly set
- Eliminate low-quality or unqualified appointments that negatively impact close rates
KPI Ownership & Performance Management
- Own and report on key metrics:
- Confirmation rate
- Sit rate
- Fallout/cancellation rate
- Contact rate
- Monitor call activity, script adherence, and pipeline health
Pipeline & Scheduling Optimization
- Manage appointment flow to ensure proper coverage and efficiency across the sales team
- Prioritize high-value opportunities and ensure they are fully confirmed
Process & Systems Improvement
- Continuously refine confirmation cadence, scripting, and workflows
- Implement best practices to improve contact rates and homeowner commitment
- Leverage CRM and communication tools for visibility and accountability
Cross-Functional Alignment
- Partner with Marketing to ensure lead quality and proper expectation setting
- Work closely with Sales leadership to align on appointment standards and feedback loops
What We're Looking For
- Leadership Experience: 3+ years managing call center, inside sales, or confirmation teams
- Industry Knowledge: Experience in home improvement or other in-home sales environments
- Operational Discipline: Strong command of KPIs, reporting, and performance management
- Sales Awareness: Understanding of how appointment quality impacts close rate and revenue
- Communication Skills: Ability to coach teams on creating urgency and securing commitment
- Tech Proficiency: Experience with CRM systems and high-volume communication tools
Why Home Genius Exteriors?
- Fast-growing, performance-driven company
- Opportunity to build and optimize a critical revenue function
- Direct impact on sales efficiency and company growth
- Competitive compensation + performance incentives
- Full benefits package after the first 30 days