Inbound Performance Manager

Company: American Restoration

Location: Remote (U.S.), headquartered in Dallas, TX

Reports to: Chief Marketing Officer

Travel: Up to 25%, front-loaded in the first few months

Level: Senior Manager

About American Restoration

American Restoration is one of the largest non-franchise restoration companies in the country. We are a portfolio of 25 locally trusted restoration brands across 50+ locations in 20+ states, with more than 1,300 team members. Backed by Morgan Stanley Capital Partners, we have closed 15 acquisitions since August 2024 and we are still growing.

Here's what makes us different. We don't replace the brands we partner with. Most are still led by their original founders, and several have served their communities for 40 to 50 years. Our job at the home office is to give those brands the marketing, technology, and operational support to grow faster than they could alone. Our marketing team is new in the last year, and we are building it with experts in every domain. You would be one of them.

About the Role

This is a new position, and it owns the most valuable stretch of our funnel. We spend real money generating calls, forms, and chats across 25 brands. Your job is to convert those inbound leads into scheduled inspections. From there our brand sales teams take over and win the customer in the home, where that decision actually gets made.

This is an entrepreneurial role, not a big-budget one. You will operate like a founder who pays for growth out of the growth itself, proving the model small before you add headcount or technology. People and process first, then technology. Each step earns the next.

Speed to lead is the goal, in whatever channel the customer prefers, whether that is a call back, a text, or an email. You sit in marketing and think like a marketer, but you are the bridge to sales and operations. You start as the builder and owner of this function, with real upside to build a team as the model proves out.

What You'll Do

• Inbound conversion ownership:Own what happens to every inbound lead across all 25 brands. Your core metric is leads converted into scheduled inspections, measured by speed to lead, answer rates, and booking rate.
• Baseline and report the leaks:Sit with the brands and their call services, map how calls are handled today, and listen to CallRail recordings to baseline conversion by brand. Use call tracking and CRM data to find where leads leak, decide what to fix first, and report results in plain business language.
• Remove friction and train:Cut steps, fix the handoffs, and build the intake playbook and training that lift booking rates before a dollar goes to new tools.
• Consolidate call services:Audit current call service configurations, run a bake-off, and migrate brands to a single, accountable provider. Manage that vendor and control cost.
• Speed to lead across channels:Build fast, consistent response by phone, text, and email, and automate instant follow-up where it helps.

• Platform and model decision:Pilot a lean unified comms platform like Dialpad or RingCentral, and test an internal virtual model against outsourced services and AI to prove which books inspections best at what cost, then scale the winner.
• Prove it, then build the team:Stand up a minimum viable model to prove the concept, such as one dedicated person handling inbound calls across brands, then expand only once it pays for itself. Hire and coach agents as volume justifies it, balancing people with AI tools and optimizing for customer satisfaction first and booking rate right behind it.
• Lost lead recovery:Run outbound follow-up on unconverted and lost leads in partnership with the brand sales teams, and build the nurture and reactivation that brings demand back.

• 7 to 10 years in inbound performance, contact center leadership, lead management, or marketing operations, with conversion results you can speak to with numbers.
• An entrepreneurialmindset. You have built something from very little, proven it, and scaled it on its own returns rather than a big budget, and you baseline the problem in the data before you touch the fix.
• Hands-on experience standing up or transforming inbound call handling, ideally virtual or distributed across multiple locations.
• Experience leading a lean telephony or unified comms rollout and managing call service vendors, getting great work out of them while controlling cost. Familiarity with Dialpad, RingCentral, or similar is a strong plus.
• Real people leadership. You have hired, trained, and coached phone or inside sales teams, and you lift performance through coaching, not just monitoring.
• Fluency with conversational AI, IVR, and automation, and the judgment to know when a human converts better than a bot.
• Experience in home services, local lead generation, or any business where the next step is getting someone scheduled is a strong plus. So is multi-location or multi-brand experience.
• You communicate clearly. You can explain a conversion problem to a brand GM and partner with a sales leader without either one feeling stepped on.

• Full-time, remote within the U.S.
• Up to 25% travel, mostly in the first few months, to sit with the brands and get up to speed, then brand visits and team gatherings after that.
• Competitive base salary plus annual bonus.
• Full benefits package including medical, dental, vision, and 401(k).