Customer Experience & Systems Coordinator

READ THIS BEFORE APPLYING. This is not just a support role. There is no one to hand things off to, no one to wait for direction from, and no manager who will catch the ball if you drop it. You will own a critical function of a fast-growing company — and you will be measured on outcomes, not activity. If that excites you, keep reading. If it makes you nervous, this isn't the right fit — and that's okay. WHO WE ARE Gardens by Oz is a 47-year-old landscaping company in Norfolk, Virginia, recently acquired by two owners with a clear mission: transform a founder-dependent business into a systems-driven, scalable operation that sets the standard for the trades in Hampton Roads. We run three service lines: landscape design and installation, drainage and water management, and full-service maintenance. We work with homeowners and HOAs clients who expect responsiveness, follow-through, and quality — every time. We're growing fast. That means the person in this role will be building as much as they're running. If you want a fully documented, perfectly organized job — we're not there yet. If you want to be the person who builds that, you belong here. THE ROLE You are the first point of contact between Gardens by Oz and every client, lead, and vendor. You ensure every job is set up to succeed before a single crew member leaves the yard. You maintain the systems that keep this company running with precision. When something breaks down — and it will — you catch it before the client does. You report directly to one of our co-owners. In your first 90 days, you work alongside both co-owners to get fully grounded in our operations, clients, and standards. After that, you own your role with full authority to make real-time decisions on client communication, scheduling coordination, job prep, and vendor management. WHAT YOU OWN Customer Experience — Every client inquiry is answered same-day. Every job has a confirmed, communicated plan before the crew arrives. No client is left wondering what happens next. It is in your nature to close the loop. Systems Accuracy — Jobber and GoHighLevel (our field scheduling and CRM systems) are always current, clean, and reliable. Schedules are accurate. Job notes are complete. No crew member shows up to a job without what they need. Proactive Problem-Solving — You identify breakdowns before they become client complaints. You bring a proposed solution, not just a problem. You treat every gap in the system as something you own fixing. Materials and Vendor Coordination — You support sourcing, procurement, and vendor communication so jobs have what they need, when they need it. You track open orders and confirm deliveries. Field Intelligence — You will occasionally visit job sites to gather photos, notes, and details that support quoting, documentation, or client communication. You are comfortable in the field and can represent Gardens by Oz professionally. Operational Support for Leadership — You are the operational right hand of our co-owners on the admin layer. You keep things moving so leadership can focus on growth. You do not wait to be asked — you anticipate what needs to happen and make it happen. YOU ARE BUILT FOR THIS IF... You have owned something before — a team, a system, a function — and you know the difference between being responsible and truly being accountable. You hate dropped balls. Not because someone told you to. Because it bothers you personally when things fall through the cracks. You are fluent with technology. CRM systems, scheduling tools, and digital communication platforms are not obstacles — they are your tools. You are confident and professional on the phone. You can handle a frustrated client without getting rattled and a complex situation without escalating unnecessarily. You are organized to an almost uncomfortable degree. You have systems for your systems. You thrive in a fast-paced, imp…

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