Sr. Manager, Customer Experience

One Goal, One Passion - Growth is Everything at Window Nation

Recruiting the best talent is one of Window Nation's main goals. With growth always being our number one priority, we're committed to finding and keeping the best employees possible. We want you to be your authentic self, we want you to love what you do, we want you to grow with us. Grow professionally and grow personally. We know that we all grow together at Window Nation, and we are proud of that. One Goal, One Passion - Growth is Everything at Window Nation.

The Sr Manager, Customer Experience works from our Fulton, MD office reporting directly to the Director of Centralized Services. Responsible for leading the strategic and operational performance of the customer experience team, this role ensures delivery of high-quality service and support to customers while optimizing efficiency and employee engagement. This role will oversee multiple teams and support functions to achieve service level targets, customer satisfaction, and continuous improvement initiatives 

• Oversees the pipeline of all post-install customer experience and warranty inquiries as well as general customer inquiries, ensuring that the team exceed set objectives consistent to the overall strategy and mission of the Centralized Services Department
• Oversees the hiring and training new hires, in partnership with the Customer Experience Management team, including oversight of SOPs, job aids, and other training materials
• Monitors and oversees inbound, non-sales related calls coming into Customer Experience via both internal staff and outsourced agents
• Spearheads, develops, and executes strategic initiatives improving the overall service cycle time from service received to service closed and call abandonment rate
• Leads, develops and manages Customer Experience team leaders, creating a culture rooted in exceeding established goals and objectives
• Works with relevant stakeholders to ensure productivity and KPI metrics are being met, confirming that jobs are moving through the established workflow, and improving overall service cycle time
• Partners with Sales and Operation leaders to determine the appropriate plan of action for identified roadblocks, providing solutions to complex issues
• Assist with vendor relations, understanding varying market complexity and implementing solutions to advance established objectives
• Leads and supports change management initiatives, including implementation of new policies, tools, and training programs
• Establishes forecasting and scheduling models to meet service demand and staffing requirements.
• Analyzes customer trends and service data to identify root causes and drive issue resolution and process enhancements
• Develops and maintains relationships with internal and external stakeholders, including outside vendors

• 5+ years of progressive leadership experience
• 3+ years of experience managing a customer service call center

• High school Diploma or GED required
• Expertise in CRM Salesforce, Five9, Paradigm, and Microsoft D365 experience preferred
• Strong critical thinking skills to integrate facts, informed opinions, active listening, and observations into informed decisions
• Desire to improve processes and take initiative
• Strong interpersonal skills to establish productive working relationships with multidisciplinary teams and support functions 
• 3+ years of construction, home remodeling, manufacturing, or related experience

Window Nation cultivates a culture of inclusion that respects our employees' individual strengths, views, and experiences. We believe our differences make us a better team – one that makes good decisions, drives innovation, and delivers better business results.

At this time, Window Nation is unable to provide sponsorship for employment visas now or in the future. Candidates must be authorized to work in the United States on a permanent basis without the need for current or future visa sponsorship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.