Senior Director of Customer Experience

Job Overview: Step into an exciting opportunity where you'll play a crucial role in shaping the customer experience at Marvin. As the Senior Director of Customer Experience, you'll lead a dedicated team focused on supporting our premium, highly customizable products, ensuring customers feel guided, informed, and inspired at every stage of their journey with us. You will be an advocate for service excellence, enhance operational efficiency, and introduce innovative ideas that elevate every customer interaction. By collaborating closely with various teams across the business, you'll drive an effortless, trustworthy, and distinctly Marvin customer experience.

The Senior Director will oversee a team that provides architectural, technical, and sales support for a complex and premium product portfolio. This position necessitates a blend of leadership, customer care, process improvement, and performance management.

This job is located in Warroad, MN. If you are considering relocating to Warroad, you may be eligible for a comprehensive relocation benefits package that can include the movement of household goods, temporary housing, and additional support from a relocation counselor throughout your transition.

Highlights of your role

• Manage and develop a high-performing team across Customer Care and Operations Support.
• Define key performance metrics that enhance trust, loyalty, and brand affinity.
• Transform customer insights into thoughtful improvements and enhanced service moments.
• Monitor and lead performance metrics such as CSAT, NPS, turnaround times, resolution rates, eNPS, and retention.
• Collaborate effectively with Operations, CX, Digital, Sales, and Marketing to support engagement strategies, product launches, and campaigns.
• Enhance and modernize the customer experience through the evolution of tools and processes.

You're a good fit if you have

• Strong ability to inspire teams to deliver with poise, professionalism, and a polished service mindset.
• Experience in using data and insights to inform strategic, sophisticated decisions.
• Capability to create scalable solutions that protect and elevate the customer journey.
• Strong skills in building cross-functional relationships based on clarity and collaboration.
• Experience in leading digital transformation initiatives using Salesforce workflows and AI to enhance service.

Requirements

• Bachelor's degree required; master's degree preferred.
• A minimum of 8 years in progressive customer service leadership roles, demonstrating successful team development and cross-functional collaboration.
• Familiarity with customer care systems and emerging technologies.
• Willingness to travel occasionally to customer sites and internal teams.

We invite you to experience a fulfilling career at Marvin:

Marvin is dedicated to offering better living experiences. By joining our family-owned and -led window and door company, you become part of a community rich in opportunities.

For over a century, we've been leaders in designing, building, and engineering premium, award-winning products. Marvin is also proud to have been recognized as a Top Large Employer by Forbes Magazine in 2024 and 2025. With operations in 19 cities across North America, we manufacture Marvin's quality products including Infinity Replacement Windows and Doors, and TruStile Doors.

Together, we commit to our values and foster a culture prioritizing safety and the well-being of our employees. Our comprehensive benefits package supports you both at work and beyond. From your first day, you'll enjoy health insurance, paid holidays, parental leave, a 401(k) retirement savings match, and more!

Some of our unique and popular benefits include

• $300 annual wellbeing account to spend on what helps you feel happy and healthy.
• Better Living Day! (a paid day off to enjoy yourself).
• Annual profit sharing to recognize everyone's contribution to Marvin's success.
• Giving at Marvin: participate in organized volunteer opportunities.
• Brighter Days Fund: financial support from your colleagues and the Marvin family during personal hardships.

Join over 8,000 Marvin team members to enjoy these benefits and more. Apply today!

Marvin is an Equal Opportunity Employer

Marvin is committed to creating an inclusive environment for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws. Applicants who need reasonable accommodation for any part of the application and hiring process may contact us at CareerSupport@marvin.com.