Customer Experience Enablement Manager

Associated Materials, LLC • Cuyahoga Falls, OH

8d

About The Position

The Customer Experience Enablement Manager is responsible for designing, developing, and scaling training, quality, and knowledge management programs across the Customer Experience organization, including Customer Service and Warranty. This role ensures consistent, high-quality customer interactions by equipping associates--and at times customers--with the tools, training, and insights needed to succeed.

This leader partners cross-functionally to capture institutional knowledge and translate it into structured, scalable learning that supports both internal teams and external customer education.

Requirements

• 5+ years of experience in customer service, warranty, order management, or other customer-facing roles
• Strong knowledge of building products, specifically windows and siding, highly preferred
• Demonstrated experience in training, enablement, or quality assurance preferred
• Experience working with CRM and ERP systems, including Salesforce and IBM AS/400 strongly preferred
• Proven ability to translate complex processes and product knowledge into clear, structured training content
• Strong facilitation, communication, and stakeholder management skills
• Analytical mindset with experience using data to drive performance improvements
• Instructional design & facilitation
• Quality assurance & coaching
• Process standardization
• Cross-functional collaboration
• Continuous improvement mindset

Nice To Haves

• Bachelor's degree preferred, not required

Responsibilities

• Design and deliver onboarding and ongoing training programs for Customer Service and Warranty associates
• Facilitate training sessions for internal teams and, when appropriate, deliver customer-facing training
• Partner with subject matter experts (SMEs) to develop specialized training content across products, systems, and processes
• Build scalable learning paths, curriculum, and certification programs
• Establish and manage call quality monitoring programs across Customer Service and Warranty teams
• Define quality standards, scorecards, and coaching frameworks
• Analyze performance trends to identify gaps and drive targeted training and coaching
• Partner with leadership to implement continuous improvement initiatives
• Develop and maintain a centralized knowledge base, transforming tribal knowledge into structured, accessible content
• Standardize processes, documentation, and best practices across teams
• Ensure content accuracy, usability, and ongoing updates
• Collaborate with Operations, IT, Sales, and Product teams to ensure alignment of training and messaging
• Support customer-facing education initiatives, particularly related to product knowledge and service expectations
• Provide backup support to Customer Service leadership as needed

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees