Director Customer Experience

Window Nation • Fulton, MD

19h • Onsite

About The Position

Window Nation is seeking a Director of Customer Experience to shape how customers are supported after installation, including service, warranty support, and ongoing care. Reporting to the Senior Vice President of Operations, this leader will set the customer experience strategy, develop leaders, and align people, processes, and technology to deliver consistent service. The role is based at Window Nation’s office in Fulton, Maryland.

The Director will create a multi-year customer experience roadmap, improve the post-installation customer journey, use customer feedback and operational data to guide decisions, and lead technology initiatives involving CRM, automation, self-service, knowledge management, reporting, and responsible AI. The position also oversees staffing, capacity planning, budgets, vendor performance, and complex customer matters, balancing service quality with cost. The role partners across Sales, Field Operations, Technology, Finance, and other functions to support consistent service across markets.

This is an opportunity to shape a function, develop leaders, and connect customer experience strategy to operational decisions. Window Nation is a rapidly expanding home-improvement company focused on window and door replacement, with a culture that emphasizes growth, inclusion, collaboration, reliability, and craftsmanship.

Requirements

• Bachelor’s degree in business administration, operations, customer experience, communications, marketing, or a related field.
• At least 8 years of progressive experience in customer experience, customer care, service operations, contact center operations, or a related function.
• Experience in construction, home remodeling, manufacturing, field services, or another complex service-delivery environment.
• At least 5 years of people leadership experience, including leading managers and building or transforming multi-layered customer-facing teams.
• Demonstrated success developing and executing an end-to-end Customer Experience strategy and operating model with measurable improvements in quality, satisfaction, customer effort, cycle time, and cost to serve.
• Proven ability to lead enterprise initiatives across functions and influence senior leaders without direct authority.
• Experience using customer and operational data to establish KPIs, diagnose root causes, prioritize investments, and present clear recommendations to executive stakeholders.
• Permanent U.S. work authorization without the need for current or future employment visa sponsorship.

Nice To Haves

• Experience leading technology-enabled change in customer care, including responsible use of AI and automation.
• Expertise in customer journey mapping, Voice of the Customer programs, service design, quality management, workforce and capacity planning, and continuous improvement.
• Experience with CRM and service platforms such as Salesforce, Paradigm, and Microsoft Dynamics 365, including workflows, analytics, knowledge management, automation, and self-service.
• Strong financial and business acumen, including budget ownership, vendor governance, business-case development, and measuring customer and operational benefits.
• Exceptional executive communication, strategic thinking, change leadership, and stakeholder management skills.
• Master’s degree in business administration, operations, service management, or a related field.
• Experience leading an organization of 50 or more people, including managers, and overseeing service operations with 3,000–5,000 concurrent open customer requests or a comparable higher volume.
• Experience in residential or consumer-facing services, particularly with field teams handling installations, warranty support, repairs, or other physical services.
• Experience supporting individual customers and coordinating care between office and field teams.

Responsibilities

• Create and lead a multi-year customer experience roadmap supporting customer satisfaction, loyalty, and business growth.
• Coach managers and supervisors, support frontline teams, and establish the structure, training, and tools teams need to succeed.
• Improve the post-installation journey across service requests, warranty support, and ongoing customer care, including clear communication and coordinated handoffs.
• Use customer feedback, journey mapping, and service insights to identify opportunities and guide improvements.
• Guide CRM, automation, self-service, knowledge management, reporting, and responsible AI initiatives that support customers and employees.
• Establish measures for satisfaction, service quality, response and resolution times, customer effort, and operational efficiency.
• Partner with Sales, Field Operations, Technology, Finance, and other teams to deliver a consistent experience across markets.
• Oversee staffing, capacity planning, budgets, vendor performance, and complex customer matters while balancing service quality and cost.
• Use customer and operational data to establish KPIs, diagnose root causes, prioritize investments, and present recommendations to executive stakeholders.
• Lead enterprise initiatives across Operations, Sales, Technology, Finance, and other functions, influencing senior leaders without direct authority.

Benefits

• Competitive pay
• Bonus opportunities for eligible roles
• Full-time benefits package, including medical, dental, vision, life insurance, and 401(k) retirement options
• Paid time off
• Growth opportunities within a rapidly expanding company
• Supportive team culture

What This Job Offers

• Job Type: Full-time
• Career Level: Director