Director Customer Service

Marvin

1d•$135,000 - $180,000

About The Position

Step into a role where you’ll shape the heart of the customer experience at Marvin. As the Director of Customer Success, you’ll lead the talented team responsible for supporting our premium, highly customizable products and ensuring customers feel guided, informed, and inspired throughout their journey with us. You’ll champion service excellence, strengthen operational efficiency, and bring new ideas forward that elevate every interaction. By partnering closely with teams across the business, you’ll help drive a customer experience that feels seamless, trusted, and distinctly Marvin. The Director will lead a team that provides architectural, technical, and sales support for a premium and complex product portfolio. This position requires a balance of leadership, customer care, process improvement, and performance management. This job is located in Warroad, MN. If you're considering relocating to Warroad, you may be eligible for a relocation benefit package to assist with your move. Marvin offers an extensive relocation benefit package that included the movement of your household goods, temporary housing, and much more - in addition to relocation counselor to assist you throughout the entire journey.

Requirements

Inspire teams to deliver with poise, professionalism, and a polished service mindset
Use data and insights to guide sophisticated, strategic decisions
Create scalable solutions that protect and elevate the customer journey
Build strong cross-functional relationships grounded in clarity and collaboration
Lead digital transformation using Salesforce workflows and AI to modernize service
Bachelor’s degree required; master’s preferred
8+ years in progressive customer service leadership roles, with proven success in team development and cross-functional collaboration.
Familiarity with customer care systems and emerging technologies.
Occasional travel to customer sites and internal teams.

Responsibilities

Manage and develop a team of 4–6 direct reports across Customer Care and Operations Support.
Shape key performance measures that strengthen trust, loyalty, and brand affinity
Transform customer insights into thoughtful improvements and enhanced service moments
Monitor and drive performance metrics (CSAT, NPS, turnaround times, resolution rates, eNPS, and retention).
Collaborate with Operations, CX, Digital, Sales, and Marketing to support engagement strategies, product launches, and campaigns.
Support the evolution of tools and processes that modernize and elevate the customer experience

Benefits

$300 annual wellbeing account to spend on what helps you feel happy + healthy
Better Living Day! (a paid day off to go have some fun)
Annual profit sharing – recognizing 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
health insurance
paid holidays
paid parental leave
a 401(k) retirement savings match
relocation benefit package