Sr. Director, Customer & Warranty Services

Associated Materials, LLC•Cuyahoga Falls, OH

About The Position

Join us at Associated Materials, LLC, where you can be AMazing! At Associated Materials, we combine our rich history in innovation with an unwavering commitment to continuous improvement and the customer experience. For decades, we have provided exterior building products that have helped build homes and communities across North America, and we look toward the future with the same aspirations as we learn, grow, and set new standards of excellence. As a leading manufacturer and distributor of exterior building products, you’ll have the opportunity to contribute ideas in a welcoming and supportive work environment driven by safety and our core values. Join the AM team where you can be AMazing as we shape our future together. Position Summary: The Sr. Director, Customer & Warranty Services is responsible for the disciplined day-to-day leadership, performance management, and scalable execution of all customer-facing service functions across Associated Materials. This role provides unified operational leadership for Customer Service, Warranty/Claims, Field Service coordination, and plant-based Order Fulfillment Coordinators, ensuring a consistent and reliable customer experience. Reporting to the Vice President, Customer Experience, the Senior Director translates established strategic direction into consistent, repeatable execution across teams, systems, and processes. This role does not set enterprise strategy; it is accountable for operationalizing approved vision, enforcing standards, and delivering measurable service outcomes.

Requirements

Bachelor’s degree or equivalent work experience required.
10+ years in customer service, warranty, or operations leadership.
Experience leading call centers or multi-site service teams.
Proven success improving service metrics and execution.
Strong leadership, communication, and change management skills.
A disciplined operator who excels at execution, scale, and accountability.
Trusted to bring strategy to life, surface issues early, and ensure service organizations perform as designed.
Demonstrated ability to develop and implement customer service strategies that align with organizational goals
Superior organizational skills and the ability to assemble resources needed to orchestrate multiple projects/activities and accomplish goals
Excellent interpersonal skills and consultative approach; tactful in dealing with people at all levels

Responsibilities

Lead daily execution of Customer Service, Warranty/Claims, Field Service coordination, and Order Fulfillment Coordinators.
Ensure consistent service delivery, issue resolution, and communication across all customer touchpoints.
Drive complaint, claim, and escalation throughput while reducing cycle time and backlog.
Establish, document, and enforce escalation protocols.
Ensure escalations are handled with rigor, speed, and accountability.
Partner cross-functionally to resolve systemic issues and prevent recurrence.
Own onboarding, training, and ongoing development for service teams.
Ensure teams maintain strong product, process, and system proficiency.
Develop frontline leaders and managers to scale execution.
Own Voice of the Customer intake and operational reporting.
Facilitate VoC reviews with Sales and internal partners.
Translate customer feedback into actionable insights for the business.
Define and manage KPIs and SLAs including resolution time, quality, and customer satisfaction.
Ensure accurate, timely reporting and corrective action.
Drive continuous improvement initiatives.
Build and scale high-performing teams using standard work and accountability.
Ensure staffing models support demand and growth.
Foster an execution-focused, customer-centric culture.
Serve as the operational interface with Sales, Operations, Manufacturing, Quality, and Technology.
Execute against agreed priorities while surfacing risks and improvement opportunities.
Partner with the VP of Customer Experience to operationalize approved strategies.