Director Customer Experience

Job description

*Window Nation is growing fast! Join a high energy team where your ideas and contributions will make a lasting impact on our future.* **One Goal, One Passion – Growth is Everything at Window Nation** At Window Nation, we don’t just replace windows and doors – we help transform homes into spaces people love. With nearly 20 years of craftsmanship, innovation, and competitively priced solutions, we’ve enhanced the comfort, safety, and value of homes for customers nationwide. In doing so, we’ve become a trusted leader in home improvement, striving to be the provider of choice for all window and door replacements. As we continue to grow and expand into new markets in 2026, we’re looking for passionate, driven team members who thrive in a high-growth environment. Join a company where your expertise is valued, your contributions matter, and your work makes a lasting impact – on customers and the future of home improvement. **Grow with Window Nation** At Window Nation, we help people make their homes more comfortable, beautiful, and welcoming. Behind that experience are teams who care about our customers and take pride in their work. As our Director, Customer Experience, you’ll help shape how we support customers long after installation. From service and warranty support to ongoing care, you’ll make it easier for customers to get the information, guidance, and service they need. Reporting to the Senior Vice President of Operations, you’ll set the CX strategy, develop leaders, and bring people, processes, and technology together to deliver consistent, thoughtful service. If you enjoy building strong teams and turning ideas into measurable results, this is an opportunity to make a meaningful impact. 📍 Location: This position is based at Window Nation’s Fulton, Maryland office. ### What You Will Do - Shape the customer experience. Create and lead a multi-year CX roadmap that supports customer satisfaction, loyalty, and business growth. - Develop strong leaders and teams. Coach managers and supervisors, support frontline teams, and build the structure, training, and tools people need to succeed. - Make service easier to navigate. Strengthen the post-installation journey across service requests, warranty support, and ongoing care, with clear communication and coordinated handoffs. - Bring the customer’s voice into decisions. Use feedback, journey mapping, and service insights to identify opportunities and guide improvements. - Connect technology to better service. Guide CRM, automation, self-service, knowledge management, reporting, and responsible AI initiatives that help customers and employees. - Turn data into action. Establish meaningful measures for satisfaction, service quality, response and resolution times, customer effort, and operational efficiency. - Partner across the business. Work with Sales, Field Operations, Technology, Finance, and other teams to deliver a consistent experience across markets. - Lead a well-run operation. Oversee staffing, capacity planning, budgets, vendor performance, and complex customer matters while balancing service quality and cost ### Minimum Qualifications - Bachelor’s degree in business administration, operations, customer experience, communications, marketing, or related field - 8+ years of progressive experience in customer experience, customer care, service operations, contact center operations, or a related function, including experience in construction, home remodeling, manufacturing, field services, or another complex service-delivery environment - 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 Operations, Sales, Technology, Finance, and other functions and to 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 ### Preferred Qualifications We’re especially interested in your experience leading technology-enabled transformation, using customer feedback to improve service, and putting CRM capabilities into practice. - Experience leading technology-enabled change in customer care, including the 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 related field preferred. ### Experience That Will Help You Succeed This role is well suited to someone who has led an organization of 50 or more people, including managers, and overseen service operations handling 3,000–5,000 concurrent open customer requests or a comparable higher volume. Experience in residential or consumer-facing services is particularly relevant, especially where field teams provide installations, warranty support, repairs, or other physical services. We value experience supporting individual customers and coordinating care between office and field teams. ### Why This Opportunity You’ll have the opportunity to shape a function, develop leaders, and see your work make a difference for customers and employees. With direct visibility to senior Operations leadership, you’ll connect the customer experience strategy to the everyday decisions that bring it to life. Apply Ready to help shape the next chapter of customer experience at Window Nation? We’d like to hear from you. Apply and share the leadership experience and accomplishments you would bring to the team.