Manager Customer Experience

Job Description

Customer Experience Manager

Department: Sales
Reports To: VP, Sales
Schedule: 7:00 AM – 4:00 PM

Position Overview

The Customer Experience Manager is responsible for designing, leading, and continuously enhancing the end-to-end customer journey for Western Architectural Openings, part of MITER Brands. This role ensures a seamless, elevated experience across all touchpoints—from initial consultation through post-installation support—while reinforcing Western’s position as a luxury, design-forward brand.

This leader will build and inspire a high-performing team, implement best-in-class service models, and partner cross-functionally to deliver a differentiated, white glove customer experience.

Key Responsibilities

• Design and continuously improve the end-to-end customer journey, ensuring a seamless, high-touch experience across all phases: pre-sale, order management, delivery, installation, and post-sale support

• Lead, mentor, and develop a team of Customer Experience Specialists, fostering a culture of accountability, empathy, and proactive problem-solving

• Implement and manage a single point of contact model, delivering concierge-level service and elevating the customer experience to align with Western’s luxury brand positioning

• Develop and document best-in-class processes, playbooks, and training programs to standardize white glove service delivery

• Partner cross-functionally with Operations, Sales, Marketing, Engineering, IT, and Service teams to ensure alignment and a consistent customer experience

• Establish and monitor KPIs (customer satisfaction, response times, issue resolution, etc.) and leverage insights to drive continuous improvement

• Act as a champion of the Western brand, ensuring every interaction reflects quality, professionalism, and premium service

• Demonstrate MITER Brands’ Guiding Principles in all business interactions

• Perform other duties as assigned

Qualifications

• Proven leadership experience in customer experience, hospitality, luxury retail, or a related field

• Demonstrated success designing and implementing customer-centric programs and service models

• Passion for delivering white glove, concierge-level customer service

• Strong communication, coaching, and team development skills

• Experience with CRM systems, customer journey mapping, and performance metrics tools preferred

• Ability to thrive in a fast-paced, evolving environment with a high degree of ownership and accountability

Education & Experience

• Bachelor’s degree in Business, Marketing, Construction Management, or related field strongly preferred

• 5+ years of experience in sales, customer experience, service, or manufacturing within the window and door or building products industry

Travel Requirements

• Travel required; occasional overnight travel may be necessary

Why Work for Western Architectural Openings & MITER Brands

Western Architectural Openings is part of MITER Brands, a leading manufacturer of premium windows and doors, known for innovation, craftsmanship, and customer commitment.

• Luxury Meets Scale: Combine the design-forward, custom expertise of Western with the strength, resources, and growth of MITER Brands

• Elevated Customer Experience Focus: Be part of a team redefining service standards in the architectural and building products space

• Career Growth & Leadership Impact: Lead a function critical to the company’s success, with opportunities to shape strategy and grow your career

• Collaborative Culture: Partner across departments to influence meaningful change and deliver exceptional outcomes

• Innovation & Excellence: Work with a brand recognized for pushing boundaries in modern design and large-scale architectural solutions

• Momentum & Stability: Join a rapidly growing organization with strong leadership, a clear vision, and a people-first mindset

What We Offer

At MITER Brands, we invest in your health, wealth, and wellness. Our comprehensive benefits package supports you and your eligible spouse/dependents while helping you achieve your personal and professional goals.

We offer competitive pay, a 401(k) with company match, and generous paid time off to help you maintain a healthy work-life balance.

Health & Wellness

• Three comprehensive medical plan options
• Prescription drug coverage
• Dental insurance
• Vision insurance
• Teladoc virtual healthcare services
• Employee Assistance Program (EAP)
• Annual Wellness Clinic

Financial Protection

• Company-paid Life Insurance
• Voluntary Life Insurance
• Company-paid Short-Term Disability
• Company-paid Long-Term Disability
• Supplemental Hospital Indemnity Insurance
• Critical Illness Insurance
• Accident Insurance

Additional Benefits

• Paid Time Off (PTO) and paid holidays
• 401(k) retirement plan with company match
• Tuition Reimbursement Program
• Legal Insurance
• Identity Theft Protection
• Pet Insurance
• Team Member Discount Program

MITER Brands, including MI Windows and Doors, Milgard, and PGT Innovations, is an Equal Opportunity Employer. We are committed to fostering an inclusive workplace and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, or any other protected status under applicable law.

Work Authorization and Sponsorship Disclosure:

The Company does not offer employer sponsorship at this time. Therefore, candidates must provide truthful and complete information regarding their eligibility to work in the and any current or future need for employment sponsorship. Misrepresentation regarding work authorization or sponsorship need at any stage of the hiring process will result in disqualification from consideration, rescission of an employment offer, or termination of employment.