Manager Customer Experience

Job Description Customer Experience Manager Western Architectural Openings | A MITER Brands Company Schedule: 7:00 AM – 4:00 PM Position Overview Western Architectural Openings is seeking a Customer Experience Manager to build and lead our Customer Experience Support team. This role is responsible for creating a seamless and proactive customer journey across the entire order lifecycle—from project conception and order placement through delivery, installation, and post-sale support. The Customer Experience Manager will lead a team of Customer Experience Specialists, establish service standards, drive process improvements, and serve as a key partner to Sales, Operations, Engineering, Service, and Marketing teams. This position plays a critical role in strengthening customer relationships while delivering an experience that reflects the craftsmanship, quality, and service excellence associated with the Western brand. The ideal candidate is a customer-focused leader who thrives in a fast-paced environment, excels at developing teams and processes, and is passionate about creating positive customer experiences that drive loyalty and business growth. About MITER Brands & Western Architectural Openings Western Architectural Openings, part of MITER Brands, combines innovative design, exceptional craftsmanship, and industry-leading service to deliver premium window and door solutions for architects, builders, and homeowners. As one of North America's largest window and door manufacturers, MITER Brands brings the scale, resources, and stability of a national organization while preserving the entrepreneurial spirit and customer focus of its individual brands. Together, Western and MITER Brands are committed to providing exceptional products, fostering a culture of collaboration and innovation, and creating opportunities for employees to build meaningful careers while shaping the future of the building products industry. Key Responsibilities Lead, coach, and develop a team of Customer Experience Specialists while fostering a culture of accountability, ownership, collaboration, and customer advocacy. Manage and continuously improve the customer experience throughout all stages of the customer journey, including project consultation, order management, delivery coordination, installation support, and post-sale service. Establish and maintain service standards, procedures, and best practices to ensure a consistent and high-quality customer experience. Drive process improvement initiatives that enhance customer satisfaction, increase operational efficiency, and reduce service-related issues. Serve as an escalation point for complex customer concerns, ensuring prompt resolution and effective communication. Partner closely with Sales, Operations, Engineering, Service, Marketing, and IT teams to align processes and deliver a seamless customer experience. Develop training materials, playbooks, and standard operating procedures to support employee development and consistency in service delivery. Monitor, analyze, and report on key performance indicators (KPIs), including customer satisfaction, response times, issue resolution, and team productivity. Leverage customer feedback and performance data to identify trends and recommend improvements. Champion the Western Architectural Openings brand by ensuring every customer interaction reflects professionalism, quality, and responsiveness. Demonstrate MITER Brands' Guiding Principles in all business interactions. Perform other duties as assigned. Qualifications 5–8 years of leadership experience in customer experience, customer service, account management, project coordination, or related customer-facing functions. Proven success leading teams and developing high-performing customer service organizations. Experience creating, implementing, and improving customer-focused processes and programs. Strong communication, problem-solving, coaching, and relationship-building skills. Ability to manage multiple priorities and drive results in a fast-paced, evolving environment. Experience utilizing CRM systems, customer service platforms, and performance reporting tools. Demonstrated ability to collaborate effectively across multiple departments and levels of the organization. Passion for delivering exceptional customer experiences and building long-term customer relationships. Education & Experience Bachelor's degree in Business, Marketing, Construction Management, Communications, or a related field preferred. Experience within the window and door, building products, construction, manufacturing, architectural products, or a related industry strongly preferred. Equivalent combinations of education, training, and experience will be considered. Travel Requirements Occasional travel may be required, including overnight travel as needed. Why Join Western Architectural Openings & MITER Brands? Western Architectural Openings is part of MITER Brands, one of North America's leading manufacturers of high-quality windows and doors. Together, we combine innovation, craftsmanship, and customer commitment to deliver exceptional solutions to homeowners, architects, builders, and dealers. What You'll Gain Leadership Opportunity: Build and shape a growing customer experience function with significant business impact. Professional Growth: Join a thriving organization committed to talent development and career advancement. Collaborative Environment: Partner with cross-functional teams to drive meaningful improvements and customer-focused solutions. Industry Leadership: Be part of a company recognized for quality, innovation, and excellence in the building products industry. Stability and Momentum: Join a growing organization with a strong vision, people-first culture, and long-term commitment to success. #MITERsales 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. MI Windows and Doors