Director of Customer Service

Overview Step into a role where you’ll shape the heart of the customer experience at Marvin. As the Director of Customer Service, 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 includes the movement of your household goods, temporary housing, and much more - in addition to a relocation counselor to assist you throughout the entire journey. Responsibilities Manage and develop a team of 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. Qualifications 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. Benefits & Culture From people to products, Marvin is committed to creating better ways of living. When you join this family-owned and -led window and door company, you belong to a community full of opportunities. Marvin is proud to have been named a Top Large Employer by Forbes Magazine two years in a row, in 2024 and 2025. With operations in 19 cities across North America, we manufacture Marvin’s quality products, including Infinity Replacement Windows and Doors, and TruStile Doors. We uphold our values and foster a culture where safety and the wellbeing of our people comes first. You will enjoy benefits to support you at work and beyond, including health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match, and more. $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 Equal Opportunity & Application Marvin is an Equal Opportunity Employer. Marvin is committed to creating an inclusive environment for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws. Applicants requiring reasonable accommodation for any part of the application and hiring process may contact us at View email address on click.appcast.io. Compensation: $135,000 - $180,000 #J-18808-Ljbffr