Director Customer Experience
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
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Shape the customer experience. Create and lead a multi-year CX roadmap that supports customer satisfaction, loyalty, and business growth.
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Develop strong leaders and teams. Coach managers and supervisors, support frontline teams, and build the structure, training, and tools people need to succeed.
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Make service easier to navigate. Strengthen the post-installation journey across service requests, warranty support, and ongoing care, with clear communication and coordinated handoffs.
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Bring the customer’s voice into decisions. Use feedback, journey mapping, and service insights to identify opportunities and guide improvements.
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Connect technology to better service. Guide CRM, automation, self-service, knowledge management, reporting, and responsible AI initiatives that help customers and employees.
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Turn data into action. Establish meaningful measures for satisfaction, service quality, response and resolution times, customer effort, and operational efficiency.
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Partner across the business. Work with Sales, Field Operations, Technology, Finance, and other teams to deliver a consistent experience across markets.
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Lead a well-run operation. Oversee staffing, capacity planning, budgets, vendor performance, and complex customer matters while balancing service quality and cost
Minimum Qualifications
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Bachelor’s degree in business administration, operations, customer experience, communications, marketing, or related field
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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
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5+ years of people leadership experience, including leading managers and building or transforming multi-layered customer-facing teams
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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
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Proven ability to lead enterprise initiatives across Operations, Sales, Technology, Finance, and other functions and to influence senior leaders without direct authority
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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.
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Experience leading technology-enabled change in customer care, including the responsible use of AI and automation.
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Expertise in customer journey mapping, Voice of the Customer programs, service design, quality management, workforce and capacity planning, and continuous improvement.
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Experience with CRM and service platforms such as Salesforce, Paradigm, and Microsoft Dynamics 365, including workflows, analytics, knowledge management, automation, and self-service.
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Strong financial and business acumen, including budget ownership, vendor governance, business-case development, and measuring customer and operational benefits.
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Exceptional executive communication, strategic thinking, change leadership, and stakeholder management skills.
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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.
- Competitive pay
- Bonus opportunities for eligible roles
- Full-time benefits package (medical, dental, vision, life, and 401(k) retirement options)
- Paid time off
- Growth opportunities within a rapidly expanding company
- A supportive team culture where your contributions matter and craftsmanship is celebrated
Skills
As published by lever · 21 questions
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Portfolio URL, Other website
Short answers (3)
- If you are a FORMER NewSouth, Armorvue, or Window Nation employee, please enter your 6-digit employee number. optional
- If you were referred by a Window Nation employee, please provide the employee’s first and last name optional
- If you selected 'Other', please specify. optional
Pick from a list (18)
- *If offered employment, are you willing to complete a pre-employment background check in accordance with applicable laws and company policy?
- *Are you legally authorized to work in the United States, and will you require employment visa sponsorship now or in the future?
- *Does the posted compensation range align with your expectations?
- Are you a former or current NewSouth, Armorvue or Window Nation employee? NOTE: If you are a former employee, please include your employee number in the next question. If you are a CURRENT employee, you'll need to submit your application through the internal career page to be considered.
- How did you hear about this job opening? optional
- Would you like to receive text message updates regarding this application? (Window Nation will not share or sell your information.)
- *Do you hold a bachelor’s degree in business administration, operations, customer experience, communications, marketing, or a related field? optional
- *How many years of progressive experience do you have in customer experience, customer care, service operations, contact center operations, or a related function? Single select optional
- *In which environments have you gained relevant customer experience or service operations experience? optional
- *How many years of people leadership experience do you have? optional
- What is the largest customer-facing organization you have managed? Include direct and indirect reports within your organization, not total company headcount. optional
- *Which leadership experiences have you personally gained? optional
- How many customer service requests or tickets were typically open at one time in the largest operation you oversaw? Select concurrent open cases, not monthly contacts or annual ticket volume. optional
- *Which CX strategy and enterprise leadership outcomes have you personally delivered? optional
- Which service-delivery experiences have been part of the operations you led or supported? optional
- What experience do you have implementing customer service or CX technologies? optional
- Which customer journey, Voice of the Customer, or service design activities have you personally led? optional
- Which customer service performance measures have you been accountable for improving? optional