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 optionsPrescription drug coverageDental insuranceVision insuranceTeladoc virtual healthcare servicesEmployee Assistance Program (EAP)Annual Wellness Clinic

Financial Protection

Company-paid Life InsuranceVoluntary Life InsuranceCompany-paid Short-Term DisabilityCompany-paid Long-Term DisabilitySupplemental Hospital Indemnity InsuranceCritical Illness InsuranceAccident Insurance

Additional Benefits

Paid Time Off (PTO) and paid holidays401(k) retirement plan with company matchTuition Reimbursement ProgramLegal InsuranceIdentity Theft ProtectionPet InsuranceTeam 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.