Director Customer Experience

Window Nation is growing fast! Join a high energy team where your ideas and contributions will make a lasting impact on our future. One Goal, One Passion – Growth is Everything at Window Nation At Window Nation, we don’t just replace windows and doors – we help transform homes into spaces people love. With nearly 20 years of craftsmanship, innovation, and competitively priced solutions, we’ve enhanced the comfort, safety, and value of homes for customers nationwide. In doing so, we’ve become a trusted leader in home improvement, striving to be the provider of choice for all window and door replacements. As we continue to grow and expand into new markets in 2026, we’re looking for passionate, driven team members who thrive in a high-growth environment. Join a company where your expertise is valued, your contributions matter, and your work makes a lasting impact – on customers and the future of home improvement. 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 <li role="listitem" data-aria-level="1" data-aria-posinset="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="18" data-font="Symbol" data-leveltext="" aria-setsize="-1"> Shape the customer experience. Create and lead a multi-year CX roadmap that supports customer satisfaction, loyalty, and business growth.<span data-ccp-props="{"201341983":0,"335559740":240}"> <li role="listitem" data-aria-level="1" data-aria-posinset="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="18" data-font="Symbol" data-leveltext="" aria-setsize="-1"> Develop strong leaders and teams. Coach managers and supervisors, support frontline teams, and build the structure, training, and tools people need to succeed.<span data-ccp-props="{"201341983":0,"335559740":240}"> <li role="listitem" data-aria-level="1" data-aria-posinset="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="18" data-font="Symbol" data-leveltext="" aria-setsize="-1"> Make service easier to navigate. Strengthen the post-installation journey across service requests, warranty support, and ongoing care, with clear communication and coordinated handoffs.<span data-ccp-props="{"201341983":0,"335559740":240}"> <li role="listitem" data-aria-level="1" data-aria-posinset="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="18" data-font="Symbol" data-leveltext="" aria-setsize="-1"> Bring the customer’s voice into decisions. Use feedback, journey mapping, and service insights to identify opportunities and guide improvements.<span data-ccp-props="{"201341983":0,"335559740":240}"> <li role="listitem" data-aria-level="1" data-aria-posinset="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="18" data-font="Symbol" data-leveltext="" aria-setsize="-1"> Connect technology to better service. Guide CRM, automation, self-service, knowledge management, reporting, and responsible AI initiatives that help customers and employees.<span data-ccp-props="{"201341983":0,"335559740":240}"> <li role="listitem" data-aria-level="1" data-aria-posinset="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="18" data-font="Symbol" data-leveltext="" aria-setsize="-1"> Turn data into action. Establish meaningful measures for satisfaction, service quality, response and resolution times, customer effort, and operational efficiency.<span data-ccp-props="{"201341983":0,"335559740":240}"> <li role="listitem" data-aria-level="1" data-aria-posinset="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="18" data-font="Symbol" data-leveltext="" aria-setsize="-1"> Partner across the business. Work with Sales, Field Operations, Technology, Finance, and other teams to deliver a consistent experience across markets.<span data-ccp-props="{"201341983":0,"335559740":240}"> <li role="listitem" data-aria-level="1" data-aria-posinset="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="18" data-font="Symbol" data-leveltext="" aria-setsize="-1"> Lead a well-run operation. Oversee staffing, capacity planning, budgets, vendor performance, and complex customer matters while balancing service quality and cost<span data-ccp-props="{"201341983":0,"335559740":240}"> Minimum Qualifications <li role="listitem" data-aria-level="1" data-aria-posinset="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="29" data-font="Symbol" data-leveltext="" aria-setsize="-1"> Bachelor’s degree in business administration, operations, customer experience, communications, marketing, or related field<span data-ccp-props="{"201341983":0,"335559740":240}"> <li role="listitem" data-aria-level="1" data-aria-posinset="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="29" data-font="Symbol" data-leveltext="" aria-setsize="-1"> 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<span data-ccp-props="{"201341983":0,"335559740":240}"> <li role="listitem" data-aria-level="1" data-aria-posinset="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="29" data-font="Symbol" data-leveltext="" aria-setsize="-1"> 5+ years of people leadership experience, including leading managers and building or transforming multi-layered customer-facing teams<span data-ccp-props="{"201341983":0,"335559740":240}"> <li role="listitem" data-aria-level="1" data-aria-posinset="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="29" data-font="Symbol" data-leveltext="" aria-setsize="-1"> 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<span data-ccp-props="{"201341983":0,"335559740":240}"> <li role="listitem" data-aria-level="1" data-aria-posinset="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="29" data-font="Symbol" data-leveltext="" aria-setsize="-1"> Proven ability to lead enterprise initiatives across Operations, Sales, Technology, Finance, and other functions and to influence senior leaders without direct authority<span data-ccp-props="{"201341983":0,"335559740":240}"> <li role="listitem" data-aria-level="1" data-aria-posinset="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="29" data-font="Symbol" data-leveltext="" aria-setsize="-1"> Experience using customer and operational data to establish KPIs, diagnose root causes, prioritize investments, and present clear recommendations to executive stakeholders<span data-ccp-props="{"201341983":0,"335559740":240}"> 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. <li role="listitem" data-aria-level="1" data-aria-posinset="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="32" data-font="Symbol" data-leveltext="" aria-setsize="-1"> Experience leading technology-enabled change in customer care, including the responsible use of AI and automation.<span data-ccp-props="{"201341983":0,"335559740":240}"> <li role="listitem" data-aria-level="1" data-aria-posinset="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="32" data-font="Symbol" data-leveltext="" aria-setsize="-1"> Expertise in customer journey mapping, Voice of the Customer programs, service design, quality management, workforce and capacity planning, and continuous improvement.<span data-ccp-props="{"201341983":0,"335559740":240}"> <li role="listitem" data-aria-level="1" data-aria-posinset="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="32" data-font="Symbol" data-leveltext="" aria-setsize="-1"> Experience with CRM and service platforms such as Salesforce, Paradigm, and Microsoft Dynamics 365, including workflows, analytics, knowledge management, automation, and self-service.<span data-ccp-props="{"201341983":0,"335559740":240}"> <li role="listitem" data-aria-level="1" data-aria-posinset="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="32" data-font="Symbol" data-leveltext="" aria-setsize="-1"> Strong financial and business acumen, including budget ownership, vendor governance, business-case development, and measuring customer and operational benefits.<span data-ccp-props="{"201341983":0,"335559740":240}"> <li role="listitem" data-aria-level="1" data-aria-posinset="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="32" data-font="Symbol" data-leveltext="" aria-setsize="-1"> Exceptional executive communication, strategic thinking, change leadership, and stakeholder management skills.<span data-ccp-props="{"201341983":0,"335559740":240}"> <li role="listitem" data-aria-level="1" data-aria-posinset="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="32" data-font="Symbol" data-leveltext="" aria-setsize="-1"> Master’s degree in business administration, operations, service management, or related field preferred.<span data-ccp-props="{"201341983":0,"335559740":240}"> 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. What We Offer: 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 Why Window Nation? At Window Nation, we know that when our people grow, our company grows. We’re committed to helping you build a rewarding career while being part of a team that values hard work, reliability, and collaboration. Window Nation cultivates a culture of inclusion that respects our employees' individual strengths, views, and experiences. We believe our differences make us a better team – one that makes good decisions, drives innovation, and delivers better business results. All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law. At this time, Window Nation is unable to provide sponsorship for employment visas now or in the future. Candidates must be authorized to work in the United States on a permanent basis without the need for current or future visa sponsorship. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. *Window Nation provides competitive compensation and benefits. The salary offered for this position will be determined by factors such as relevant skills, experience, qualifications, certifications, and geographic location, and will be discussed further during the interview process.