Director of Service & Warranty

Service Operations Leadership

Develop and execute a national service operations strategy aligned with company goals and customer engagement expectations.

Establish KPIs and performance metrics to drive accountability and data-driven decision making.

Develop and implement standardized operating procedures and best practices across all service operations to drive consistency and performance.

Oversee all service department functions, including staffing, field service activities, and technical support.

Support division managers and CSS agents with scheduling, dispatching, and resource allocation to maximize efficiency and minimize customer downtime.

Lead, coach, and mentor field technicians and service personnel, fostering a culture of excellence and continuous improvement.

Warranty & Service Division Oversight

Oversee all Service Only Divisions to ensure best-in-class service delivery while reducing operational costs.

Manage warranty resolution, parts sales, inventory coordination, and service-related operational processes.

Serve as the escalation point for complex customer service issues.

Cross Functional Collaboration

Partner with regional leadership, branch operations, factory teams, and central support to ensure seamless service execution.

Communicate customer needs, service trends, operational performance, and recommendations to regional and executive leadership.

Continuous Improvement & Performance Optimization

Evaluate and improve service processes, operational efficiency, customer experience, and team performance.

Identify opportunities to reduce service and warranty costs through process improvements, standardization, and operational efficiencies.

Track and improve KPIs including onboarding timelines, customer satisfaction, service case cycle-times, process compliance, warehouse 5S adherence of the service areas, and AR recovery.

Oversee fleet safety and compliance.

Improve service process compliance and adoption of standardized operating procedures.

Drive EBITDA margin improvement through cost optimization and operational efficiency.

Requirements

Required:

• Bachelor's degree in Business, Operations Management, or a related field; equivalent combination of education and experience may be considered.
• 7+ years of service operations, field service management, or technical service leadership experience.
• Experience supporting or managing service operations for a direct-to-consumer business.
• Proven ability to recruit, develop, and manage high-performing teams.
• Experience leading operational improvement initiatives and driving performance through metrics and accountability.
• Business acumen in budgeting, fiscal management, and operational planning.
• Proficiency in Microsoft Office Suite.
• Able to travel up to 60-75%.

PREFERRED:

• Experience in the home improvement industry.
• Experience in business ownership or multi-location management.

Skills And Competencies

• Strong operational leadership and problem-solving capabilities.
• Excellent communication, conflict resolution, and interpersonal skills.
• Customer-focused mindset with a passion for service excellence.
• Ability to influence and collaborate across multiple functions and organizational levels.
• Strong analytical skills with experience utilizing data to drive decision-making.
• Effective project management and organizational skills.
• Demonstrated ability to coach, develop, and motivate teams.
• Results-oriented with a focus on accountability and continuous improvement.
• Ability to thrive in a fast-paced, growth-oriented environment.

Benefits

Champion Window is an Equal Employment Opportunity Employer.

If you need assistance with completing the online application due to a disability, please contact Champion Window.

Today & Every Day, CHAMPION Thanks Our Veterans!

Now Hiring and Honoring Veterans.

We offer a competitive compensation package that includes medical/dental/vision/disability coverage, 401(k), flex spending account and more.