Manager 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
• 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

Why Work for Western Architectural Openings & MITER Brands

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

• Comprehensive benefits package including medical, dental, vision, and wellness plans
• Competitive pay and a 401(k) with company match
• Generous paid time off and holiday schedule
• Tuition reimbursement program
• Additional benefits such as legal insurance, identity theft protection, pet insurance, and team member discounts

Work Authorization and Sponsorship Disclosure

The Company does not offer employer sponsorship at this time. Candidates must provide truthful and complete information regarding their eligibility to work in the U.S. 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.