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Job Overview
Employment Type
Full-time
Compensation
Salary
Range $135,000.00 - $180,000.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Paid parental leave
401(k) retirement savings match
Profit sharing
Relocation assistance
Job Description
Marvin is a well-established, family-owned and -led company specializing in the design, engineering, and manufacturing of premium windows and doors. With over a century of experience, Marvin has become a leader in crafting highly customizable, award-winning products that cater to a quality-conscious clientele. Operating across 19 cities in North America, Marvin encompasses notable product lines such as Infinity Replacement Windows and Doors and TruStile Doors. The company has consistently demonstrated a commitment to better living by creating products that increase comfort and efficiency in homes, while also fostering a workplace culture that places the health and safety of its employees... Show More
Job Requirements
- Bachelor's degree required
- 8+ years of progressive leadership experience in customer service
- Proven ability to manage and develop teams
- Strong familiarity with customer care systems and emerging technologies
- Ability to lead process improvement and performance management
- Occasional travel to customer sites and internal teams
- Excellent collaboration and communication skills
Job Qualifications
- Bachelor's degree required
- Master's degree preferred
- 8+ years in progressive customer service leadership roles
- Proven success in team development and cross-functional collaboration
- Familiarity with customer care systems and emerging technologies
- Experience leading digital transformation initiatives
- Strong analytical and data-driven decision-making skills
- Excellent interpersonal and communication abilities
Job Duties
- Manage and develop a team of direct reports across Customer Care and Operations Support
- Shape key performance measures that strengthen trust, loyalty, and brand affinity
- Transform customer insights into thoughtful improvements and enhanced service moments
- Monitor and drive performance metrics such as CSAT, NPS, turnaround times, resolution rates, eNPS, and retention
- Collaborate with Operations, CX, Digital, Sales, and Marketing to support engagement strategies, product launches, and campaigns
- Support the evolution of tools and processes that modernize and elevate the customer experience
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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