{"id":1371920,"url":"https://alion.io/job/marvin-customer-engagement-supervisor-call-center","title":"Customer Engagement Supervisor - Call Center","company":{"id":1800129,"name":"Marvin","domain":"marvin.com","url":"https://alion.io/company/marvin-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Eagan, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-28T04:19:44Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-27T22:17:26Z","board_verified":true,"closed_at":null,"days_open":29,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":29},"description":"Job Overview\nInfinity Replacement by Marvin is our dedicated replacement window and door business where we bring Marvin’s legacy of quality directly to homeowners. Through a direct-to-consumer model, we deliver premium fiberglass products, personalized in-home consultations, and professional installation-making the window replacement process simple, seamless, and satisfying.\nAs a Customer Engagement Supervisor, you will play a critical supervisory role in shaping the customer journey from the very first interaction. You will lead, coach, and develop a team of Customer Engagement Representatives, ensuring exceptional service, operational excellence, and a consistently positive experience for every homeowner. This role is ideal for a people-focused supervisor who is passionate about team development, customer satisfaction, and driving results.\nHighlights of your role\nLead, coach, and develop a team of Customer Engagement Representatives to deliver an exceptional customer experience and achieve performance goals.\nOversee daily contact center operations, ensuring leads, appointments, and customer interactions are managed accurately and efficiently.\nMonitor team and departmental performance, using metrics, quality reviews, and reporting to drive continuous improvement.\nConduct regular coaching sessions, one-on-ones, team meetings, and performance reviews to support employee growth and accountability.\nPartner with Department Leads and leadership to improve processes, enhance lead quality, and drive operational excellence.\nManage customer escalations, support team communications, and ensure timely resolution of customer concerns.\nSupport hiring, onboarding, and ongoing team development while adapting to evolving business and department needs.\nParticipate in a rotating leadership schedule that includes evening and weekend coverage.\nThis position will require you to be on-site in the Eagan office.\nYou’re a good fit if you have (or if you can)\nProven call center supervisory experience in a customer engagement environment.\nExperience coaching and developing team members to achieve performance goals.\nStrong leadership skills with a proven ability to motivate, mentor, and empower high-performing teams.\nExperience utilizing data, reporting, and KPIs to drive performance and accountability.\nProficiency with Salesforce, Tableau, Excel, and PowerPoint.\nExcellent communication, organizational, and problem-solving skills.\nWe invite you to see yourself at Marvin\nFrom people to products, Marvin is committed to creating better ways of living. When you join this family-owned and -led window and door company, you belong to a community full of opportunities.\nFor more than a century, we’ve been at the forefront of designing, building, and engineering premium, award-winning products. Today, Marvin is also proud to have been named a Top Large Employer by Forbes Magazine two years in a row, in 2024 and 2025. With operations in 19 cities across North America, we manufacture Marvin’s quality products, including Infinity Replacement Windows and Doors, and TruStile Doors.\nTogether, we uphold our values and foster a culture where safety and the wellbeing of our people comes first. We take a better living approach with benefits to support you at work and beyond. From day one, you will enjoy health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match and more!\nSome of our unique and most popular benefits include:\n$300 annual wellbeing account to spend on what helps you feel happy + healthy\nBetter Living Day! (a paid day off to go have some fun)\nAnnual profit sharing - recognizing everyone’s contribution to Marvin’s success\nGiving at Marvin - participate in organized volunteer opportunities\nBrighter Days Fund - financial support from your colleagues and the Marvin family during personal hardships\nJoin the more than 8,000 Marvin team members to experience these benefits and more. Apply today!\nMarvin is an equal opportunity employer\nMarvin is committed to creating an inclusive environment for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws. Applicants requiring reasonable accommodation for any part of the application and hiring process may contact us at .\nCompensation\n$65,000 - $75,000, pay based on experience","description_format":"text","description_chars":4499,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Wood Products & Furniture","Building Materials"],"lifecycle":[{"event":"open","at":"2026-09-28T04:19:44Z"}],"visa":[],"liveness":{"score":25,"band":"fade","label":"Fading","p_open":1,"p_active":0.557,"p_room":0.45,"age_days":29,"expected_fill_days":18,"reasons":["conf:1","velocity","win:tail","comp:brand"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/marvin-customer-engagement-supervisor-call-center","json_url":"https://alion.io/job/marvin-customer-engagement-supervisor-call-center.json","meta":{"generated_at":"2026-10-28T01:09:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1423,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1800129},"rest":"https://alion.io/mcp/rest/get_company?id=1800129"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmarvin-customer-engagement-supervisor-call-center"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmarvin-customer-engagement-supervisor-call-center"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmarvin-customer-engagement-supervisor-call-center"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/marvin-customer-engagement-supervisor-call-center\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmarvin-customer-engagement-supervisor-call-center"}]}