{"id":3032326,"url":"https://alion.io/job/window-nation-director-customer-experience","title":"Director Customer Experience","company":{"id":8002,"name":"Window Nation","domain":"windownation.com","url":"https://alion.io/company/window-nation","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":81,"open_postings":8,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":36,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Operations","role_family":"Operations","seniority":"head","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Fulton, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":140000,"max":155000,"currency":"USD","period":"year","gross":null,"usd_annual":155000},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-20T20:35:42Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-25T22:33:42Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Grow with Window Nation\nAt 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.\nAs 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.\nReporting 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.\nLocation:This position is based at Window Nation’s Fulton, Maryland office.\nWhat You Will Do\nShape the customer experience. Create and lead a multi-year CX roadmap that supports customer satisfaction, loyalty, and business growth.\n\nDevelop strong leaders and teams. Coach managers and supervisors, support frontline teams, and build the structure, training, and tools people need to succeed.\n\nMake service easier to navigate. Strengthen the post-installation journey across service requests, warranty support, and ongoing care, with clear communication and coordinated handoffs.\n\nBring the customer’s voice into decisions. Use feedback, journey mapping, and service insights to identify opportunities and guide improvements.\n\nConnect technology to better service. Guide CRM, automation, self-service, knowledge management, reporting, and responsible AI initiatives that help customers and employees.\n\nTurn data into action. Establish meaningful measures for satisfaction, service quality, response and resolution times, customer effort, and operational efficiency.\n\nPartner across the business. Work with Sales, Field Operations, Technology, Finance, and other teams to deliver a consistent experience across markets.\n\nLead a well-run operation. Oversee staffing, capacity planning, budgets, vendor performance, and complex customer matters while balancing service quality and cost\n\nMinimum Qualifications\nBachelor’s degree in business administration, operations, customer experience, communications, marketing, or related field\n\n8+ 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\n\n5+ years of people leadership experience, including leading managers and building or transforming multi-layered customer-facing teams\n\nDemonstrated 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\n\nProven ability to lead enterprise initiatives across Operations, Sales, Technology, Finance, and other functions and to influence senior leaders without direct authority\n\nExperience using customer and operational data to establish KPIs, diagnose root causes, prioritize investments, and present clear recommendations to executive stakeholders\n\nPreferred Qualifications\nWe’re especially interested in your experience leading technology-enabled transformation, using customer feedback to improve service, and putting CRM capabilities into practice.\nExperience leading technology-enabled change in customer care, including the responsible use of AI and automation.\n\nExpertise in customer journey mapping, Voice of the Customer programs, service design, quality management, workforce and capacity planning, and continuous improvement.\n\nExperience with CRM and service platforms such as Salesforce, Paradigm, and Microsoft Dynamics 365, including workflows, analytics, knowledge management, automation, and self-service.\n\nStrong financial and business acumen, including budget ownership, vendor governance, business-case development, and measuring customer and operational benefits.\n\nExceptional executive communication, strategic thinking, change leadership, and stakeholder management skills.\n\nMaster’s degree in business administration, operations, service management, or related field preferred.\n\nExperience That Will Help You Succeed\nThis 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.\nExperience 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.\nWhy This Opportunity\nYou’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.\nApply\nReady 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.","description_format":"text","description_chars":5399,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Construction","Kitchens, Bathrooms & Home Improvement"],"lifecycle":[{"event":"open","at":"2026-10-21T20:35:38Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":4,"expected_fill_days":36,"reasons":["conf:2","win:early"],"computed_at":"2026-10-25T05:49:26Z"},"pay":{"stated_usd_annual":155000,"is_top_pay":false},"html_url":"https://alion.io/job/window-nation-director-customer-experience","json_url":"https://alion.io/job/window-nation-director-customer-experience.json","meta":{"generated_at":"2026-10-25T23:14:45Z","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":32703,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"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":8002},"rest":"https://alion.io/mcp/rest/get_company?id=8002"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwindow-nation-director-customer-experience"},{"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%2Fwindow-nation-director-customer-experience"},{"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%2Fwindow-nation-director-customer-experience"},{"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/window-nation-director-customer-experience\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwindow-nation-director-customer-experience"}]}