Senior Director of Customer Experience

Job Overview

Step into an exciting opportunity where you'll play a crucial role in shaping the customer experience  the Senior Director of Customer Experience, you'll lead a dedicated team focused on supporting our premium, highly customizable products, ensuring customers feel guided, informed, and inspired at every stage of their journey with us. You will be an advocate for service excellence, enhance operational efficiency, and introduce innovative ideas that elevate every customer interaction.

By collaborating closely with various teams across the business, you'll drive an effortless, trustworthy, and distinctly Marvin customer experience. The Senior Director will oversee a team that provides architectural, technical, and sales support for a complex and premium product portfolio. This position necessitates a blend of leadership, customer care, process improvement, and performance management. This job is located in Warroad, MN.

If you are considering relocating to Warroad, you may be eligible for a comprehensive relocation benefits package that can include the movement of household goods, temporary housing, and additional support from a relocation counselor throughout your transition.

• Manage and develop a high-performing team across Customer Care and Operations Support.
• Define key performance metrics that enhance trust, loyalty, and brand affinity.
• Transform customer insights into thoughtful improvements and enhanced service moments.
• Monitor and lead performance metrics such as CSAT, NPS, turnaround times, resolution rates, eNPS, and retention.
• Collaborate effectively with Operations, CX, Digital, Sales, and Marketing to support engagement strategies, product launches, and campaigns.
• Enhance and modernize the customer experience through the evolution of tools and processes.

• Bachelor's degree required; master's degree preferred.
• A minimum of 8 years in progressive customer service leadership roles, demonstrating successful team development and cross-functional collaboration.
• Familiarity with customer care systems and emerging technologies.
• Willingness to travel occasionally to customer sites and internal teams.

• Comprehensive benefits package including health insurance, paid holidays, parental leave, and a 401(k) retirement savings match.
• Annual wellbeing account of $300 to spend on what helps you feel happy and healthy.
• Better Living Day – a paid day off to enjoy yourself.
• Annual profit sharing to recognize everyone's contribution to Marvin's success.
• Opportunities to participate in organized volunteer opportunities.
• Brighter Days Fund – financial support from colleagues and the Marvin family during personal hardships.

Marvin is an Equal Opportunity Employer. Marvin 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 who need reasonable accommodation for any part of the application and hiring process may contact us at