Sr. Director Customer Service & Warranty

Location: Indianapolis

This role is Hybrid-based with at least one week a month in our Cuyahoga Falls OH HQ.

The expectation is you live approx within a 3 hour driving distance from HQ.

Position Summary

The Senior Director, Customer & Warranty Service is responsible for the disciplined day‑to‑day leadership, performance management, and scalable execution of all customer‑facing service functions across Associated Materials. This role provides unified operational leadership for Customer Service, Warranty/Claims, Field Service coordination, and plant‑based Order Fulfillment Coordinators, ensuring a consistent and reliable customer experience.

Reporting to the Vice President, Customer Experience, the Senior Director translates established strategic direction into consistent, repeatable execution across teams, systems, and processes. This role does not set enterprise strategy; it is accountable for operationalizing approved vision, enforcing standards, and delivering measurable service outcomes.

Key Responsibilities Customer Service & Warranty Operations

• Lead daily execution of Customer Service, Warranty/Claims, Field Service coordination, and Order Fulfillment Coordinators.
• Ensure consistent service delivery, issue resolution, and communication across all customer touchpoints.
• Drive complaint, claim, and escalation throughput while reducing cycle time and backlog.
• Establish, document, and enforce escalation protocols.
• Ensure escalations are handled with rigor, speed, and accountability.
• Partner cross‑functionally to resolve systemic issues and prevent recurrence.

Training & Capability Development

• Own onboarding, training, and ongoing development for service teams.
• Ensure teams maintain strong product, process, and system proficiency.
• Develop frontline leaders and managers to scale execution.

Voice of the Customer & Reporting

• Own Voice of the Customer intake and operational reporting.
• Facilitate VoC reviews with Sales and internal partners.
• Translate customer feedback into actionable insights for the business.

Performance Management & SLAs

• Define and manage KPIs and SLAs including resolution time, quality, and customer satisfaction.
• Ensure accurate, timely reporting and corrective action.

Leadership & Organizational Structure

• Build and scale high-performing teams using standard work and accountability.
• Ensure staffing models support demand and growth.
• Directly manage:
  Manager of Customer Service and Director of Warranty.
• Foster an execution-focused, customer-centric culture.

Cross-Functional Partnership

• Serve as the operational interface with Sales, Operations, Manufacturing, Quality, and Technology.
• Execute against agreed priorities while surfacing risks and improvement opportunities.
• Partner with the VP of Customer Experience to operationalize approved strategies.

Qualifications

• 10+ years in customer service, warranty, or operations leadership.
• Experience leading call centers or multi‑site service teams.
• Proven success improving service metrics and execution.
• Strong leadership, communication, and change management skills.

Leadership Profile

A disciplined operator who excels at execution, scale, and accountability. Trusted to bring strategy to life, surface issues early, and ensure service organizations perform as designed.

About Us

When you join AMI, you are part of a leading North American manufacturing business of vinyl windows, cladding, metal siding, trim and other essential exterior building products for residential, light commercial and multifamily projects. In 2022, we introduced our composite cladding system, a first‑of‑a‑kind solution featuring exclusive (GP)2 technology. Headquartered in Cuyahoga Falls, Ohio, AMI is part of Associated Materials, LLC, which owns and operates multiple manufacturing facilities in North America including a distribution center.

Associated Materials Innovations – Building Products Better

Associated Materials, LLC, provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, ancestry, age, disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance. We also make reasonable accommodations for disabled employees and applicants, as required by law.

Additional

Information

The actual wage offered to the successful candidate will be based on multiple factors, including, but not limited to, job‑related knowledge/skills, experience, business needs, geographical location, and internal pay parity. Compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Click to learn more about benefits.

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