Manager Customer Experience

Position Overview

The Customer Experience Manager is responsible for designing, leading, and continuously enhancing the end-to-end customer journey for Western Architectural Openings, part of MITER Brands. This role ensures a seamless, elevated experience across all touchpoints—from initial consultation to post-installation support—while reinforcing Western’s position as a luxury, design-forward brand.

• Design and continuously improve the end-to-end customer journey, ensuring a seamless, high‑touch experience across all phases.
• Lead, mentor, and develop a team of Customer Experience Specialists, fostering a culture of accountability, empathy, and proactive problem‑solving.
• Implement and manage a single point of contact model, delivering concierge‑level service and elevating the customer experience to align with Western’s luxury brand positioning.
• Develop and document best‑in‑class processes, playbooks, and training programs to standardize white‑glove service delivery.
• Partner cross‑functionally with Operations, Sales, Marketing, Engineering, IT, and Service teams to ensure alignment and a consistent customer experience.
• Establish and monitor KPIs (customer satisfaction, response times, issue resolution, etc.) and leverage insights to drive continuous improvement.
• Act as a champion of the Western brand, ensuring every interaction reflects quality, professionalism, and premium service.
• Demonstrate MITER Brands’ Guiding Principles in all business interactions.
• Perform other duties as assigned.

• Proven leadership experience in customer experience, hospitality, luxury retail, or a related field.
• Demonstrated success designing and implementing customer‑centric programs and service models.
• Passion for delivering white‑glove, concierge‑level customer service.
• Strong communication, coaching, and team development skills.
• Experience with CRM systems, customer journey mapping, and performance metrics tools preferred.
• Ability to thrive in a fast‑paced, evolving environment with a high degree of ownership and accountability.
• Bachelor’s degree in Business, Marketing, Construction Management, or a related field strongly preferred.
• 5+ years of experience in sales, customer experience, service, or manufacturing within the window and door or building products industry.

Travel required; occasional overnight travel may be necessary.

• Competitive pay.
• 401(k) retirement plan with company match.
• Paid Time Off (PTO) and paid holidays.
• Health and Wellness – three comprehensive medical plan options, prescription drug coverage, dental insurance, vision insurance, Teladoc virtual healthcare services, and Employee Assistance Program.
• Financial Protection – company‑paid life insurance, voluntary life insurance, company‑paid short‑term disability, company‑paid long‑term disability, supplemental hospital indemnity insurance, critical illness insurance, accident insurance.
• Additional Benefits – tuition reimbursement program, legal insurance, identity theft protection, pet insurance, and team member discount program.

MITER Brands, including MI Windows and Doors, Milgard, and PGT Innovations, is an equal opportunity employer. We are committed to fostering an inclusive workplace and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, or any other protected status under applicable law.

The company does not offer employer sponsorship at this time. Candidates must provide truthful and complete information regarding their eligibility to work in the U.S. and any current or future need for employment sponsorship. Misrepresentation regarding work authorization or sponsorship at any stage of the hiring process will result in disqualification from consideration, rescission of an employment offer, or termination of employment.