Manager, Customer Service

Job Description

Manager, Customer Service

Location:

Temecula, CA

Schedule:

Full-Time | Monday-Friday | 8:00 AM-5:00 PM | 100% Onsite
Travel:  Up to 15% throughout the Southern California and Desert Mountain regions
Compensation:  $95,600 - $119,500 annually, plus eligibility for a 5% target bonus

About the Role  Milgard Windows & Doors is seeking an experienced  Manager, Customer Service  to join our Temecula leadership team. This role is responsible for leading customer care, warranty, and field service operations across the Southern California and Desert Mountain regions while delivering an exceptional customer experience and building a high-performing team focused on operational excellence.

As a key member of the site leadership team, you will oversee a customer service and field service organization of more than  50 employees , manage escalated customer issues, drive process improvements, and partner closely with Manufacturing, Quality, Sales, and Operations leaders to identify solutions and enhance service delivery. The ideal candidate is a strong people leader who can balance customer satisfaction, employee development, operational performance, and cost management while fostering a culture of accountability and continuous improvement.

What You'll Do   Lead customer care, warranty, and field service operations across the Southern California and Desert Mountain regions, including Las Vegas, Arizona, Utah, Colorado, and New Mexico.
Lead and develop a customer service and field service organization of  50+ employees .
Coach, mentor, and develop supervisors, coordinators, service professionals, and field service teams to drive engagement, accountability, and performance.
Leverage leadership through supervisors and team leads, when applicable, to support team effectiveness and operational goals.
Serve as the escalation point for complex customer concerns, ensuring timely and effective resolution.
Drive customer satisfaction by creating a service-focused culture and ensuring a positive customer experience throughout the service lifecycle.
Balance service costs with customer expectations while maintaining high levels of customer satisfaction and operational efficiency.
Manage staffing, scheduling, workforce planning, and departmental budgets to support operational goals.
Analyze customer service trends and performance metrics to identify opportunities for improvement.
Partner with Manufacturing, Operations, Sales, Engineering and Quality teams to resolve recurring issues and improve product and service outcomes.
Develop and implement process improvements that enhance efficiency, reduce costs, and improve customer satisfaction.
Utilize CRM systems and reporting tools to manage customer interactions and support data-driven decision-making.
Ensure compliance with company policies, safety standards, and operational procedures.
Contribute as an active member of the Temecula Leadership Team in support of site and organizational objectives.

Qualifications  Required   5+ years of customer service leadership experience.
5+ years of people management experience.
Experience leading teams of  50 or more employees .
Demonstrated success resolving escalated customer issues and complex service-related challenges.
Strong critical thinking, problem-solving, and decision-making skills.
Experience managing departmental budgets and operational performance.
Ability to effectively prioritize and manage multiple responsibilities in a fast-paced, constantly changing environment.
Excellent communication, coaching, and relationship-building skills.
Proficiency with Microsoft Office applications and CRM systems.

Preferred   Experience leading supervisors, team leads, or other people leaders.
Experience in manufacturing, building products, construction, fenestration, home improvement, or related industries.
Experience leading customer service, warranty service, service operations, or contact center teams.

Experience with Salesforce, Oracle, or similar CRM platforms.
Bachelor's degree or equivalent combination of education and experience.

What Makes You Successful   You are a strong people leader who enjoys coaching and developing others.
You excel at…