Director of Customer Service Job Waterloo area,Iowa USA,Customer Service/HelpDesk

Job Overview:

Step into a role where you’ll shape the heart of the customer experience the Director of Customer Service, you’ll lead the talented team responsible for supporting our premium, highly customizable products and ensuring customers feel guided, informed, and inspired throughout their journey with us. You’ll champion service excellence, strengthen operational efficiency, and bring new ideas forward that elevate every interaction. By partnering closely with teams across the business, you’ll help drive a customer experience that feels seamless, trusted, and distinctly Marvin.

The Director will lead a team that provides architectural, technical, and sales support for a premium and complex product portfolio. This position requires a balance of leadership, customer care, process improvement, and performance management.

This job is located in Warroad, MN. If you're considering relocating to Warroad, you may be eligible for a relocation benefit package to assist with your move. Marvin offers an extensive relocation benefit package that includes the movement of your household goods, temporary housing, and much more - in addition to a relocation counselor to assist you throughout the entire journey.

Highlights

of your role:

Manage and develop a team of direct reports across Customer Care and Operations Support.
Shape key performance measures that strengthen trust, loyalty, and brand affinity
Transform customer insights into thoughtful improvements and enhanced service moments
Monitor and drive performance metrics (CSAT, NPS, turnaround times, resolution rates, eNPS, and retention).
Collaborate with Operations, CX, Digital, Sales, and Marketing to support engagement strategies, product launches, and campaigns.
Support the evolution of tools and processes that modernize and elevate the customer experience

You're a good fit if you have (or if you can):

Inspire teams to deliver with poise, professionalism, and a polished service mindset
Use data and insights to guide sophisticated, strategic decisions
Create scalable solutions that protect and elevate the customer journey
Build strong cross-functional relationships grounded in clarity and collaboration
Lead digital transformation using Salesforce workflows and AI to modernize service

Also want to make sure you have:

Bachelor’s degree required; master’s preferred
8+ years in progressive customer service leadership roles, with proven success in team development and cross-functional collaboration.
Familiarity with customer care systems and emerging technologies.
Occasional travel to customer sites and internal teams.

We invite you to See Yourself at Marvin:

From people to products, Marvin is committed to creating better ways of living. When you join this family-owned and
-led window and door company, you belong to a community full of opportunities.

For more than a century, we’ve been at the forefront of designing, building, and engineering premium, award-winning products. Today, Marvin is also proud to have been named a Top Large Employer by Forbes Magazine two years in a row, in 2024 and 2025. With operations in 19 cities across North America, we manufacture Marvin’s quality products, including Infinity Replacement Windows and Doors, and Tru Stile Doors.

Together, we uphold our values and foster a culture where safety and the wellbeing of our people comes first. We take a better living approach with benefits to support you at work and beyond. From day one, you will enjoy health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match and more!

Some of our unique and most popular benefits include:

$300 annual wellbeing account to spend on what helps you feel happy + healthy
Better Living Day! (a paid day off to go have some fun)
Annual profit sharing – recognizing everyone’s contribution to Marvin’s success
Giving at Marvin – participate in organized volunteer opportunities
Brighter Days Fund – financial support from your colleagues and the Marvin family during personal hardships

Join the more than 8,000 Marvin team members to experience these benefits and more. Apply today!

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 requiring reasonable accommodation for any part of the application and hiring process may contact us at .

Compensation: $135,000 - $180,000