Director of Customer Service

Step into a role where youll shape the heart of the customer experience at Marvin. As the Director of Customer Service youll 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. Youll champion service excellence strengthen operational efficiency and bring new ideas forward that elevate every interaction. By partnering closely with teams across the business youll 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 youre 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.

• 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

• 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

• Bachelors degree required; masters 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.

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 weve 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 Marvins quality products including Infinity Replacement Windows and Doors and TruStile 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 everyones contribution to Marvins 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 8000 Marvin team members to experience these benefits and more. Apply today!

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 .