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Associated Materials Innovations · 2 hours ago

Sr. Director, Customer Service & Warranty

Greater Cleveland

Full-time

Hybrid

Director/Executive

10+ years exp

Associated Materials Innovations is a leading North American manufacturing business specializing in exterior building products. The Senior Director, Customer Service & Warranty is responsible for providing operational leadership for customer service functions, ensuring a consistent customer experience, and driving performance management across teams.

Manufacturing

Hiring Manager

Elaine Gallagher

Responsibilities

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

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

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

Define and manage KPIs and SLAs including resolution time, quality, and customer satisfaction

Ensure accurate, timely reporting and corrective action

Drive continuous improvement initiatives

Build and scale high-performing teams using standard work and accountability

Ensure staffing models support demand and growth

Directly manage:

– Manager of Customer Service

– Director of Warranty

– Order Fulfillment Coordinators

Foster an execution-focused, customer-centric culture

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

Qualification

Customer service leadershipWarranty operations managementPerformance managementCall center managementChange managementCommunication skillsLeadership skills

Required

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

Company

Associated Materials Innovations

Associated Materials Innovations (AMI) is a leader in the manufacturing of exterior building products across North America with award winning brands and products.

Founded in 1984

Akron, Ohio, USA

1001-5000 employees