Customer Experience Manager in Grand Rapids, Michigan at Pella Windows and Doors by Horne

Pella Windows & Doors is seeking a driven and detail-oriented Customer Experience Manager to lead and elevate our builder-focused service experience. This role is responsible for developing and managing a high-performing team dedicated to delivering a white glove, VIP experience for our partners.

The ideal candidate is a strong leader who thrives on building efficient scalable processes, embraces technology, and is passionate about delivering exceptional customer outcomes. In addition to team leadership, this individual will directly manage key relationships and serve as a trusted partner to some of our top accounts.

Leadership & Team Development

• Lead, coach, and develop a builder services team focused on responsiveness, professionalism, and excellence
• Establish a culture centered on accountability, continuous improvement, and customer-first thinking
• Recruit, train, and retain top talent to support growth

White Glove Service Execution

• Design and maintain a best-in-class service experience
• Ensure timely resolution of service requests, punch lists, and jobsite issues
• Act as an escalation point for complex or high-priority service situations

Process & Operational Excellence

• Build, implement, and continuously improve scalable service processes
• Leverage technology and CRM tools to track performance, communication, and outcomes
• Monitor KPIs related to service timelines, quality, and customer satisfaction

Builder Relationship Management

• Serve as the primary point of contact for select high-value accounts
• Build long-term partnerships through proactive communication and problem-solving
• Collaborate with sales and operations teams to ensure seamless project execution

Cross-Functional Collaboration

• Partner with sales, installation, and operations teams to align on project expectations and delivery
• Provide feedback from the field to improve product, process, and customer experience

Qualifications

• 1-2 years of leadership experience in construction, building materials, or service operations
• Proven ability to lead teams and drive performance in a fast-paced environment
• Strong process orientation with a track record of building scalable systems
• High level of comfort with technology, CRM systems, and data-driven decision making
• Excellent communication and relationship management skills
• Experience working with trade professionals preferred

Key Competencies

• Leadership & Team Development
• Process Improvement & Execution
• Customer Experience Excellence
• Strategic Thinking
• Accountability & Ownership
• Technical & Digital Proficiency

What Success Looks Like

• A highly responsive, professional service team delivering a premium experience
• Strong customer relationships resulting in increased loyalty and repeat business
• Efficient, clearly defined processes that scale with business growth
• Measurable improvements in service quality, speed, and customer satisfaction

Why Join Pella?

At Pella, we don’t just provide windows and doors—we deliver solutions that help our partners build better. You’ll join a team committed to craftsmanship, innovation, and creating exceptional experiences for our customers and builder partners alike.