Customer Experience Supervisor

At Thompson Creek Window Company, the customer experience does not stop when the contract is signed. This role is at the center of making sure every customer journey moves smoothly from sale to installation, with proactive communication, strong operational coordination, and service that builds long-term trust. We are looking for a Customer Experience Supervisor to lead a growing team of Customer Success Coordinators and drive the daily execution of our post-sale customer lifecycle. This is a hands-on leadership role for someone who thrives in a fast-paced environment, enjoys solving operational challenges, and knows how to coach teams while keeping customers at the center of every decision. You will partner closely with Sales, Project Management, Field Operations, and Service to ensure projects stay on track, escalations are resolved quickly, and customers feel supported every step of the way. What You'll Do Lead and develop a team of Customer Success Coordinators in a high-volume customer environment Own the daily post-sale customer lifecycle from contract execution through installation completion and warranty handoff Monitor team performance against SLA goals, customer satisfaction metrics, escalation resolution, and throughput targets Conduct weekly 1:1 coaching sessions, performance discussions, and ongoing development conversations Balance workloads and assign cases based on volume, complexity, and team capacity Manage escalated customer concerns with professionalism, urgency, and strong problem-solving skills Partner cross-functionally with Sales, Project Management, Field Operations, and Service teams to resolve scheduling conflicts, communication gaps, and customer-impacting issues Monitor KPI dashboards and proactively identify aging cases, workflow bottlenecks, and operational risks Drive process improvement initiatives that improve customer communication, workflow efficiency, and overall team performance Maintain accurate documentation and reporting within

SAP ECC, CRM

systems, and operational dashboards Participate in hiring, onboarding, and training new team members as the department continues to grow What You Bring 3 to 5 years of experience in customer service, customer experience, customer fulfillment, or operations 1 to 2 years of direct leadership or supervisory experience managing people in a customer-facing environment Experience leading teams against measurable KPIs, service levels, and performance goals Strong customer de-escalation and service recovery skills Ability to balance operational execution with people leadership and coaching Strong organizational skills with the ability to manage multiple priorities simultaneously Experience working within CRM and ERP systems for case management and reporting Proficiency with Microsoft Office Suite, especially Excel and Outlook Excellent written and verbal communication skills Comfortable working cross-functionally with multiple departments and stakeholders Experience with SAP ECC, home improvement, construction, or residential service operations is a plus Associate's or Bachelor's degree preferred, or equivalent professional experience Why Thompson Creek? For more than 45 years, Thompson Creek has built a reputation on quality, trust, and results. Today, we are evolving into something more. A technology-enabled home improvement company focused on delivering a seamless, end-to-end customer experience. As a family-owned business with local manufacturing, we control what matters. From product quality to customer satisfaction. That means stronger outcomes for homeowners and a more reliable, rewarding environment for our team. Whether you are in sales, operations, technology, or corporate support, your work directly impacts the homeowner experience. You are not just part of a company. You are part of a team building something that lasts. Headquartered in Lanham, Maryland, with our manufacturing facility in Upper Marlboro, we serve customers across the Mid-Atlantic while continuing to grow. EOE • Drug-Free Workplace • We celebrate diversity and are committed to creating an inclusive environment for all employees.