What are the responsibilities and job description for the Post Sales Customer Experience Manager position at Window World of Oklahoma City?
Company Overview
At Window World of Oklahoma City, OK, we're trusted leader in exterior remodeling - specializing in replacement window, siding, and doors. Our commitment to quality and customer satisfaction drives every project we complete. We're seeking a highly organized and systems-driven leader to join our team as a Post-Sales Experience Manager to help us deliver an exceptional customer journey after the sale.
Position Summary
The Post-Sales Customer Experience Manager oversees the entire post-sale lifecycle of our residential exterior remodeling projects. You'll ensure accurate measurements, efficient product ordering, job readiness, and high-quality installation - all while delivering an outstanding homeowner experience. You'll lead installation logistics, subcontractor coordination, and warranty service operations to streamline execution and maximize customer satisfaction.
Key Responsibilities
At Window World of Oklahoma City, OK, we're trusted leader in exterior remodeling - specializing in replacement window, siding, and doors. Our commitment to quality and customer satisfaction drives every project we complete. We're seeking a highly organized and systems-driven leader to join our team as a Post-Sales Experience Manager to help us deliver an exceptional customer journey after the sale.
Position Summary
The Post-Sales Customer Experience Manager oversees the entire post-sale lifecycle of our residential exterior remodeling projects. You'll ensure accurate measurements, efficient product ordering, job readiness, and high-quality installation - all while delivering an outstanding homeowner experience. You'll lead installation logistics, subcontractor coordination, and warranty service operations to streamline execution and maximize customer satisfaction.
Key Responsibilities
- Project Management: Oversee each project from contract signing to job completion, including field measurements, ordering, and scheduling.
- Scheduling & Coordination: Manage installation calendars, subcontractor assignments, and service appointments.
- Subcontractor Oversight: Recruit and supervise install crews, perform quality control checks, and maintain installation standards.
- Customer Experience: Serve as the main point of contract post-sale. Provide proactive communication, issue resolution, and post-install follow-up.
- Warranty & Service: Lead the warranty resolution process and coordinate service teams to address punch items quickly and professionally.
- Process Optimization: Develop and Implement SOPs for project flow, staging, communication, and reporting.
- Performance Reporting: Track KPI's including on-time installs, job accuracy, service closeout time, and customer satisfaction scores.
Qualifications
- 3-5 years of experience in residential construction, remodeling operations, project management, or logistics.
- Strong leadership, problem-solving, and decision-making skills.
- Familiarity with CRM tools, project tracking software, and spreadsheets.
- Highly organized, detail-oriented, and process-driven.
- Excellent communication with customers, vendors, and installation teams.
- Experience managing subcontractors, field crews, or service teams a strong plus.
Performance Goals (KPI's) include:
- 90% On-Time Install Rate
- < 45 Days from Sale to Completion
- >98% Order Accuracy
- > 4.5 Customer Satisfaction Score
- > 7-10 Days for Service Closeouts
Benefits & Compensation
- Competitive base salary ($47K-$75K) based on experience
- Performance-based incentive tied to company revenue and KPI's
- Health Insurance (optional based on package)
- Paid time off (vacation, sick leave)
- Company vehicle or allowance (if applicable)
Join a team that values quality, teamwork, and customer satisfaction.
Apply not to take ownership of the customer experience and help us deliver excellence in every job by contracting:
Salary : $47,000 - $75,000