Customer Service Onboarding & Training Manager
Associated Materials Innovations, Cuyahoga Falls, OH, United States
Position Summary
The
Customer Experience Enablement Manager
is responsible for designing, developing, and scaling training, quality, and knowledge management programs across the Customer Experience organization, including Customer Service and Warranty. This role ensures consistent, high-quality customer interactions by equipping associates—and at times customers—with the tools, training, and insights needed to succeed.
Responsibilities
Training & Enablement
Design and deliver onboarding and ongoing training programs for Customer Service and Warranty associates
Facilitate training sessions for internal teams and, when appropriate, deliver customer‑facing training
Partner with subject matter experts (SMEs) to develop specialized training content across products, systems, and processes
Build scalable learning paths, curriculum, and certification programs
Quality Assurance & Performance Improvement
Establish and manage call quality monitoring programs across Customer Service and Warranty teams
Define quality standards, scorecards, and coaching frameworks
Analyze performance trends to identify gaps and drive targeted training and coaching
Partner with leadership to implement continuous improvement initiatives
Knowledge Management
Develop and maintain a centralized knowledge base, transforming tribal knowledge into structured, accessible content
Standardize processes, documentation, and best practices across teams
Ensure content accuracy, usability, and ongoing updates
Cross‑Functional Support
Collaborate with Operations, IT, Sales, and Product teams to ensure alignment of training and messaging
Support customer‑facing education initiatives, particularly related to product knowledge and service expectations
Provide backup support to Customer Service leadership as needed
What We’re Looking For
5+ years of experience in customer service, warranty, order management, or other customer‑facing roles
Bachelor’s degree preferred, not required
Strong knowledge of building products, specifically windows and siding, highly preferred
Demonstrated experience in training, enablement, or quality assurance preferred
Experience working with CRM and ERP systems, including Salesforce and IBM AS/400 strongly preferred
Proven ability to translate complex processes and product knowledge into clear, structured training content
Strong facilitation, communication, and stakeholder management skills
Analytical mindset with experience using data to drive performance improvements
Instructional design and facilitation
Quality assurance and coaching
Process standardization
Cross‑functional collaboration
Continuous improvement mindset
Additional Information
The actual wage offered to the successful candidate will be based on multiple factors, including, but not limited to, job‑related knowledge/skills, experience, business needs, geographical location, and internal pay parity. Compensation decisions are dependent upon the facts and circumstances of each position and candidate.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
#J-18808-Ljbffr
The
Customer Experience Enablement Manager
is responsible for designing, developing, and scaling training, quality, and knowledge management programs across the Customer Experience organization, including Customer Service and Warranty. This role ensures consistent, high-quality customer interactions by equipping associates—and at times customers—with the tools, training, and insights needed to succeed.
Responsibilities
Training & Enablement
Design and deliver onboarding and ongoing training programs for Customer Service and Warranty associates
Facilitate training sessions for internal teams and, when appropriate, deliver customer‑facing training
Partner with subject matter experts (SMEs) to develop specialized training content across products, systems, and processes
Build scalable learning paths, curriculum, and certification programs
Quality Assurance & Performance Improvement
Establish and manage call quality monitoring programs across Customer Service and Warranty teams
Define quality standards, scorecards, and coaching frameworks
Analyze performance trends to identify gaps and drive targeted training and coaching
Partner with leadership to implement continuous improvement initiatives
Knowledge Management
Develop and maintain a centralized knowledge base, transforming tribal knowledge into structured, accessible content
Standardize processes, documentation, and best practices across teams
Ensure content accuracy, usability, and ongoing updates
Cross‑Functional Support
Collaborate with Operations, IT, Sales, and Product teams to ensure alignment of training and messaging
Support customer‑facing education initiatives, particularly related to product knowledge and service expectations
Provide backup support to Customer Service leadership as needed
What We’re Looking For
5+ years of experience in customer service, warranty, order management, or other customer‑facing roles
Bachelor’s degree preferred, not required
Strong knowledge of building products, specifically windows and siding, highly preferred
Demonstrated experience in training, enablement, or quality assurance preferred
Experience working with CRM and ERP systems, including Salesforce and IBM AS/400 strongly preferred
Proven ability to translate complex processes and product knowledge into clear, structured training content
Strong facilitation, communication, and stakeholder management skills
Analytical mindset with experience using data to drive performance improvements
Instructional design and facilitation
Quality assurance and coaching
Process standardization
Cross‑functional collaboration
Continuous improvement mindset
Additional Information
The actual wage offered to the successful candidate will be based on multiple factors, including, but not limited to, job‑related knowledge/skills, experience, business needs, geographical location, and internal pay parity. Compensation decisions are dependent upon the facts and circumstances of each position and candidate.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
#J-18808-Ljbffr