Customer Service Onboarding & Training Manager

Customer Experience Enablement ManagerJoin us at Associated Materials, LLC, where you can be AMazing!At Associated Materials, we combine our rich history in innovation with an unwavering commitment to continuous improvement and the customer experience. For decades, we have provided exterior building products that have helped build homes and communities across North America, and we look toward the future with the same aspirations as we learn, grow, and set new standards of excellence.As a leading manufacturer and distributor of exterior building products, you'll have the opportunity to contribute ideas in a welcoming and supportive work environment driven by safety and our core values. Join the AM team where you can be AMazing as we shape our future together.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.This leader partners cross-functionally to capture institutional knowledge and translate it into structured, scalable learning that supports both internal teams and external customer education.What to Expect:Training & EnablementDesign and deliver onboarding and ongoing training programs for Customer Service and Warranty associatesFacilitate training sessions for internal teams and, when appropriate, deliver customer-facing trainingPartner with subject matter experts (SMEs) to develop specialized training content across products, systems, and processesBuild scalable learning paths, curriculum, and certification programsQuality Assurance & Performance ImprovementEstablish and manage call quality monitoring programs across Customer Service and Warranty teamsDefine quality standards, scorecards, and coaching frameworksAnalyze performance trends to identify gaps and drive targeted training and coachingPartner with leadership to implement continuous improvement initiativesKnowledge ManagementDevelop and maintain a centralized knowledge base, transforming tribal knowledge into structured, accessible contentStandardize processes, documentation, and best practices across teamsEnsure content accuracy, usability, and ongoing updatesCross-Functional SupportCollaborate with Operations, IT, Sales, and Product teams to ensure alignment of training and messagingSupport customer-facing education initiatives, particularly related to product knowledge and service expectationsProvide backup support to Customer Service leadership as neededWhat We're Looking For:5+ years of experience in customer service, warranty, order management, or other customer-facing rolesBachelor's degree preferred, not requiredStrong knowledge of building products, specifically windows and siding, highly preferredDemonstrated experience in training, enablement, or quality assurance preferredExperience working with CRM and ERP systems, including Salesforce and IBM AS/400 strongly preferredProven ability to translate complex processes and product knowledge into clear, structured training contentStrong facilitation, communication, and stakeholder management skillsAnalytical mindset with experience using data to drive performance improvementsInstructional design & facilitationQuality assurance & coachingProcess standardizationCross-functional collaborationContinuous improvement mindsetAbout UsWhen you join Associated Materials, LLC, you become part of a noble industry and a team of more than 3,500 employees who are proud to enhance the places we live with quality, innovative, and sustainable products. Headquartered in Cuyahoga Falls, Ohio, we are a leader in the building products industry, operating as three businesses: Associated Materials Innovations, Alside and Gentek Building Products. We are united by our core values that are all about being AMazing, which guide us to prioritize safety above all else, lead with trust, and speak the truth.Additional InformationThe 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.