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    "requisitionDescription": "<div><div><p><strong><u>Director of Installation and Service&nbsp;&nbsp;</u></strong></p><p><br></p><p><strong>Location: High Point, NC</strong><strong>&nbsp;</strong></p><p><strong>Hours: Monday &ndash; Friday/ 8am-5pm</strong></p><p><strong>Job Type: Exempt</strong></p><p><strong>Direct Reports: 4 Managers &nbsp;</strong></p><p><strong>Report To: Director of Operations &nbsp;</strong></p><p><strong>Department: Service</strong></p><p>&nbsp;</p><p><strong><u>JOB SUMMARY</u></strong></p><p>Pella Carolina, Inc is looking for a Customer Experience Manager for our Greensboro, NC location. We need a confident, talented individual who is focused on details and thrives on a challenge. We provide an independent, exciting, fast-paced, and fun work environment. The Customer Experience Manager will be responsible for the Installation and Service teams ensuring strategic planning and collaboration for the entire customer experience.&nbsp;</p><p><strong><u>ESSENTIAL DUTIES AND RESPONSIBILITIES</u></strong></p><ul><li>Always exhibits the highest standard of personal ethics and adhere to all Pella Carolina policies.</li><li>Promote a culture of safety and accountability by adhering to established protocols, proactively identifying potential risks, and fostering a workplace environment where safety is a shared priority.</li><li>Lead by example in managing, mentoring, and developing a high-performing team focused on delivering exceptional customer experiences.</li><li>Oversee the full life cycle of project execution, including scheduling, resource allocation, and quality customer service.</li><li>Champion quality control practices to ensure all installations meet company standards and meet customer expectations.</li><li>Proactively identify challenges and implement timely, effective solutions that enhance operational success for install and service team.&nbsp;</li><li>Monitor and manage operating expenses, ensuring alignment with established budgetary targets.</li><li>Foster cross-functional collaboration to build synergy between departments and strengthen overall organizational performance.</li><li>Build organizational capacity by recruiting, onboarding, and evaluating third-party installers and field service partners as needed</li><li>Utilize dashboards and performance metrics to monitor key indicators and inform data-driven decisions.</li><li>Conduct regular performance assessments and assist managers to deliver constructive feedback to team members.</li><li>Lead through innovation, fostering a culture that embraces change and continuous growth.</li><li>Ensure team members fully and effectively utilize core systems (OMS, Salesforce/PIES, PQM, Service platforms); address any deficiencies promptly.</li><li>Complete additional duties and projects as assigned by leadership and needs for the team.</li></ul><p><strong><u>REQUIRED QUALIFICATIONS</u></strong></p><ul><li>Bachelor&#39;s degree preferred&nbsp;</li><li>Five (5) plus years of experience in Customer Service or Project Management&nbsp;</li><li>Three (3) years management experience</li><li>Excellent written and verbal communication skills</li></ul><p><u><strong>BENEFITS</strong></u></p><ul><li>Competitive Compensation.</li><li>Insurance (medical, dental, vision)-First of the month after 30 days of employment.</li><li>Flexible Spending Account (FSA) to manage health and dependent care expenses.</li><li>Life Insurance.</li><li>401(k)/ 401(k) matching-50% up to 6% after 1 year of employment.&nbsp;</li><li>Profit sharing for additional financial rewards.</li><li>9 Paid Holidays.</li><li>Generous Vacation/ PTO for work-life balance.</li><li>Tuition Reimbursement to support your professional growth.</li><li>Onsite Chaplin and Bible study programs if needed for spiritual support.</li><li>On-site weight room for wellness.</li><li>Employee Assistance Program (EAP) offering confidential support and resources.&nbsp;</li></ul><p><strong>Most people talk about culture, but we live and breathe it in all that we do. &nbsp;We care about our customers and our associates. &nbsp;We strive to provide a work environment that follows our beliefs:</strong></p><ul type=\"disc\"><li><strong>Culture-&nbsp;</strong>We are a team-oriented company. We believe in our employees and strive to improve the lives of those we touch.</li><li><strong>Benefits-&nbsp;</strong>Comprehensive benefit packages</li><li><strong>Growth-&nbsp;</strong>We believe in our employees and encourage them to grow both personally and professionally. &nbsp;As a company, we invest in our employees.</li><li><strong>Work-Life Balance-&nbsp;</strong>We take pride in our employees having a well work-life balance</li><li><strong>Our People-&nbsp;</strong>Here you will work side by side with very knowledgeable people in the industry and build relationships that last.</li></ul></div></div>\n",
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