Customer Service Onboarding & Training Manager

Who We Are

Join 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 & 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 & facilitation
• Quality assurance & coaching
• Process standardization
• Cross-functional collaboration
• Continuous improvement mindset

About Us

When 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