A leading provider of windows, doors, and home improvement products for residential markets.
Drive adoption of digital tools for measurement, communication, and documentation
Ensure consistent customer communication
Identify opportunities for additional customer needs during service visits
Define selling standards across product lines and markets
Reduce backlog, improve cycle time, and strengthen operational KPIs
Thompson Creek is seeking a Director of Customer Fulfillment to lead all post-sale operational functions and help deliver a seamless, high-quality homeowner experience. This role oversees installation operations, project coordination, customer experience, resource planning, warranty services, warehouse operations, procurement, and inventory management.
Oversee receiving, storage, staging, logistics, and inventory control
Lead fulfillment functions including installation, customer experience, planning, procurement, warehouse, and warranty
Oversee documentation accuracy and timely payment collection
Maintain SOPs, quality frameworks, and operational playbooks
Promote a culture of accountability, professionalism, and customer focus
Ensure strict adherence to OSHA and safety procedures
Ensure accurate job data, photos, and documentation
Ensure accurate scheduling, milestone updates, and proactive outreach
Installer Network and Quality Execution
Lead teams across installation, CX, scheduling, planning, and warranty
Align operational capability with sales offerings and pricing
Improve profitability of service operations
Establish standardized installation processes and quality controls
Improve inventory accuracy, safety, and material readiness
Partner cross-functionally to address defect trends
Support forecasting and purchasing optimization
Manage capacity planning, forecasting, and workflow efficiency
Lead readiness checks, field audits, and punch list reduction
Build and manage a strong subcontractor installer network
Provide pre-sale guidance to reduce errors and reworks
Maintain compliance for subcontractors and internal personnel
Support talent development and performance management
The Director ensures fulfillment aligns with revenue strategy, protects margins, strengthens quality, and drives operational excellence from order to cash.
Improve cycle time from contract through installation and service
Partner with Finance to protect margins and improve productivity
Drive revenue through quality assurance, service diagnostics, and field engagement
Warehouse, Procurement, and Inventory Management
Strengthen warranty response and resolution timelines
Strong analytical and data-driven decision-making skills
Strong experience managing subcontractor networks and field execution
Proven ability to lead quality programs and improve NPS/CSAT
Ten plus years of experience leading retail or field operations in home improvement with P&L responsibility
Proficient with Microsoft Office; ability to learn SAP CRM & ERP
Background in construction workflows, materials, measurement accuracy, and job costing
Scheduling, Cycle Time, and Customer Experience
Bachelor’s degree required; master’s preferred
Fulfillment-Driven Revenue Growth