Director, Customer Operations

SUMMARY

This role will be responsible for developing and executing Customer Operations strategies to drive growth and maximize profitability for installer and aftermarket customers with a primary focus on online, phone and email order channels. The Director will oversee a team of professionals and work closely with cross-functional teams to ensure the delivery of exceptional service and value to our customers.

TYPE OF POSITION: Full Time SUPERVISOR: YES

STATUS: Exempt Physical Exam: NO

ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must be able to perform each essential function.

• Lead consolidation and conversion of small customer accounts to eCommerce order channel.
• Partner across the enterprise to improve end to end execution and outcomes of order to cash processes for aligned customer segments including sales, operations, finance, marketing, and IT teams.
• Coach, mentor, and develop team members to enhance their skills and capabilities, fostering a culture of continuous learning and improvement.
• Plan, direct, supervise and evaluate workflow of team. Coordinate workload activity with peers to ensure optimal resource balancing across Customer Operations team.
• Establish and implement call flow standards and quality framework.
• Monitor key performance indicators (KPIs) and metrics to track progress towards goals and identify areas for improvement and metrics development.
• Collaborate with cross-functional teams to ensure alignment and integration of efforts to support implementation of new technologies and tools.
• Prepare regular reports and presentations for senior management, summarizing performance, insights, and recommendations related to the aligned customer segments.
• Develop and implement strategy for product support and claims processes for Highline Warren and private label brands. Oversee consumer claims processes and payments.
• Ensure compliance with company policies, procedures, and regulatory requirements in all aspects of customer management.
• Oversee order entry and RGA handling for customers.

MARGINAL FUNCTIONS

The individual may be asked to perform other duties as requested.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

An individual qualified for this job must be able to:

• Excellent communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
• Analytical mindset, with the ability to interpret data, draw insights, and make data-driven decisions.
• Proven ability to thrive in a fast-paced, dynamic environment, with a strong sense of urgency and a results-oriented mindset.

• Proven leadership experience and track record of coaching for individual performance improvement and talent development.
• Ability to think strategically and problem solve to improve customer experiences.
• Ability to partner and influence across the organization. Develop relationships to improve end to end understanding of the business.
• Demonstrated flexibility to adapt to shifting demands and competing priorities.

MINIMUM EXPERIENCE, EDUCATION, AND CERTIFICATIONS

An individual qualified for this job must have and maintain the following qualifications:

• 5+ years leading a customer service team in a call center environment.
• 2+ years leading leaders strongly preferred.
• Proficiency in Microsoft Office Suite and CRM software; experience with Salesforce preferred.
• Experience leading implementation of call center technologies and eCommerce solutions preferred.
• Experience managing vendor / 3^rd party relationships.