Director of Operations and Customer Experience; MGI

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Management Houston - MGI

2 days ago Requisition

Salary Range: $ To $ Annually

Location: Houston (preferred)

About Us

MGI International, LLC is a global leader in plastic resin distribution, backed by ITOCHU International. We serve customers in 70+ countries, delivering commodity and engineered resins alongside innovative, sustainable solutions including bio-based and recycled materials. We’re excited to connect with talented professionals who are eager to make an impact and grow with us.

Position Summary

The Director of Operations & Customer Experience is a strategic senior leader responsible for optimizing end-to-end supply chain, logistics, distribution, fulfillment, and customer service operations. This role drives operational performance, scalability, customer satisfaction, and profitability while fostering a culture centered on service excellence, continuous improvement, and sustainable growth.

Key Responsibilities

• Lead and execute operational strategies that support business growth, profitability, and customer retention.
• Oversee supply chain, logistics, warehousing, inventory management, transportation, fulfillment, and distribution operations.
• Direct domestic and international logistics activities, including global transportation networks and third-party logistics providers.
• Establish and monitor KPIs to drive operational efficiency, service performance, and customer satisfaction.
• Champion customer experience initiatives that strengthen loyalty, retention, and long‑term partnerships.
• Develop and lead high‑performing customer service and operations teams through coaching, mentoring, and succession planning.
• Partner cross‑functionally with Sales, Procurement, Finance, and Supply Chain teams to align priorities and deliver exceptional customer outcomes.
• Drive continuous improvement, process optimization, and organizational effectiveness initiatives.
• Ensure compliance with regulatory, safety, transportation, and import/export requirements while mitigating operational risks.

Required Skills & Abilities

• Proven senior leadership experience in operations, supply chain, logistics, or distribution environments.
• Advance knowledge of logistics, inventory management, warehousing, transportation, and fulfillment operations.
• Demonstrated success leading customer experience and customer service organizations.
• Exceptional people leadership, coaching, team‑building, and change management capabilities.
• Strong financial and business acumen with experience managing performance through metrics and KPIs.
• Strategic problem‑solving and analytical skills with a data‑driven decision‑making approach.
• Excellent communication, negotiation, and stakeholder management skills.
• Significant experience within industrial distribution, plastics, chemicals, polymers, resin, or related industries is preferred.
• Fully bilingual in English and Spanish, with the ability to effectively communicate and lead international teams.

Technical Requirements

• Proficiency with ERP systems, CRM platforms, warehouse management systems (WMS), and transportation management systems (TMS).
• Experience utilizing business intelligence and reporting tools to drive operational decisions.
• Strong knowledge of process improvement methodologies, operational analytics, and performance management.
• Experience implementing technology solutions that improve efficiency, scalability, and customer outcomes.

Education

• Bachelor's degree in Supply Chain Management, Business Administration, Logistics, Operations Management, Engineering, or a related field required.
• MBA or other advanced degree preferred.
• 15+ years of progressive leadership experience in operations, supply chain, logistics, distribution, or related functions.
• Demonstrated experience leading multi‑site operations, global supply chains, transportation networks, and customer‑facing teams.

Join us and play a pivotal role in shaping operational excellence, elevating customer experience, and driving the next phase of our growth and success.