Director of Commercial Operations

Overview

The Director of Commercial Operations will lead a team responsible for delivering the best customer experience in the industry. Managing the primary touch points with the customer, this highly visible leadership role will have broad multi-department responsibility. Relying on your commercial operations and customer service expertise you will inspire, mentor, and manage a committed group to transform customer interactions from reactive to proactive value driven experiences.

This role will report directly to the Vice President/General Manager and will be part of the senior leadership team.

• Develop and implement strategies for the commercial operations team that align with the overall business strategy and goals.
• As the architect for customer excellence, set the vision, operating processes, and success metrics for the team
• Lead, inspire, and mentor a high-performing team which includes inside sales, technical support, field service, project management, and order processing.
• Foster a culture of accountability, continuous improvement, and customer-centricity.
• Set clear KPIs for performance, productivity, and quality
• Oversee the customer journey from quote to post-sale support ensuring the teams are effectively supporting our customers
• Drive improvements in process and structure with role and responsibility clarity supported by training and continuous improvement
• Ensure the team has deep product and application knowledge establishing robust escalation protocols within the team.
• Transform Support into Value by designing support processes that leverage proactive outreach that significantly reduces the effort and time for our customers.
• Cultivate relationships and drive growth by uncovering potential opportunities to grow “share of wallet” for both product and service within our established customers.
• Acting as the internal voice of the customer, ensure customer needs are met quickly with support of other leaders and their teams.
• Partnering with Sales, Marketing, Manufacturing, Engineering, and Product Management facilitate action alignment to meet customer needs, on-time delivery, and technical support
• Deliver regular reporting on KPIs, trends, forecasts, and insights
• Translate data into strategic decisions and resource planning
• Present findings to the leadership team with recommended improvements

• Bachelor’s degree in business, marketing, engineering, or equivalent
• 8-10 years of customer service, sales, or customer experience leadership
• 3+ years in a senior management role (Senior Manager, Director, or equivalent)
• Proven track record leading large or multiple department teams
• Experience developing and scaling customer support operations
• Excellent leadership and influencing skills with cross functional teams
• Proficiency with MS Office products, including Power
  
  BI and CRM software

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. A candidate must be detail oriented and be able to creatively solve problems while using the materials and facts ellent interpersonal skills, emotional intelligence, and flexibility to work on multiple projects and assignments is critical.

A candidate must possess the ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, government regulations, and agency standards. They must also possess the ability to write reports, business correspondence, work instructions, effectively present information, and respond to questions from team members, peers, groups of executives, managers, engineers, contractors, customers, and the public.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; talk or hear and taste or smell. The employee is frequently required to climb or balance. The employee must regularly lift and /or move up to 10 pounds, occasionally lift and/or move up to 25 pounds and occasionally lift and/or move up to 75 pounds