Customer Operations Manager

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Dana is a global leader in the supply of highly engineered driveline, sealing, and thermal-management technologies that improve the efficiency and performance of vehicles with both conventional and alternative-energy powertrains. Serving two primary markets – passenger vehicle and commercial truck equipment – Dana provides the world's original-equipment manufacturers and the aftermarket with local product and service support through a network of nearly 100 engineering, manufacturing, and distribution facilities.

• Lead a multi-country Customer Operations organization supporting customers throughout the United States and Canada.
• Directly manages Supervisors, Team Leads, Technical Support Specialists, and Customer Service Representatives.
• Provide leadership, coaching, mentoring, employee development, and succession planning.
• Conduct annual performance reviews, mid-year reviews, talent assessments, goal setting, and performance improvement activities.
• Approve employee time off requests and oversee workforce planning and staffing requirements.
• Develop and execute Customer Operations strategies aligned with Aftermarket business objectives.
• Serve as the primary escalation point for critical customer issues impacting service, delivery, order fulfillment, product support, and customer satisfaction.
• Lead cross-functional resolution efforts involving Sales, Supply Chain, Manufacturing, Distribution, Finance, Quality, IT, and Technical Support teams.
• Own operational performance metrics including phone performance, chat performance, case management, productivity, response times, escalation resolution, and customer satisfaction.
• Drive achievement of customer service goals includes response within 3 hours and case closure within 24 hours.
• Develop, analyze, and present KPI dashboards, performance reporting, and operational insights to leadership.
• Lead customer operations projects supporting continuous improvement, process improvements, system enhancements, organizational changes, and business growth initiatives.
• Represent Customer Operations in enterprise system implementations and enhancements, including requirements gathering, process design, testing, user acceptance testing, training, and change management activities.
• Collaborate with cross-functional teams to develop and enhance customer-facing digital platforms and self-service solutions that improve customer experience and operational efficiency.
• Lead workforce transition initiatives, including organizational restructuring, staffing strategy, recruitment support, onboarding, training, knowledge transfer, and operational stabilization activities.
• Prepare and deliver presentations to customers, leadership teams, and cross-functional stakeholders.
• Represent Customer Operations in leadership meetings, business reviews, and strategic planning discussions.
• Partner with Sales and Customer Account teams to support customer retention, growth opportunities, and customer experience initiatives.
• Travel domestically and internationally, including Mexico, to support employee development, operational alignment, process standardization, and business objectives.
• Drive a culture of accountability, collaboration, continuous improvement, and customer focus.

• Makes decisions regarding workforce planning, staffing recommendations, employee development, performance management, and day-to-day operational execution within Customer Operations.
• Provides leadership and direction to Supervisors, Team Leads, Technical Support Specialists, and Customer Service Representatives.
• Exercises independent judgment in prioritizing customer escalations, operational issues, resource allocation, and service recovery efforts.
• Recommend process improvements, organizational changes, staffing adjustments, and operational initiatives to improve efficiency, customer experience, and business performance.
• Influences cross-functional decision-making through collaboration with Sales, Supply Chain, Manufacturing, Distribution, Finance, Quality, IT, and Technical Support organizations.
• Represents Customer Operations in leadership discussions and provides recommendations regarding customer trends, service performance, operational risks, and improvement opportunities.
• Responsible for achieving operational performance objectives related to customer responsiveness, case resolution, productivity, service levels, and customer…