Customer Operations Manager

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.

Job Purpose Lead Customer Operations strategy and execution, supporting customers throughout the United States and Canada, through call centers located in Maumee, Ohio, and Toluca, Mexico. Responsible for customer experience, operational performance, employee development, escalation management, business process improvement, digital transformation initiatives, and cross-functional collaboration to support Original Equipment and Aftermarket business objectives.

Organization Scope:

Direct Reports: 12

Indirect Reports: 3

Leadership Positions Managed:
Supervisor, Team Leads, Technical Support Specialists, and Customer Service Representatives Geographic Team Scope:
United States and Mexico Customer Support Scope:
United States and Canada

Job Duties and Responsibilities 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…