Senior Director, Customer Operations

The Customer Operations Leader will direct the BIS team in its goal to ensure a consistently excellent customer experience for our fuel customers. They will direct the Customer Logistics, Customer Account Support and Customer Experience team leaders to foster a cohesive, strategic approach to customer relationships with a zero error mentality. Success in this role looks like creating a team that takes pride in delivering customer service that makes our customers feel like they have been taken care of from their first interaction with us to the last.

This role will be held accountable for supporting the Fuels Marketing teams in making their P&L.

At Global Partners, business starts with people. Since 1933, we’ve believed in taking care of our customers, our guests, our communities, and each other—and that belief continues to guide us.

The Global Spirit is the cornerstone of our commitment to success. As a Fortune 500 company with 90+ years of experience, we’re proud to fuel communities—responsibly and sustainably. We show up every day with grit, passion, and purpose—anticipating needs, building lasting relationships, and creating shared value.

• Responsible for the daily fuel loading and delivery activities of Terminals, FM and S&T
• Leads multiple teams of lower level executives, directors/senior managers, and managers.
• Leads and directs the work of the Customer Operations team and has responsibility for personnel actions including hiring, performance management, and termination.
• Collaborates with other members of the executive management team to align departmental strategy or direction with the overall goals of the organization.
• Design and implement Global’s 24/7 customer service offering
• Establish and maintain strong relationships with key stakeholders in each of the business units
• Ensure that all teams are aligned on customer experience goals and priorities
• Develop and implement customer experience strategies
• Establish and track key KPIs and annual performance goals for the team
• Inspire and motivate team to achieve goals and deliver exceptional customer experiences
• Offer guidance and support to team members ensuring they have resources and tools they need to succeed
• Responsible for the creation and delivery of policies and practices for customer relationship management, issue resolution, product support services, etc.
• Establishes and implements strategies that have mid to long-term (3-5 years) impact on business results in alignment with Business Unit objectives.
• Develops mid to long-term (3-5 years) plans for optimizing the department and the talent required to execute strategies in job area.

• High level of experience in customer service in the petroleum industry
• Excellent verbal and written interpersonal and communications skills
• Familiarity with:
  Right Angle, TABS, PDI, CRM, Costar and Docusign
• Experience with implementing mechanisms for collecting customer feedback
• Skilled in streamlining processes, prioritizing tasks and meeting deadlines in a fast-paced environment
• Understanding of each of the four BU’s business and needs
• Bachelor's Degree Degree in Business or similar degree

Pay Range$ - $

The pay range for this position is outlined above. The final amount offered at the start of employment is determined based on factors including, but not limited to, experience level, knowledge, skills, abilities and geographic location, and the Company reserves the right to modify base salary at any time, including for reasons related to individual performance, Company or individual department/team performance and market factors.