Director of Customer Operations

Director of Customer Operations

Requirements

• 10+ years in customer operations, sales operations, or a similar role, with at least 4-5 years in a leadership capacity.
• Proven experience in leading and scaling high-performing teams, fostering collaboration and accountability across departments.
• Expertise in developing and implementing efficient and compliant operational processes, including the ability to optimize workflows and eliminate inefficiencies.
• Experience with SOX, SOD, and other regulatory standards, with a focus on creating and maintaining compliant processes.
• Strong ability to analyze data and solve complex operational issues while improving performance.
• Advanced experience with ERP systems (preferably Oracle) and proficiency in MS Office Suite, particularly Excel.
• Strong project management skills, with experience driving cross-functional initiatives and managing multiple priorities in a fast-paced environment.
• Exceptional verbal and written communication skills, with the ability to present complex information clearly to all levels of the organization.

Responsibilities

• Lead and oversee all customer operations functions, ensuring the creation and execution of efficient, scalable, and compliant processes.
• Manage and grow the customer operations team, providing leadership, mentoring, and development opportunities to ensure high performance.
• Foster a high-performance culture by aligning the team’s goals with company objectives and driving operational excellence.
• Own and manage all aspects of the customer order lifecycle, including price quoting, order fulfillment, backlog management, on-time deliveries, and customer inquiries.
• Ensure processes are compliant with internal standards and external regulations, including SOX and SOD requirements.
• Collaborate cross-functionally with departments like accounting, IT, supply chain, and legal to ensure smooth execution of processes and alignment with company goals.
• Develop and implement best practices for managing customer escalations, ensuring timely and effective resolutions to complex issues.
• Identify opportunities for process optimization across the customer operations function to improve efficiency and eliminate manual tasks.
• Drive continuous improvements in order processing, RMA handling, customer communications, and other key operational areas.
• Own and implement scalable solutions to support business growth, ensuring systems and processes can scale effectively as the company expands.
• Develop and track key performance indicators (KPIs) to measure the success of operational processes.
• Ensure compliance with all relevant regulations and standards, including developing and maintaining SOPs and ensuring alignment with SOX and SOD audits.
• Develop, implement, and regularly update internal controls and policies to maintain compliance and mitigate risk.
• Ensure alignment of customer operations processes with overall company goals, ensuring seamless collaboration across teams.
• Establish strong relationships with key customers and internal stakeholders, ensuring their needs are met and expectations exceeded.
• Collaborate with senior leadership to develop strategies that enhance the customer experience while driving operational efficiency.
• Analyze customer feedback and market trends to identify opportunities for process improvements and product innovations that benefit customers.
• Own and manage customer satisfaction metrics, developing strategies to address areas of concern.

Preferred Qualifications

No preferred qualifications provided.