Director of Customer Operations

Overview:

As the Director of Customer Operations, you will oversee and lead all aspects of the company’s customer operations. This role combines strategic leadership with operational expertise to ensure the creation of compliant, efficient, and scalable processes that support exceptional customer experiences. You will drive continuous improvement in customer-facing processes, manage a growing team, and ensure the operations of the company align with business objectives. This role requires ownership of end-to-end customer operations, including Sales Operations, Order Fulfillment, RMA Processing, and more.

Key Responsibilities:

Leadership & Team Development:

• 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.

Customer Operations Management:

• 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.

Process Improvement & Efficiency:

• 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.

Compliance & Best Practices:

• 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.

Customer & Stakeholder Engagement:

• 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.

Required Skills & Experience:

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