Overview

The Sr. Director of Customer Operations is responsible for leading dispersed global teams to optimizes the customer experience and total cost to serve using a data-driven, end-to-end Global Supply Chain approach.  

 

This role requires strategic thinking, strong leadership, and the ability to drive continuous improvement across highly cross-functional processes and global teams.

What You'll Do

Strategic Thinker & Customer Advocate

Lead organization level initiatives that improve the overall Global Supply Chain value stream’s efficiency and customer satisfaction. Provide thought leadership on future organizational structure that streamlines process, improves first pass quality, and minimizes cost to serve. Lead the identification and adoption of standard processes from other regions to drive rapid improvement. Lead the development and implementation of new global cross-functional KPIs/Scorecards would provide needed insights to continuously improve processes and outcomes

 

Lead Strategic Execution

Define and work cross-functionally to create global standard methodology order-writing rules  Present a monthly scorecard on Global Supply Chain operational performance and drive cross-functional improvement initiatives and follow through Identify gaps in Global Supply Chain KPI/metrics scorecard and collaborate with global business analytics teams to continuously improve insights and delivery 

 

Collaborative Connector

Partner with global sales leadership to drive customer fulfillment objectives.  Collaborate with Supply Chain Operations and Distribution leaders to identify and close complex cross functional process breakpoints in order to increase service levels and streamline order execution.

 

Progressive Practitioner

Drive innovation through people, process, and technology. Develop and implement a strategy to improve problem-solving and analytical skills within the global team. Drive continuous process improvement and efficiency of highly complex global processes.

 

Talent Champion

Provide motivation and mentorship to Managers and CSRs. Push ownership and accountability for problem resolution and driving results. Strategically plan organization and resource needs to capitalize on new business opportunities.
  What You'll Bring to the Table This role requires a bachelor’s degree in supply chain management, logistics, business administration, engineering or a related field.  An MBA or master’s degree or equivalent experience in a related field is strongly preferred. Minimum of 10 years of senior experience in customer operations, supply chain management, or a related field  Significant experience with Omni Channel (Retail, Wholesale, Distributors, Digital)  Proven ability to drive business results within a dynamic, double-digit growth company  Consistent track record of leading leaders and developing high-performing teams across multiple regions is a must, specific experience in EMEA and APAC is highly preferred Deep experience in leading remote teams across diverse cultural backgrounds, including the US, Europe, Asia, and LATAM, emphasizing inclusivity and adaptability. Experience creating and provide thought leadership on concepts such as Global Centers of Excellence and SAP Automation Roadmaps Drive process standardization and operational discipline - institute directed work and monitoring for key processes Data-driven approach, using metrics to inform business decisions and enhance customer success outcomes. Demonstrated capability to establish trust and build rapport with both internal teams and external customers through credible delivery of results and strong influencing skills. Outstanding leadership and communication skills, able to inspire and motivate teams effectively. Critical thinking ability, with extensive experience translating data insights into actionable growth strategies. Relevant certifications in supply chain management or customer operations are a plus. Six Sigma Green or Black Belt certification is a plus Strong problem-solving and analytical skills. Ability to drive continuous improvement and innovation. High level of accountability and ownership.
 

 The Company is an Equal Opportunity Employer committed to a diverse and inclusive work environment.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, or any other protected classification.

 

Job Category: Corporate