26 Jul
Senior Director of Client Support
Georgia, Atlanta , 30309 Atlanta USA

Vacancy expired!

Senior Director of Client SupportPermanent Opportunity in Atlanta, GA

Overview:The Sr. Director, Client Operations is a critical role within our client’s Lifecycle services team and leads the 24X7X365 client operations technical team. The role partners with our clients to ensure best-in-class support throughout the serviceable contract. Specifically ensuring commitment to all client Service Level Agreements (SLAs) ensuring we support our clients and their end-clients to minimize the impact of any downtime or reduced operations in their distribution centers. This role is a focal point for maintaining key client relationships and must be able to build and lead a diverse global team as well as provide a clear growth strategy. The ability to implement a solid foundation of critical skill sets across the team is critical as is the ability to implement key metrics to drive productivity and measure client uptime and satisfaction.

Responsibilities:
  • Leading and building the organization as it expands globally.
  • Building a training curriculum for onboarding and continual training of associates.
  • Creating subject matter expert-level of escalation within the current team.
  • Hiring and managing a global technical operation and support team that is accountable for the day-to-day operations of the business function.
  • Establishing key processes, using Lean and Six Sigma methodologies to drive improvements across the team including escalations, client RCA process, project handover, and productivity improvements across the team to maximize associate potential.
  • Working with companion functions such as Projects, Engineering, and Sales to define operational processes and procedures that meet the needs of clients.
  • Acting as a passionate advocate ensuring that we are responding on a 24X7X365 basis to maintain client operational level.
  • Promoting Lifetime Services and parts and being an advocate for the broader organization.
  • Promoting a seamless transition from delivery team to client operations.
  • Providing financial accountability for department revenue.
  • Defining yearly team and individual goals and creating quarterly touchpoints to ensure goal alignment.
  • Maintaining and constantly improving operational processes and procedures to ensure delivery of industry-leading technical support.
  • Providing day-to-day management and leadership for client operations Associates.

Requirements:
  • Bachelor’s degree or related work experience in a service organization
  • 5 - 7 years’ experience leading and building diverse global teams
  • Must have led global client operation teams
  • Clear communicator with a positive attitude and sensitivity to clients’ needs
  • Ability to effectively present information and respond to questions from clients
  • Knowledge of distribution operations and associated equipment
  • Ability to set expectations of deliverables with key stakeholders both internally and externally (i.e., clients)
  • Possess unquestionable integrity
  • Strong interpersonal, organizational, time management, and problem-solving skills
  • Ability to travel approximately 15-25% of the time, primarily domestic with the possibility of international travel; however, this could change based on the company’s business needs
  • Knowledge of parts transactional processes and field services is desirable

Compensation:
  • $160,000 to $180,000, depending on experience
  • 12% bonus
  • CLIENT WILL COVER RELOCATION COSTS FOR OUT OF STATE CANDIDATES WHO ARE OPEN TO A MOVE TO GA
Please email your resume to

Vacancy expired!

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