Job Description
Job Description
Our client is a 50-year-old metal roof and wall panel MFG experiencing double-digit growth across the nation. As they continue to expand, we are working on solidifying customer care and sales operations. We need this Director of Customer Operations to pave the way for this growing MFG and lead a team of 30+ direct reports. Think Disneyland-equivalent level of service!
This Director can be based out of Atlanta, Dallas-Fort Worth, Lancaster, or Scottsdale.
Key Responsibilities
Customer Experience & Relationship Leadership
- Own the customer journey from quote to delivery—ensuring reliability, clarity, and responsiveness at every stage.
- Act as the escalation point for major accounts and high-priority orders, taking accountability for outcomes and customer satisfaction.
- Partner with sales, field teams, and distributors to understand regional needs, site conditions, and real-world constraints that affect customer success.
- Implement customer feedback loops (CSAT, NPS) and use insights to lead service enhancements and process changes.
Order Fulfillment & Execution Excellence
- Oversee all post-sale operations including order processing, production coordination, shipping, and delivery.
- Collaborate cross-functionally with planning, production, and logistics to ensure on-time, in-full delivery aligned with jobsite or dealer expectations.
- Create and enforce SLAs for order accuracy, lead times, and delivery performance with a customer commitment mindset.
Proactive Communication & Visibility
- Ensure customers are proactively informed about order status, potential delays, substitutions, or delivery constraints.
- Develop and maintain communication protocols (e.g., alerts, check-ins, recovery plans) that support transparency and trust.
- Partner with IT and systems teams to improve self-service visibility (e.g., online portals, mobile status updates, EDI feeds).
Customer Service Team Leadership
- Build and develop a high-performance service and operations team focused on responsiveness, empathy, and first-contact resolution.
- Set performance expectations, coach team members, and foster a customer-first culture across all frontline interactions.
- Create clear escalation protocols and decision-making authority to support rapid problem solving.
Supply Chain Collaboration
- Translate customer commitments into actionable plans with supply chain, transportation, and inventory teams.
- Monitor backlog health, stock availability, and shipping timelines to prevent service gaps.
- Work with logistics partners to ensure that final-mile deliveries are accurate, timely, and communicated effectively.
Continuous Improvement & Systems Support
- Identify friction points in the customer journey and lead initiatives to eliminate delays, errors, or gaps.
- Support ERP/CRM usage for streamlined communication and service workflows, ensuring systems enhance—not hinder—customer outcomes.
- Track and analyze key metrics and implement corrective actions where performance lags.
Qualifications
Education & Experience
- Bachelor’s degree in business, Operations, Supply Chain, or a related field; MBA or customer experience certification a plus.
- 8–10+ years in customer operations or service leadership roles in the building materials, manufacturing, or construction supply industries.
- Strong record of managing customer expectations and aligning internal operations to meet service goals.
Skills & Competencies
- High emotional intelligence and strong communication skills; comfortable navigating tough conversations and building long-term trust.
- Deep knowledge of order fulfillment, logistics, and operational constraints in the building materials space.
- Adept at managing through influence and leading cross-functional teams.
- Strong data awareness: able to interpret service metrics and make customer-centric decisions.
- Systems-competent (ERP/CRM), but focused on people, process, and accountability over tech-first thinking.
Performance Metrics
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- First Contact Resolution Rate
- Order Accuracy & OTIF (On-Time-In-Full)
- Escalation Response & Resolution Time
- Reorder or Retention Rate
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