Director, Customer Operations

Overview

This is a remote role but candidate must be within reasonable commutable distance to our Kettering, Ohio office with the ability to be onsite as needed - expected 1-2 days/every other month.

 

For over 30 years, Resonetics has been a pioneer in micro medical manufacturing. The same passion for innovative laser capabilities that launched Resonetics in 1987 continues to be at the forefront of its medical manufacturing technologies. Resonetics has continued with advanced development of laser processing to solve the most complex manufacturing challenges while also expanding into additional capabilities to vertically integrate and provide our customers with better manufacturing solutions.

We are in search of a dynamic and experienced Director of Customer Solutions to lead and optimize two relatively new customer-oriented teams. This individual will have the unique opportunity to bring their experience and be instrumental in designing and shaping the work of the Order Management Team, focusing on order entry and systems-based customer needs, and the Customer Solutions Team, which is responsible for frontline response to our diverse customer base. The Director will play a pivotal role in enhancing customer satisfaction by managing swift response times, ensuring consistent and high-quality service, and refining work processes

Responsibilities

• Lead and Manage Teams: Directly oversee a team of 8-12 people, including an Order Management group managing order entry and RMA processing and a Customer Solutions team, ensuring optimal frontline responses to customer inquiries and routing needs across the organization.
• Performance Monitoring & Improvement: Closely monitor and analyze customer queue times, response times, and satisfaction levels. Develop and implement strategies to enhance customer experience and meet performance metrics. Identify areas for process improvements and drive initiatives to enhance efficiency and productivity.
• Process Documentation & Refinement: Develop, write, and refine work process documents to ensure clarity and efficiency in operations. Ensure that all team members are trained and compliant with the latest processes and procedures.
• Technology System Management: Ensure the proficient use of Salesforce and other internal tech systems across. Liaise with the IT department to address system issues, enhancements, and updates.
• Stakeholder Collaboration: Work closely with colleagues across various departments to facilitate communication and address customer needs effectively. Collaborate with senior management to align customer solutions strategies with organizational goals.
• Team Development & Coaching: Conduct regular performance reviews, provide feedback, and develop individualized team member growth plans. Foster a positive and collaborative team environment and promote continuous learning.

Qualifications

• Bachelor’s degree required; MBA preferred.
• 7+ years in a Customer Solutions, Customer Operations, Customer Service, Customer Success or related role. 
• 2-3 years of experience managing a team of 8+ people in a fast-paced frontline customer operation.
• Strong analytical and problem-solving abilities, including high-level proficiency with Microsoft Excel.
• Excellent written and verbal communication skills.
• Experience using technology systems, Salesforce-specific experience a plus.
• Customer-centric mindset with a passion for enhancing the customer experience.
• Passion for applying technology to digitally transform customer experiences