SENIOR DIRECTOR, CUSTOMER OPERATIONS

The Sr. Director, Customer Operations is a global leadership role responsible for delivering a world‑class customer experience for our top customers. This leader will oversee a high‑performing, customer‑facing operations organization that manages order‑to‑cash, customer service, demand inputs, and proactive supply assurance. The ideal candidate is a strategic operator who thrives in a fast‑paced, highly cross‑functional environment and can elevate both customer satisfaction and internal operational excellence.

Global Customer Operations Leadership

• Lead, develop, and inspire a global team of customer‑facing customer service and operations professionals.
• Build a culture of accountability, continuous improvement, and customer advocacy.
• Establish and maintain world‑class service standards, ensuring consistent, high‑quality support across regions.

Order‑to‑Cash Ownership

• Own the full order‑to‑cash lifecycle for top global customers, ensuring accuracy, timeliness, and operational excellence.
• Drive process improvements that enhance order management efficiency, reduce cycle times, and improve customer satisfaction.

Customer Delivery & Supply Chain Collaboration

• Partner closely with Supply Chain, Logistics, and Planning teams to ensure on‑time delivery performance and seamless execution.
• Serve as the escalation point for delivery risks, coordinating cross‑functional actions to resolve issues quickly and effectively.

Expedites, Line‑Downs & Critical Issue Management

• Own all customer expedites, line‑down situations, and critical supply interruptions.
• Implement structured processes for rapid response, root‑cause analysis, and long‑term corrective actions.

Proactive Customer Management

• Train and coach the team on best practices for proactive customer engagement, including early detection of forecast gaps, supply delays, and emerging risks.
• Establish dashboards, KPIs, and communication rhythms that enable early visibility and action.

Demand Inputs & Forecast Collaboration

• Partner directly with customers to collect, validate, and interpret customer forecasts.
• Represent customer demand within the internal demand planning process, ensuring accurate and timely inputs to support supply planning and capacity decisions.

Customer Master Data Stewardship

• Serve as the global steward of customer master data, ensuring accuracy, governance, and alignment across systems and processes.

Cross‑Functional Partnership

• Work closely with Sales, Account Management, and Back Office teams to ensure a seamless, end‑to‑end customer experience.
• Act as the voice of the customer in internal forums, influencing decisions that impact service levels, supply, and customer satisfaction.

• 12+ years of experience in Customer Operations, Order Management, Supply Chain, or related fields, with at least 5 years in a senior leadership role.
• Proven success leading global teams in a complex, fast‑paced environment.
• Deep expertise in order‑to‑cash processes, customer service operations, and cross‑functional supply chain collaboration.
• Strong analytical, problem‑solving, and decision‑making skills.
• Exceptional communication and executive‑level presence, with the ability to influence across functions and geographies.
• Experience working with large enterprise customers and managing high‑stakes operational escalations.
• Demonstrated ability to build scalable processes, systems, and teams.

 

Success in This Role Looks Like

• Consistently high customer satisfaction and service levels.
• Predictable, accurate order‑to‑cash execution for top customers.
• Early detection and mitigation of supply risks.
• Strong cross‑functional alignment between Customer Operations, Supply Chain, Sales, and Back Office.
• A high‑performing, engaged global team with clear processes and accountability.