Director Consumer Sales & Support Operations

We are Generac, a leading energy technology company committed to powering a smarter world.

Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

The Director, Consumer Sales and Support Operations leads the Lead Management and Consumer Support Operations team, driving strategic initiatives that support revenue growth, productivity, and customer satisfaction. This role is accountable for performance across these functions and companywide Outage Response, including the development of related processes, tools, and metrics.

Major Responsibilities

Leadership 

• Plans and executes strategy to achieve key business objectives aligned to strategic priorities.

• Provides strategic direction and guidance in support of Lead Management and Consumer Support goals and objectives aligned to business strategy

• Provides coaching and guidance to direct reports including a Manager and Analyst in support of daily operations with a focus on team engagement, productivity, and delivering strong results

• Collaborates with senior sales leadership and other key stakeholders in setting objectives that align with company strategy to inspire and motivate team and cross-functional collaboration, work prioritization, and to develop and maintain processes and tools to drive productivity

• Interface with the Consumer Support Director, Workforce Optimization Director, Lead Management Manager and Marketing leaders to ensure proper SLAs across all groups to improve performance to Generac end users

• Assess and recognize performance against stated goals and established processes. Ensure feedback is consistently provided to improve overall performance.

Operational Excellence 

• Builds and maintains operational processes, tools and metrics to drive sales productivity and results in conversion and revenue

• Lead cross functional team for Lead Management function to ensure work is prioritized, resourced and executed at a high standard to optimize the funnel and consumer experience

• Collaborates with the Lead Management and Support teams to develop and execute incentives, campaigns and programs designed to grow revenue and improve the consumer experience with expanding product lines and programs 

• Develops and implements PowerBI tools to ensure data is readily available for decision making and accurate for use

• Leverages data analytics to identify program performance and analyze elements for change and improvement

• Utilizes analytics to help streamline major processes to improve cost to serve – customer experience

Outage Response Ownership  

• Leads Outage Response processes within the broader organization including the face of the Executive Steering Committee 

• Proactively monitors and strives to maintain high levels of quality, accuracy and process consistency in the Outage Response efforts; includes ownership of the company wide Standard Operating Procedure, Audit procedures and Governance, prioritization of backlog of continuous improvement projects, and postmortem reviews of events

• Owner of Outage Response Dashboard. Build and create cross functional partners, IT, and external vendors to create MVP and backlog of user stories for expansion as funding and resources are available.

• Works in an agile model with IT and business users to execute user stories and requirements.

• Prioritizes backlog with Executive Steering Committee

• Partner with Vice President and Director Consumer Support to create and maintain an Outage Response SOP inclusive of audit plans, governance for changes, and Executive level sign off

Minimum Job Requirements

Education

Bachelor’s degree or equivalent experience

Certification / License

Work Experience

• 10 years of progressive experience in process improvement and business analytics, which may include leading sales, customer relations and/or operational teams. 

• 8 years of Operations experience with 5+ years in a leadership role.  

• Experience with Salesforce CRM or equivalent 

• Experience in process management and continuous improvement 

• Experience building and maintaining high performing teams 

Knowledge / Skills / Abilities

• Strong analytical, critical thinking, and problem-solving skills

• Proven project management skills with the ability to drive and maintain all p