Director Customer Operations

What’s In It For You

• Impact Major Business Outcomes: Directly contribute to the success, retention, and growth of the company’s largest and most strategic customers.

• Develop Cross-Functional Expertise: Gain deep experience working with and understanding the operations of multiple departments, including Sales, Finance, and Legal.

• Enhance Project Management Skills: Lead and manage complex, end-to-end customer projects and new account implementation processes.

• Demonstrate Strategic Problem-Solving Skills: Analyze operational workflows, identify systemic pain points, and develop/implement solutions that improve efficiency and the customer experience at scale.

• Career Growth Path: Establish yourself as a subject matter expert in customer operations, which is a strong foundation for future roles in operations, account management, or process improvement.

What You Will Do

• Own and manage the end-to-end new customer setup process for major accounts, ensuring all necessary internal and external systems, contracts, portals, and services are correctly configured.
• Serve as the primary operational liaison and point of contact for the Major Accounts team, facilitating communication and issue resolution between customer-facing teams and internal departments.
• Proactively monitor and track all open operational issues and requests for major accounts, driving them to timely and satisfactory resolution.
• Coordinate and manage specific customer projects
• Identify, document, and recommend improvements to existing operational procedures to enhance efficiency and the major account customer experience.
• Maintain comprehensive knowledge of our service offerings and supporting internal systems.

Minimum Qualifications

• 5+ years of successful experience in Operations Support, Project Coordination, or a similar role focused on driving customer operational success and internal process efficiency.

• Excellent oral and written communication skills

• Strong problem-solving skills along with a high level of attention to detail

• Comfort using business intelligence (BI) software to analyze customer trends and needs

• Effective prioritization and time management with a demonstrated sense of urgency

• Operational process knowledge with solid skills in internal coordination and cross-functional team collaboration

• Capacity to influence others’ behavior through persuasive presentations, effective customer relationship development, facilitation, training, and development

• Results-oriented, setting and pursuing aggressive goals, demonstrating a strong commitment to organizational success, and leveraging resources to accomplish his/her priorities

• Adept at grasping, understanding, and articulating divisional/company vision

• Comfortable managing under pressure and able to successfully multitask and prioritize

• Passion to win and motivate a diverse team

• Experience with Microsoft Office 365 tools and Sigma is a definite plus

Preferred Qualifications

• 7–10+ years of progressive experience in customer operations, sales, order-to-cash, implementation, or operational support roles within a B2B environment

• 3+ years of experience leading or influencing cross-functional initiatives involving Sales, Finance, and Operations (formal people management preferred but not required)

• Demonstrated experience owning or overseeing end-to-end customer onboarding/setup processes for complex or high-value accounts

• Experience serving as an operational escalation point for strategic or enterprise customers

• Proven knowledge of customer setup/master data, billing, credit, collections, or adjacent order-to-cash processes

• Strong background in process design, documentation, and continuous improvement

Travel Requirements:  Up to 25%

Office Location or Where Work Will be Performed:  Fishers, IN preferred, St Paul, or Remote considered.

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, nat