Director Customer Operations

Director, Customer OperationsRemote (*must be located on the East Coast)

As the Director overseeing Customer Operations for the Americas, your role will be pivotal in ensuring top-notch operational standards and maximizing customer satisfaction. You will lead efforts to identify crucial customer and channel partner requirements, aligning them with operational capabilities, and establishing clear performance metrics to solidify status as the preferred supplier. Your leadership will span across Order Management, Sales Operations, Channel Partner Relations, and Customer-Facing functions.

Job Duties:● Strategic Alignment: Collaborate closely with regional leadership to harmonize customer operations strategies with overarching business goals and expansion initiatives for the Americas.● Needs Assessment: Proactively pinpoint the critical needs of customers and channel partners, working collaboratively with cross-functional teams to ensure SDJ's operational capabilities meet or surpass those demands.● Operational Excellence: Devise and execute strategies to optimize operational efficiency in pivotal areas like Order Management, Sales Operations, Channel Partner Relations, and Customer-Facing functions.● Metric Establishment: Set up and oversee key performance indicators (KPIs) to gauge operational effectiveness, ensuring alignment with customer expectations and industry benchmarks. This encompasses developing a dual scorecard to assess both internal performance and that of our channel partners.● Preferred Supplier Status: Establish SDJ as the top choice supplier by consistently delivering operational excellence, surpassing customer expectations, and nurturing strong bonds with channel partners.● Continuous Enhancement: Spearhead ongoing improvement initiatives to refine SDJ's and partner end-to-end supply chains, incorporating best practices to bolster overall efficiency.

Job Qualifications:● Education: Hold a Bachelor's degree in Business Administration, Supply Chain, Operations Management, or a related discipline. Possession of an MBA or advanced degree is advantageous.● Experience: Possess over a decade of progressive experience in customer operations, supply chain management, or similar domains.● Leadership Experience: Demonstrate prior experience in leadership or managerial roles.● Leadership Skills: Exhibit adeptness in leading and motivating cross-functional teams, with a proven track record of driving operational excellence and achieving results.● Communication Skills: Possess strong verbal and written communication abilities, capable of clearly articulating complex concepts and strategies. Previous experience in presenting to executive leadership is essential.● Analytical Aptitude: Showcase strong analytical and problem-solving skills, adept at leveraging data-driven insights to inform decisions and spur improvements.● Strategic Initiative: Demonstrate the ability to develop and execute strategic initiatives aimed at enhancing operational efficiency and customer satisfaction.● Team Management: Display robust leadership and team management capabilities, adept at inspiring and developing high-performing teams.● Interpersonal Skills: Exhibit excellent interpersonal and relationship-building skills, with the ability to collaborate effectively across various functions and organizational levels.● Technological Proficiency: Possess proficiency in relevant software and tools for data analysis and reporting.● Travel Flexibility: Be willing to travel as necessary to support customer operations in the Americas region.

• Beauty industry experience highly preferred.* Experience with Sephora & Ulta required. Amazon experience preferred.In addition to the base salary, this position offers participation in a competitive bonus program, with the potential for overachievement based on individual performance and company results.