Mission
The Customer Operations Director leads the Manufacturing Solutions Global Customer Operations (CS) organization and is responsible for delivering a best‑in‑class customer experience across all EXALTA Manufacturing Solutions sites, comprised of 9 manufacturing locations. This role builds and nurtures strategic relationships with key global accounts, ensures flawless execution of service commitments, and drives the continuous improvement of customer‑related processes. The position plays a pivotal role in aligning Sales, SIOP, and Operations to guarantee responsiveness, reliability, and customer satisfaction.
Key Responsibilities
1. Customer Service Strategy & Governance
- Define, deploy, and continuously refine the global Customer Operations Strategy aligned with EXALTA’s business objectives.
- Standardize customer service processes and tools across all MS sites to ensure consistency and efficiency.
- Establish clear service‑level expectations and governance to support operational excellence.
2. Team Leadership & Management
- Build, Manage, coach, and develop the MS Global Customer Operations team and coach local CS teams, ensuring high performance and competency growth.
- Foster a collaborative, customer‑centric culture across regions and teams.
- Engage and collaborate with local Supply chain teams to create visibility on open order status for top customers
- Ensure appropriate resource allocation to support strategic accounts and business priorities.
3. Strategic Account Management
- Lead a team that serves as the primary global point of contact for the company’s for top 15 customers and ensure long‑term partnership success.
- Directly lead 1 or 2 top customers
- Understand customer expectations, anticipate future needs, and provide proactive solutions.
- Conduct regular business reviews and drive measurable improvements in service quality and communication.
4. IOS Business Unit Partnership
- Own and maintain a strong, collaborative relationship with the IOS Business Unit Customer Operations Team.
- Ensure alignment on priorities, service commitments, product flows, and performance expectations.
5. Performance Management & Continuos Improvement
- Define and manage key Customer Service KPIs, including OTD, responsiveness, accuracy, and service quality.
- Implement action plans to address performance gaps and elevate customer experience.
6. Cross‑functional Coordination
- Act as a critical interface between Sales, SIOP, Operations, and Site Teams to ensure seamless order execution.
- Support the SIOP process by integrating customer insights, demand signals, and service considerations.
- Promote transparency and proactive communication across stakeholders.
7. Escalation & Issue Resolution
- Handle major customer escalations with speed, clarity, and efficiency.
- Coordinate internal stakeholders to restore service levels and prevent recurrence.
- Provide clear communication to customers throughout the escalation lifecycle.
8. Collaborative SIOP with Customers
- Support the development of joint SIOP processes with strategic clients.
- Team with global SC team to improve forecast accuracy, ensure capacity alignment, and secure stable flows.
- Strengthen long‑term planning capabilities to support customer growth and partnership.
Profile
Required Experience & Competencies
- 10+ years of experience in Customer Service, Account Management, or related functions.
- Demonstrated obsession with customer satisfaction and service excellence.
- Proven experience managing and developing teams within an international or multi‑site environment.
- Solid background in manufacturing and/or supply chain, with strong operational understanding.
- Excellent leadership skills and ability to influence cross‑functional teams.
- Strong communication and relationship‑building abilities.
- Fluent in English; French is a strong plus.
Success Metrics
- Customer Satisfaction Improvement: measurable YoY progress from customer feedback and surveys.
- On‑Time Delivery (OTD): above 90% for strategic accounts.
- Forecast Accuracy: consistently above 80% through improved collaborative SIOP.
- Escalation Resolution Time: below 48 hours for major issues.
- Results from Customer Satisfaction Surveys and strategic account reviews.