Customer Operations Manager

Dana Canada Corp.; Maumee (OH); In loco; USD 100.000 - 165.000; Tempo pieno

Descrizione del lavoro

Dana Canada Corp. is seeking a high-impact Director of Customer Operations to lead a multi-country team across the United States and Canada.

The role emphasizes strategic leadership, coaching, and continuous improvement to enhance service levels and customer experience. The successful candidate will manage supervisors and frontline staff, develop KPI dashboards, and partner with Sales, Supply Chain, and IT to drive operational excellence in aftermarket services.

Competenze

• Bachelor’s degree in Business, Leadership, Operations, or related field preferred (equivalent experience considered).
• 10+ years in customer operations or aftermarket experience in manufacturing/distribution environment preferred.
• Experience leading multi-level teams, including supervisors, team leads, and customer service professionals.
• Experience managing multi-site and/or multi-country teams preferred.
• ERP systems, CRM platforms, customer portals, digital tools, and Microsoft Office Suite.
• Salesforce or similar CRM platforms preferred.

Mansioni

• Lead a multi-country Customer Operations organization across US and Canada.
• Directly manages Supervisors, Team Leads, Technical Support Specialists, and Customer Service Representatives.
• Provide leadership, coaching, mentoring, and succession planning.
• Develop and execute Customer Operations strategies aligned with Aftermarket objectives.
• Own operational performance metrics including call and chat performance and case management.
• Drive improvement initiatives across Sales, Supply Chain, Manufacturing, and IT.
• Prepare and present KPI dashboards and performance reporting to leadership.

Descrizione del lavoro

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Dana is a global leader in the supply of highly engineered driveline, sealing, and thermal-management technologies that improve the efficiency and performance of vehicles with both conventional and alternative-energy powertrains. Serving two primary markets – passenger vehicle and commercial truck equipment – Dana provides the world's original-equipment manufacturers and the aftermarket with local product and service support through a network of nearly 100 engineering, manufacturing, and distribution facilities.

Job Duties and Responsibilities

• Lead a multi-country Customer Operations organization supporting customers throughout the United States and Canada.
• Directly manages Supervisors, Team Leads, Technical Support Specialists, and Customer Service Representatives.
• Provide leadership, coaching, mentoring, employee development, and succession planning.
• Conduct annual performance reviews, mid-year reviews, talent assessments, goal setting, and performance improvement activities.
• Approve employee time off requests and oversee workforce planning and staffing requirements.
• Develop and execute Customer Operations strategies aligned with Aftermarket business objectives.
• Serve as the primary escalation point for critical customer issues impacting service, delivery, order fulfillment, product support, and customer satisfaction.
• Lead cross-functional resolution efforts involving Sales, Supply Chain, Manufacturing, Distribution, Finance, Quality, IT, and Technical Support teams.
• Own operational performance metrics including phone performance, chat performance, case management, productivity, response times, escalation resolution, and customer satisfaction.
• Drive achievement of customer service goals includes response within 3 hours and case closure within 24 hours.
• Develop, analyze, and present KPI dashboards, performance reporting, and operational insights to leadership.
• Lead customer operations projects supporting continuous improvement, process improvements, system enhancements, organizational changes, and business growth initiatives.
• Represent Customer Operations in enterprise system implementations and enhancements, including requirements gathering, process design, testing, user acceptance testing, training, and change management activities.
• Collaborate with cross-functional teams to develop and enhance customer-facing digital platforms and self-service solutions that improve customer experience and operational efficiency.
• Lead workforce transition initiatives, including organizational restructuring, staffing strategy, recruitment support, onboarding, training, knowledge transfer, and operational stabilization activities.
• Prepare and deliver presentations to customers, leadership teams, and cross-functional stakeholders.
• Represent Customer Operations in leadership meetings, business reviews, and strategic planning discussions.
• Partner with Sales and Customer Account teams to support customer retention, growth opportunities, and customer experience initiatives.
• Travel domestically and internationally, including Mexico, to support employee development, operational alignment, process standardization, and business objectives.
• Drive a culture of accountability, collaboration, continuous improvement, and customer focus.

Decision-Making Authority and Organizational Impact

• Makes decisions regarding workforce planning, staffing recommendations, employee development, performance management, and day-to-day operational execution within Customer Operations.
• Provides leadership and direction to Supervisors, Team Leads, Technical Support Specialists, and Customer Service Representatives.
• Exercises independent judgment in prioritizing customer escalations, operational issues, resource allocation, and service recovery efforts.
• Recommend process improvements, organizational changes, staffing adjustments, and operational initiatives to improve efficiency, customer experience, and business performance.
• Influences cross-functional decision-making through collaboration with Sales, Supply Chain, Manufacturing, Distribution, Finance, Quality, IT, and Technical Support organizations.
• Represents Customer Operations in leadership discussions and provides recommendations regarding customer trends, service performance, operational risks, and improvement opportunities.
• Responsible for achieving operational performance objectives related to customer responsiveness, case resolution, productivity, service levels, and customer satisfaction.

Education and Qualifications

• Bachelor’s Degree in Business, Leadership, Operations, or related field preferred; equivalent experience may be considered.
• 10 + years in customer operations, customer service, customer experience, or aftermarket experience in a manufacturing/distribution environment preferred.
• Experience leading multi-level teams, including supervisors, team leads, technical support, and customer service professionals.
• Experience managing multi-site and/or multi-country teams preferred.
• Support customers across multiple regions or countries, including the United States and Canada.
• ERP systems, CRM platforms, customer portals, digital tools, and Microsoft Office Suite.
• Salesforce or similar customer relationship management platforms preferred.
• Experience leading or participating in system implementations, process improvement initiatives, and organizational change activities.
• Strong understanding of customer service processes, order management, escalation management, case management, and customer support operations.
• Ability to travel domestically and internationally as required.

Skills and Competencies

• Strategic leadership and operational execution
• Customer escalation management and conflict resolution
• Performance management, coaching, and employee development
• KPI development, analysis, dashboarding, and leadership reporting
• Project leadership, continuous improvement, and change management
• Cross-functional collaboration and influence without direct authority
• Executive, customer, and stakeholder presentation skills
• Workforce planning, staffing coordination, and organizational alignment
• Strong written and verbal communication skills
• Manufacturing, distribution, aftermarket, and customer operations knowledge
• Ability to manage multiple priorities in a fast-paced, customer-focused environment

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Join our team of 28,000 problem solvers who are fostering a culture of innovation by leveraging the diverse perspectives of our global team. We believe in facing challenges head-on by finding opportunity and uncovering possibility, where roadblocks and barriers become targets instead of obstacles. We are One Dana with limitless opportunity.