Director of Operational Services

Toshiba America Business Solutions, Inc.; Charlotte (NC); On-site; USD 82,000 - 88,000; Full time

Benefits offered by this job

Medical benefits

401(k) with match

Life insurance

Employee discounts

Paid holidays

Job summary

Toshiba America Business Solutions seeks a Director of Operational Services in Charlotte, NC to provide strategic leadership for Customer Care, supply fulfillment and service dispatch operations.

You will establish performance standards, drive process improvements, align resources with regional needs, and partner with Sales, Service, Finance and Operations to deliver exceptional customer experience.

Qualifications

• Bachelor's degree in Business or related field.
• 8+ years in business operations, customer support, or related functions with leadership experience.
• Proven ability to lead managers and teams and drive accountability.
• Strong change-management skills and ability to lead improvement initiatives.
• Excellent communication, negotiation and cross-functional collaboration.

Responsibilities

• Provide strategic leadership and oversight for Customer Care, supply fulfillment and service dispatch operations.
• Set performance expectations, review metrics, address escalations and drive corrective actions.
• Align resources and priorities with regional business needs and customer expectations.
• Develop and manage operational process improvements across functions.
• Establish standardized procedures and best practices; champion change management.
• Lead cross-functional partnerships with Sales, Service, Supply, Finance, and Operations.

Skills

Strategic leadership

People management

Change management

Cross-functional collaboration

Analytical skills

Project management

Business planning

Education

Bachelor's degree in Business or related field

Tools

Microsoft Office

Job description

Join Toshiba America Business Solutions as a Director of Operational Services in Charlotte, NC.

What You'll Do

• Provide strategic leadership and oversight for Customer Care, supply fulfillment and service dispatch operations.
• Establish performance expectations and service standards; review departmental metrics, trends and escalations; identify areas of concern and drive corrective action through department leadership.
• Ensure resources, processes and priorities are aligned with regional business needs and customer expectations.
• Develop, implement and manage operational process improvement initiatives across assigned functions.
• Evaluate workflows, identify gaps and inefficiencies, establish standardized procedures and best practices, and champion change management to ensure improvements are successfully implemented and sustained.
• Partner with Sales, Service, Supply, Finance, Administration and Operations leadership to resolve complex operational issues and identify opportunities for improvement.
• Develop and maintain procedures and controls that support regional strategy, improve customer experience, reduce cost and increase operational efficiency.
• Provide leadership and oversight for ABC and out-of-territory coordination across the region.
• Establish processes, service expectations and accountability for dealer and partner coordination; monitor execution and escalations; identify recurring issues and implement improvements to ensure consistent execution and customer experience across markets.
• Provide operational leadership for major accounts, complex implementations and strategic customer initiatives requiring coordination across multiple markets or departments.
• Partner with stakeholders to establish execution plans, identify operational risks, remove barriers and ensure commitments are successfully executed.
• Establish and monitor KPIs and operational reporting for assigned functions.
• Analyze performance, service levels, trends, recurring issues and areas of opportunity; develop regular narratives and business reviews for Operations leadership; recommend actions and follow through with department leaders to drive measurable improvement.
• Perform other duties as assigned.

What You'll Bring

• Bachelor's degree in Business or related field, or equivalent combination of education and experience.
• Minimum of 8 years of increasingly responsible experience in business operations, customer support, supply chain management, logistics, operational execution/implementation, process improvement, sales support or related functions, including a minimum of 4 years in a management capacity.
• Proven ability to lead managers and teams, establish priorities, develop talent and drive accountability across centralized support functions.
• Working knowledge of process improvement methodologies and best practices. Strong change management skills with demonstrated ability to lead improvement initiatives in fast-paced, multifaceted environments.
• Strong communication, negotiation and collaboration skills with demonstrated ability to build cross-functional partnerships and lead cross-functional teams, programs and initiatives.
• Demonstrated analytical, project management and business planning skills with ability to use metrics and operational data to identify trends, risks and improvement opportunities.
• Proficient Microsoft Office skills, including Excel, Word and PowerPoint.
• Must have ability to travel.

Earn Well

• Base Salary: $82,000.00 to $88,000.00 depending on the experience.
• Additional earnings in the form of bonus plan opportunity of 15% MIP

Benefits

• Medical, dental, and vision coverage
• 401(k) plan with match and company provided life insurance
• Employee Assistance Programs, pre-tax spending accounts, pet insurance, and employee discounts
• Generous paid holidays, vacation & sick/personal business/volunteer days
• Opportunities for career growth within a global technology organization

About Us

Toshiba America Business Solutions is a leader in digital technology, delivering innovative print, document management, and workflow solutions that help organizations across a wide range of industries.

At Toshiba, you'll have opportunities to expand your expertise, gain exposure to multiple areas of the business, and build a rewarding career with a trusted global organization.

Equal Opportunity Employer

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.