Global Customer Operations Leader

Dana Canada Corp.; Maumee (OH); On-site; USD 100,000 - 165,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Job description

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.