Global Customer Operations Leader (US & Canada)

Dana Incorporated; United States; On-site; USD 120,000 - 190,000; Full time

Job summary

Dana Incorporated seeks a senior leader to drive Customer Operations strategy and execution across the United States and Canada, with centers in Maumee, OH and Toluca, MX. You will lead a team including Supervisors, Team Leads, tech support specialists, and CSRs, shaping processes and performance to meet aftermarket goals.

Your role emphasizes coaching, workforce planning, and metrics-driven improvements, with cross-functional collaboration across Sales, Supply Chain, Manufacturing, IT, Finance,

Qualifications

• Bachelor’s degree or equivalent experience in business/operations.
• 10+ years in customer operations and multi-site leadership experience.
• Experience with ERP/CRM platforms and digital tools.

Responsibilities

• Lead a multi-country Customer Operations org supporting US and Canada.
• Directly manages Supervisors, Team Leads, Technical Support Specialists, and CSRs.
• Provide leadership, coaching, mentoring, and succession planning.
• Conduct performance reviews, talent assessments, goal setting, and improvement activities.
• Oversee workforce planning and staffing requirements.
• Develop and execute Customer Operations strategies aligned with Aftermarket objectives.
• Serve as primary escalation point for critical issues impacting service and satisfaction.
• Lead cross-functional resolution with Sales, Supply Chain, Manufacturing, Distribution, Finance, Quality, IT, and Tech Support.
• Own KPIs: phone, chat, case management, productivity, response times, escalation resolution, customer satisfaction.
• Drive goals: 3-hour response, 24-hour case closure.
• Develop, analyze, and present KPI dashboards and insights to leadership.
• Lead projects for continuous improvement and system enhancements.
• Represent Operations in system implementations: requirements, design, testing, training, change management.
• Collaborate on customer-facing digital platforms and self-service solutions.
• Lead workforce transitions: restructuring, staffing, onboarding, training, knowledge transfer.
• Prepare and deliver presentations to customers and leadership.
• Represent Operations in leadership meetings and strategic planning.
• Partner with Sales and Customer Accounts for retention and growth.
• Travel domestically and internationally, including Mexico.
• Foster accountability, collaboration, continuous improvement, and customer focus.

Skills

Strategic leadership

Escalation management

Performance management

KPI dashboards

Cross-functional collaboration

Change management

Executive communication

Workforce planning

Stakeholder management

Multi-country leadership

Education

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.

Tools

Salesforce

ERP systems

CRM platforms

Microsoft Office Suite

Job description

Dana Incorporated seeks a senior leader to drive Customer Operations strategy and execution across the United States and Canada, with centers in Maumee, OH and Toluca, MX. You will lead a team including Supervisors, Team Leads, tech support specialists, and CSRs, shaping processes and performance to meet aftermarket goals.

Your role emphasizes coaching, workforce planning, and metrics-driven improvements, with cross-functional collaboration across Sales, Supply Chain, Manufacturing, IT, Finance,