Global Ops & Customer Experience Leader

ITOCHU Corporation; Houston, Northern (TX, KY); Hybrid; USD 220,000 - 255,000; Full time

Job summary

ITOCHU Corporation's Houston-based MGI division seeks a Director of Operations and Customer Experience to optimize end-to-end supply chain, logistics, and service delivery for global customers. This senior role drives performance through KPIs, cross-functional leadership, and continuous improvement, while ensuring compliance, safety, and sustainable growth.

You will lead diverse teams and partner with Sales, Procurement, Finance, and Supply Chain to achieve exceptional customer outcomes.

Qualifications

• Senior leadership experience in operations, supply chain, logistics, or distribution.
• Advanced knowledge of logistics, inventory management, warehousing, transportation, and fulfillment.
• Proven track record leading customer experience and customer service organizations.
• Bilingual English and Spanish, with experience leading international teams.

Responsibilities

• Lead and execute operational strategies to support growth, profitability, and customer retention.
• Oversee supply chain, logistics, warehousing, inventory, transportation, fulfillment, and distribution operations.
• Direct domestic and international logistics activities, including third-party providers.
• Establish and monitor KPIs to drive efficiency and customer satisfaction.
• Champion customer experience initiatives that strengthen loyalty and partnerships.
• Develop and lead customer service and operations teams through coaching and succession planning.
• Partner cross-functionally with Sales, Procurement, Finance, and Supply Chain to align priorities.

Skills

Senior Leadership

Operations Strategy

Supply Chain

Customer Experience

KPIs & Metrics

Cross-functional Leadership

Data-driven Decisions

Financial Acumen

English/Spanish

Regulatory Compliance

Education

Bachelor's degree

MBA or Advanced Degree

15+ years leadership experience

Tools

ERP

CRM

WMS

TMS

BI tools

Job description

ITOCHU Corporation's Houston-based MGI division seeks a Director of Operations and Customer Experience to optimize end-to-end supply chain, logistics, and service delivery for global customers. This senior role drives performance through KPIs, cross-functional leadership, and continuous improvement, while ensuring compliance, safety, and sustainable growth.

You will lead diverse teams and partner with Sales, Procurement, Finance, and Supply Chain to achieve exceptional customer outcomes.