North America Director, Customer Operations & After-Sales

Randstad USA; New York (NY); On-site; USD 180,000 - 200,000; Full time

Benefits offered by this job

Full benefits

Job summary

Randstad USA in New York seeks an executive to lead customer-touchpoint operations across North America, directing order processing, client service, warranty operations, and commercial execution. The role reports to senior leadership and manages 3-4 direct reports with 20+ indirect.

The ideal candidate will own ERP/CRM platforms, standardize workflows, and drive data accuracy across cross-functional teams, while scaling post-sale capabilities and client satisfaction.

Qualifications

• 10-15+ years of progressive leadership experience in commercial operations, client service, or field service strategy.
• Strong background in manufacturing or heavy equipment and b2b settings.
• Proven track record leading processes within major ERP and CRM suites.
• History restructuring front-end order fulfillment and post-sale service operations.
• Deep expertise in order management, warranty operations, and lifecycle management.
• Excellent data analytics with ability to translate metrics into strategy.

Responsibilities

• Lead regional customer support and order execution teams with accountability.
• Establish metrics for order fulfillment, backlog, and delivery tracking.
• Direct end-to-end sales-to-delivery lifecycle for reliable outcomes.
• Bridge gaps between Sales, Logistics, and Operations to remove bottlenecks.
• Own post-sale service & warranty strategies and KPI tracking.
• Govern ERP/CRM workflows and drive adoption with IT partners.

Skills

Leadership

Commercial operations

ERP/CRM ownership

Data analytics

Cross-functional collaboration

Lean/Six Sigma

Tools

ERP systems

CRM systems

Job description

Randstad USA in New York seeks an executive to lead customer-touchpoint operations across North America, directing order processing, client service, warranty operations, and commercial execution. The role reports to senior leadership and manages 3-4 direct reports with 20+ indirect.

The ideal candidate will own ERP/CRM platforms, standardize workflows, and drive data accuracy across cross-functional teams, while scaling post-sale capabilities and client satisfaction.