Senior Director of Sales Operations & Customer Experience

BrainWorks; Dallas (TX); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Competitive base salary

Annual bonus potential

Full medical, dental and vision

401(k) with company match

Paid holidays and personal time off

Ongoing training and professional dev.

High visibility with senior leadership

Meaningful authority to build a new fn

Long-term opportunity in a rapidly成长

Job summary

BrainWorks is seeking a Senior Director of Sales Operations & Customer Experience to lead the new, integrated commercial-support function supporting a growing sales organization. This leader will unite Sales Support, Client Services, CRM, Training and Enablement, creating a scalable operating model aligned to acquisitions and growth.

The role combines organizational leadership, customer experience, technology and process improvement to enhance service, seller productivity, and post-acquisition

Qualifications

• Bachelor’s degree in Business, Operations or related field preferred.
• Progressive leadership experience in Sales Operations, Commercial Operations, or Customer Experience.
• Experience leading multiple functions and managing through other leaders.
• Background in high-volume, transactional distribution environment.
• Experience building or transforming a commercial-support organization.
• Experience integrating teams, processes or systems after acquisitions.

Responsibilities

• Build the new Sales Operations and Customer Experience function.
• Integrate multiple customer-service and commercial-support teams.
• Improve experience for customers, sellers and support employees.
• Establish processes, service standards and performance measures.
• Create a repeatable model for acquiring integrations and acquisitions.
• Lead functional leaders and develop career paths for staff.
• Partner with sales leadership to align support with growth objectives.
• Establish KPIs and visibility through CRM and workflow tools.

Skills

Organizational leadership

Change management

CRM & data analytics

Cross-functional collaboration

Strategic planning

Communication

Ownership & accountability

Growth mindset

Education

Bachelor’s degree in Business/Operations

Tools

Salesforce

CRM systems

Workflow tools

Job description

Senior Director of Sales Operations & Customer Experience

BrainWorks is partnering with a rapidly growing industrial distributor to place a Senior Director of Sales Operations & Customer Experience. The company has doubled in size through a combination of organic growth and acquisitions and is investing in the commercial infrastructure needed to support its next stage.

Company & Position Overview

The organization is establishing Sales Operations and Customer Experience as a dedicated function separate from the frontline sales organization. This newly created leader will bring together Sales Support, Client Services, CRM, Training and Enablement while building a scalable model for integrating newly acquired businesses. Reporting to the Vice President of Sales and serving on the senior leadership team, this individual will lead functional leaders over a 50 person team.

What You Will Be Doing

As Senior Director of Sales Operations & Customer Experience, you will build the commercial-support organization behind a growing sales team.

This role blends organizational leadership, customer experience, technology and process improvement. You will establish the structure, systems and operating rhythms needed to improve service, increase seller productivity and support continued acquisition growth.

Key focus areas include:

• Building and leading the new Sales Operations and Customer Experience function
• Integrating multiple customer-service and commercial-support teams
• Improving the experience for customers, sellers and support employees
• Establishing consistent processes, service standards and performance measures
• Creating a repeatable model for integrating future acquisitions

Major Tasks, Responsibilities & Key Accountabilities

• Organizational Leadership & Integration
• Bring Sales Support, Client Services, CRM, Training and Enablement into one coordinated organization
• Clarify roles, responsibilities, reporting relationships and accountability
• Integrate teams and processes added through acquisitions
• Develop functional leaders and create career paths for employees
• Build an operating model that can scale with continued growth
• Identify and remove friction affecting customers and sellers
• Improve work allocation, responsiveness, handoffs and issue resolution
• Build a Sales Support model that allows sellers to spend more time with customers
• Partner with sales leadership to align support priorities with growth objectives

Systems, Analytics & Enablement

• Evaluate CRM, ticketing, communications and workflow tools
• Partner with internal technology resources to improve systems and digital capabilities
• Establish meaningful KPIs and performance visibility
• Use data to identify opportunities for improved service and productivity
• Strengthen onboarding, training and enablement programs

Education & Experience

• Bachelor’s degree in Business, Operations or a related field preferred
• Progressive leadership experience in Sales Operations, Commercial Operations, Customer Experience, Client Services or a related function
• Experience leading multiple functions and managing through other leaders
• Background in a high-volume, transactional distribution environment
• Experience building, centralizing or transforming a commercial-support organization
• Experience integrating teams, processes or systems following acquisitions

Required Qualifications & Skills

• Strong organizational leadership and change-management capabilities
• Ability to move comfortably between strategy and hands-on execution
• Experience improving customer-service and sales-support operations
• Understanding of CRM, workflow, ticketing and performance-reporting systems
• Ability to evaluate data and translate it into practical business improvements
• Strong communication and cross-functional influencing skills
• Decisive operating style with a high degree of ownership and accountability
• Ability to thrive in a fast-moving, growth-oriented environment

Preferred Qualifications

• Experience in industrial, MRO, safety, tools or technical-product distribution
• Background in a digitally focused business with high order and SKU volumes
• Experience supporting both B2B and B2C customer channels
• Prior responsibility for a customer-service or commercial-support organization of comparable scale
• Experience developing a repeatable integration model for acquired businesses

Travel

• Approximately 10%-15% travel
• Preferred locations are Atlanta, Dallas, Houston or Columbia, Missouri
• Remote arrangements may be considered for an exceptional candidate

Who We Are Looking For

This role is ideal for a builder who enjoys creating structure in a growing organization. You are comfortable bringing teams together, improving the way work gets done and using technology and data to create a better experience for both customers and sellers. You combine strategic thinking with practical execution and can lead change without losing sight of the people affected by it. You bring recommendations, make decisions and know how to develop leaders without micromanaging them.

What We Offer

• Competitive base salary with annual bonus potential
• Full medical, dental and vision coverage
• 401(k) with company match
• Paid holidays and personal time off
• Ongoing training and professional development
• High visibility with the senior leadership team
• Meaningful authority to build and shape a new function
• Long-term opportunity within a rapidly growing organization

BrainWorks specializes in connecting industrial organizations with top-tier talent to drive operational excellence and business performance. Our Industrial Practice partners with organizations ranging from start-ups to Fortune 100 companies to deliver exceptional professionals who align with your business goals and industry demands.

With extensive knowledge of the challenges and opportunities in the industrial sector, our consultants leverage deep expertise and a vast candidate network to provide tailored solutions. Through our proven process BrainWorks delivers quality, speed, and results. Learn more at brainworksinc.com.