Strategic Customer Operations Leader - US and Canada

Dana Corp

Maumee (OH)

On-site

USD 150,000 - 190,000

Full time

7 days ago

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Job summary

Dana seeks a senior leader to drive Customer Operations strategy across the United States and Canada, coordinating call centers in Maumee, Ohio, and Toluca, Mexico. You will manage a multi-level team, set development plans, and partner with Sales, Supply Chain, and IT to ensure exceptional customer experience and service delivery.

The role emphasizes workforce planning, performance management, and cross-functional governance to achieve service levels and growth objectives.

Qualifications

Bachelor's degree in business, leadership, operations, or related field preferred.
10+ years in customer operations, customer service, or aftermarket in manufacturing/distribution preferred.
Experience leading multi-level and multi-site teams across regions (US & Canada).

Responsibilities

Lead a multi-country Customer Operations organization across the United States and Canada.
Direct Supervisors, Team Leads, Technical Support Specialists, and CSRs.
Oversee workforce planning, performance reviews, and development.
Drive continuous improvement, process enhancements, and KPI dashboards.
Represent Customer Operations in leadership reviews and cross-functional initiatives.
Travel domestically and internationally as required to support objectives.