Director Customer Operations

Whats In It For You

• Impact Major Business Outcomes: Directly contribute to the success retention and growth of the companys largest and most strategic customers.

• Develop Cross-Functional Expertise: Gain deep experience working with and understanding the operations of multiple departments including Sales Finance and Legal.

• Enhance Project Management Skills: Lead and manage complex end-to-end customer projects and new account implementation processes.

• Demonstrate Strategic Problem-Solving Skills: Analyze operational workflows identify systemic pain points and develop/implement solutions that improve efficiency and the customer experience at scale.

• Career Growth Path: Establish yourself as a subject matter expert in customer operations which is a strong foundation for future roles in operations account management or process improvement.

What You Will Do

• Own and manage the end-to-end new customer setup process for major accounts ensuring all necessary internal and external systems contracts portals and services are correctly configured.
• Serve as the primary operational liaison and point of contact for the Major Accounts team facilitating communication and issue resolution between customer-facing teams and internal departments.
• Proactively monitor and track all open operational issues and requests for major accounts driving them to timely and satisfactory resolution.
• Coordinate and manage specific customer projects
• Identify document and recommend improvements to existing operational procedures to enhance efficiency and the major account customer experience.
• Maintain comprehensive knowledge of our service offerings and supporting internal systems.

Minimum Qualifications

• 5 years of successful experience in Operations Support Project Coordination or a similar role focused on driving customer operational success and internal process efficiency.

• Excellent oral and written communication skills

• Strong problem-solving skills along with a high level of attention to detail

• Comfort using business intelligence (BI) software to analyze customer trends and needs

• Effective prioritization and time management with a demonstrated sense of urgency

• Operational process knowledge with solid skills in internal coordination and cross-functional team collaboration

• Capacity to influence others behavior through persuasive presentations effective customer relationship development facilitation training and development

• Results-oriented setting and pursuing aggressive goals demonstrating a strong commitment to organizational success and leveraging resources to accomplish his/her priorities

• Adept at grasping understanding and articulating divisional/company vision

• Comfortable managing under pressure and able to successfully multitask and prioritize

• Passion to win and motivate a diverse team

• Experience with Microsoft Office 365 tools and Sigma is a definite plus

Preferred Qualifications

• 710 years of progressive experience in customer operations sales order-to-cash implementation or operational support roles within a B2B environment

• 3 years of experience leading or influencing cross-functional initiatives involving Sales Finance and Operations (formal people management preferred but not required)

• Demonstrated experience owning or overseeing end-to-end customer onboarding/setup processes for complex or high-value accounts

• Experience serving as an operational escalation point for strategic or enterprise customers

• Proven knowledge of customer setup/master data billing credit collections or adjacent order-to-cash processes

• Strong background in process design documentation and continuous improvement

Travel Requirements: Up to 25%

Office Location or Where Work Will be Performed: Fishers IN preferred St Paul or Remote considered.

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice refrigeration and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment stand-alone refrigeration specialty coffee and beverage complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Cares application or hiring process due to a disability please contact the Human Resources department at .