Director Customer Operations

An established leader in the foodservice equipment sector is seeking a strategic and hands-on leader to manage and elevate all customer-touchpoint operations across North America. Reporting to senior leadership, this executive will direct order processing, client service, after-market warranty operations, and commercial execution. The ideal candidate will manage the complete post-sale workflow, ensuring optimal client satisfaction while scaling internal capabilities. This position also serves as the functional owner for commercial system architectures (ERP and CRM), driving process standardization, system usage, and data accuracy across cross-functional teams. The company is PE owned and is comprised of 5 brands that are being integrated. Experience with integrated acquisitions - technology, processes, culture, etc. is highly desired. This person will report to the segment VP, have 3-4 direct reports, and 20+ indirect. Primary Responsibilities Guide and mentor the regional customer support and order execution teams to maintain high performance and accountability. Establish metrics around order fulfillment precision, queue resolution times, backlog reduction, and delivery tracking. Cultivate a proactive, solution-oriented operational culture centered on client retention. Direct the end-to-end sales-to-delivery lifecycle to guarantee reliable client outcomes. Bridge functional gaps between Sales, Logistics, and Operations to eliminate processing bottlenecks. Identify operational disruptions impacting lead times, product fulfillment, or client satisfaction, implementing permanent fixes. After-Sales Service & Warranty Strategy Direct post-sale service frameworks, including intake queues, issue triage, resolution workflows, and field technician dispatches. Track critical performance indicators such as response SLAs, first-contact resolution rates, and warranty expenditure trends. Facilitate root-cause problem solving alongside Engineering and Quality teams to reduce recurring product defects. Ensure all post-sale customer touchpoints reflect high quality and professionalism. Commercial Systems Ownership (ERP / CRM) Act as the business owner for commercial functionality within enterprise ERP and CRM platforms. Design and govern standardized workflows for quote-to-order conversions, customer master data, and sales pipeline tracking. Partner with enterprise IT to roll out system improvements, eliminate manual processes, and drive high adoption rates across commercial teams. Operational Strategy & Performance Management Standardize commercial workflows across product divisions, sales regions, and distribution channels. Implement operational reporting dashboards covering order intake, order-to-shipment ratios, backlog health, and warranty cost factors. Facilitate recurring cross-functional reviews (e.g., backlog tracking, escalation handling, service performance) with Supply Chain, Finance, and Manufacturing leaders. Candidate Qualifications Required Background 10-15+ years of progressive leadership experience in commercial operations, client service management, or field service strategy. Strong background within a manufacturing, heavy equipment, durable capital goods, or similar experience in b2b. Proven track record leading commercial business processes within major enterprise ERP and CRM software suites. Demonstrated history of successfully restructuring both front-end order fulfillment and post-sale service operations. Deep expertise in enterprise order management, warranty operations, and client lifecycle management. Strong data analytics capability with an ability to translate operational metrics into strategic initiatives. Outstanding cross-functional collaboration skills with a track record of influencing cross-departmental partners. Experience driving continuous improvement (Lean/Six Sigma methodologies preferred). Travel could be 60%+ in North America for the first few months and will taper off from there. Bilingual is a plus. Salary could be 180-200k or higher (depending on experience), plus 30% target bonus. Full benefits available. #J-18808-Ljbffr