The position will report to the VP, Global Operations & Logistics.

Overall Responsibilities:
As the Director of Customer Operations for the Americas at SDJ, you will play a pivotal role in ensuring operational excellence and customer satisfaction. You will be responsible for identifying critical customer and channel partner needs, aligning them with SDJ’s operational capabilities, and establishing clear metrics to position SDJ as the preferred supplier for operational performance. Your leadership will extend across Order Management, Sales Operations, Channel Partner Relations and Customer-Facing functions. Key responsibilities include:

• Strategic Alignment: Work closely with regional leadership to align customer operations strategies with overall business objectives and growth initiatives for the Americas region.
• Needs Identification: Proactively identify critical needs of customers and channel partners, collaborating with cross-functional teams to ensure SDJ’s operational capabilities meet or exceed those requirements.
• Operational Excellence: Develop and implement strategies to enhance operational efficiency in key areas such as Order Management, Sales Operations, Channel Partner Relations, and Customer-Facing functions.
• Metric Development: Establish and monitor key performance indicators (KPIs) to measure operational performance, ensuring that metrics align with customer expectations and industry standards. This includes creating a dual score card to understand both our performance and the how our channel partners perform.
• Supplier of Choice: Position SDJ as the preferred supplier by consistently delivering operational excellence, meeting or exceeding customer expectations, and fostering strong relationships with channel partners.
• Continuous Improvement: Drive continuous improvement initiatives that enhance SDJ and partner end to end supply chains to implement best practices and enhance overall efficiency.

Job Requirements/Qualifications:

• Education: Bachelor’s degree in Business Administration, Supply Chain, Operations Management, or a related field. MBA or advanced degree is a plus.
• Experience: 10+ years of progressive experience in customer operations, supply chain or other related fields.
• Previous experience in a leadership or managerial capacity is required.
• Leadership Skills: Demonstrated ability to lead and inspire cross-functional teams. Proven track record of driving operational excellence and achieving results.
• Communication Skills: Strong verbal and written communication skills, with the ability to articulate complex concepts and strategies clearly. Experience in presenting to executive leadership is essential.
• Analytical Skills: Strong analytical and problem-solving skills, with the ability to use data-driven insights to make informed decisions and drive improvements.
• Demonstrated ability to develop and implement strategic initiatives that drive operational efficiency and customer satisfaction.
• Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Excellent interpersonal and relationship-building skills, with the ability to collaborate effectively across different functions and levels of the organization.
• Proficient in the use of relevant software and tools for data analysis and reporting.
• Willingness to travel as needed to support customer operations in the Americas region.

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