About this opportunity
BrainWorks lists this Senior Director of Sales Operations & Customer Experience opportunity in dallas, Texas. Review the employer’s description below for duties, qualifications and application requirements.
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.
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Worksite address
dallas, TX, 75215, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.