Vice President of Customer Operations
Description
Vice President of Customer Operations
Location: Charlotte, NC
Hard Requirement: we are seeking candidates with experience working for hardware product-based manufacturing companies. Our products have IoT embedded software capabilities; however, this candidate MUST have global customer service and supply chain experiences supporting a hardware product portfolio.
The VP of Customer Operations will serve on InVue’s Executive Leadership Team (ELT) and report to InVue’s CEO. The VP of Customer Operations is responsible for developing and leading the delivery of a premium global B2B customer care and supply chain operations to support a mid-sized, fast growing, privately held product based IoT company.
This position will be responsible for leading InVue’s global customer care, supply chain and customer program management organizations focused on delivering an exceptional customer experience. This person will be looked to as the global leader and subject matter expert for driving customer operation initiatives throughout the organization.
RESPONSIBILITIES
This person will lead an organization of 65+ FTE’s in 3 countries. Global functional areas include customer support, key account management, customer program management, technical support, field installation/service and supply chain.
- Serve as the lead for the global customer care organization to drive standardization and evolution of service.
- Develop and lead global customer service initiatives scalable to ensure hardware and software market expansion and growth.
- Identify opportunities to expand our 24/7 service organization that delivers high quality to delight our customers. Focused on global support.
- Utilize and expand our metrics to measure the customer focused teams to ensure world-class services are provided.
- Responsible for building an organization to deliver client service for our connected hardware and software products.
- Partner with our product and sales organization in the monetization of InVue’s service offerings and operations.
- Serve as a thought leader to influence, develop, and implement strategies that enhance customer satisfaction.
- Collaborate with sales and marketing leadership to create sales enablement tools and materials that drive service revenue.
- Drive supply chain strategies that align with business objectives and optimize sales while balancing working capital needs.
- Lead and expand our customer program management team which focuses on scale key strategic accounts as the organization grows. Ensuring successful implementation and execution of customer-centric programs.
QUALIFICATIONS
- Bachelor’s degree in business administration, supply chain management, or a related field;
- 12+ years professional experience including 7+ years in a B2B global hardware product-based customer service and supply chain leadership roles with experience in managing people and processes; including remote international teams.
- Experience building and leading the monetization of global services
- Experience in 24/7 global hardware-software customer service, field installation and account management
- Must have experience with B2B hardware and software service models
- Proven ability to plan and manage the operational process for maximum efficiency and productivity.
- Ability to create, streamline and implement new processes, structures and roles that create speed, efficiency, and support rapidly shifting business demands.
- Capable of collaborating with individuals at all levels of an organization.
- Demonstrated global team leadership experience with the ability to provide constructive feedback and direction to both internal and external team members
- Strong attention to detail and follows through on actions
- Exhibits a strong ability to manage multiple demands with a sense of urgency, drive, and energy
- Record of developing and implementing change which positively impacts company performance
- Travel as necessary to suppliers, sales offices, and warehouses, estimated at 25%
- Excellent executive presence, communication skills, both verbal and written
InVue Security Products, Inc is an Equal Opportunity employer. Federal law prohibits employers from discriminating against any applicant for employment because of applicant’s race, sex, color, religion, national origin, age, or disability. InVue Security Products, Inc. is fully committed to complying with Federal law and will not discriminate against any applicant for employment.