Bachelor's Degree in Business, Leadership, Operations, or related field preferred; equivalent experience may be considered.
10+ years in customer operations, customer service, or aftermarket experience in a manufacturing/distribution environment preferred.
Experience leading multi-level teams, including supervisors and customer service professionals.
Experience managing multi-site and/or multi-country teams preferred.
Strong understanding of customer service processes and escalation management.
Responsibilities
Lead a multi-country Customer Operations organization supporting customers in the U.S. and Canada.
Manage Supervisors, Team Leads, Technical Support Specialists, and Customer Service Representatives.
Conduct performance reviews, talent assessments, and goal setting.
Develop and execute Customer Operations strategies aligned with business objectives.
Serve as the primary escalation point for critical customer issues.
Own operational performance metrics and drive achievement of customer service goals.
Collaborate with cross-functional teams to enhance customer-facing digital platforms.
Benefits
Opportunities for employee development and succession planning.
Involvement in cross-functional projects and initiatives.
Travel opportunities for operational alignment and employee development.
Engagement in leadership meetings and strategic planning discussions.
Full Job Description
Job Purpose
Lead Customer Operations strategy and execution, supporting customers throughout the United States and Canada, through call centers located in Maumee, Ohio, and Toluca, Mexico. Responsible for customer experience, operational performance, employee development, escalation management, business process improvement, digital transformation initiatives, and cross-functional collaboration to support Original Equipment and Aftermarket business objectives.
Organization Scope:
Direct Reports: 12
Indirect Reports: 3
Leadership Positions Managed: Supervisor, Team Leads, Technical Support Specialists, and Customer Service Representatives
Geographic Team Scope: United States and Mexico
Customer Support Scope: United States and Canada
Job Duties and Responsibilities
Lead a multi-country Customer Operations organization supporting customers throughout the United States and Canada.
Directly manages Supervisors, Team Leads, Technical Support Specialists, and Customer Service Representatives.
Provide leadership, coaching, mentoring, employee development, and succession planning.
Approve employee time off requests and oversee workforce planning and staffing requirements.
Develop and execute Customer Operations strategies aligned with Aftermarket business objectives.
Serve as the primary escalation point for critical customer issues impacting service, delivery, order fulfillment, product support, and customer satisfaction.
Lead cross-functional resolution efforts involving Sales, Supply Chain, Manufacturing, Distribution, Finance, Quality, IT, and Technical Support teams.
Own operational performance metrics including phone performance, chat performance, case management, productivity, response times, escalation resolution, and customer satisfaction.
Drive achievement of customer service goals includes response within 3 hours and case closure within 24 hours.
Develop, analyze, and present KPI dashboards, performance reporting, and operational insights to leadership.
Lead customer operations projects supporting continuous improvement, process improvements, system enhancements, organizational changes, and business growth initiatives.
Represent Customer Operations in enterprise system implementations and enhancements, including requirements gathering, process design, testing, user acceptance testing, training, and change management activities.
Collaborate with cross-functional teams to develop and enhance customer-facing digital platforms and self-service solutions that improve customer experience and operational efficiency.
Lead workforce transition initiatives, including organizational restructuring, staffing strategy, recruitment support, onboarding, training, knowledge transfer, and operational stabilization activities.
Prepare and deliver presentations to customers, leadership teams, and cross-functional stakeholders.
Represent Customer Operations in leadership meetings, business reviews, and strategic planning discussions.
Partner with Sales and Customer Account teams to support customer retention, growth opportunities, and customer experience initiatives.
Travel domestically and internationally, including Mexico, to support employee development, operational alignment, process standardization, and business objectives.
Drive a culture of accountability, collaboration, continuous improvement, and customer focus.
Decision-Making Authority and Organizational Impact
Makes decisions regarding workforce planning, staffing recommendations, employee development, performance management, and day-to-day operational execution within Customer Operations.
Provides leadership and direction to Supervisors, Team Leads, Technical Support Specialists, and Customer Service Representatives.
Exercises independent judgment in prioritizing customer escalations, operational issues, resource allocation, and service recovery efforts.
Recommend process improvements, organizational changes, staffing adjustments, and operational initiatives to improve efficiency, customer experience, and business performance.
Influences cross-functional decision-making through collaboration with Sales, Supply Chain, Manufacturing, Distribution, Finance, Quality, IT, and Technical Support organizations.
Represents Customer Operations in leadership discussions and provides recommendations regarding customer trends, service performance, operational risks, and improvement opportunities.
Responsible for achieving operational performance objectives related to customer responsiveness, case resolution, productivity, service levels, and customer satisfaction.
Education and Qualifications
Bachelor's Degree in Business, Leadership, Operations, or related field preferred; equivalent experience may be considered.
10 + years in customer operations, customer service, customer experience, or aftermarket experience in a manufacturing/distribution environment preferred.
Experience leading multi-level teams, including supervisors, team leads, technical support, and customer service professionals.
Experience managing multi-site and/or multi-country teams preferred.
Support customers across multiple regions or countries, including the United States and Canada.
ERP systems, CRM platforms, customer portals, digital tools, and Microsoft Office Suite.
Salesforce or similar customer relationship management platforms preferred.
Experience leading or participating in system implementations, process improvement initiatives, and organizational change activities.
Strong understanding of customer service processes, order management, escalation management, case management, and customer support operations.
Ability to travel domestically and internationally as required.
Skills and Competencies
Strategic leadership and operational execution
Customer escalation management and conflict resolution
Performance management, coaching, and employee development
KPI development, analysis, dashboarding, and leadership reporting
Project leadership, continuous improvement, and change management
Cross-functional collaboration and influence without direct authority
Executive, customer, and stakeholder presentation skills
Workforce planning, staffing coordination, and organizational alignment
Strong written and verbal communication skills
Manufacturing, distribution, aftermarket, and customer operations knowledge
Ability to manage multiple priorities in a fast-paced, customer-focused environment
About Dana Incorporated
Dana Incorporated is a global supplier of drivetrain and e-propulsion systems for passenger cars, commercial vehicles, and off-highway equipment. The company's products include axles, driveshafts, transmissions, and electrodynamic technologies. Dana Incorporated serves customers in the automotive, commercial vehicle, and off-highway markets. The company operates through four segments: Light Vehicle Driveline Technologies, Commercial Vehicle Driveline Technologies, Off-Highway Drive and Motion Technologies, and Power Technologies. Dana Incorporated was founded in 1904 and is headquartered in Maumee, Ohio.
