5-7 years of operational leadership experience in a customer-centric role
Proficiency in applying technology, particularly LLMs, to improve service efficiency
Strong problem-solving skills with a focus on identifying root causes
Experience leading cross-functional teams in dynamic environments
Ability to thrive in ambiguous situations and manage change effectively
Responsibilities
Apply large language models to enhance customer service operations.
Identify and eliminate friction in the order-to-payment process.
Drive automation initiatives in distribution to scale operations effectively.
Lead cross-functional teams to develop and implement solutions.
Identify and resolve operational pain points to enhance customer experience.
Benefits
100% tuition reimbursement for continuous learning
Access to informal and formal mentorship programs
Comprehensive health plans with no monthly premiums
Paid parental leave for all new parents
Support for adoption and surrogacy assistance
First-time home buyer assistance
Company-funded retirement accounts that lead the industry
Paid time off for vacation and personal needs
Full Job Description
About the job
What You'll Do
As part of the Customer Service and Fulfillment leadership team, you'll take on high-impact work that shapes how we serve customers and scale our operations. This role is a path to senior leadership, with progress driven by the impact of your work-not a fixed timeline. Over time, you'll grow into a general manager who tackles business-critical challenges such as:
Apply LLMs to transform how we work. Use large language models to improve how we serve customers-from automating routine tasks to increasing the precision and coverage of our customer support systems. You might enhance our ability to auto-complete more customer service requests, develop a new chatbot that handles more complex inquiries, or use AI to uncover patterns in customer credits and feedback-like identifying trends in damaged shipments-so we can solve root causes faster.
Remove ordering friction. Identify and eliminate barriers in the order-to-payment process so customers can place and receive orders seamlessly. Your work will improve reliability, reduce manual exceptions, and make it easier for customers to do business with us.
Drive automation in distribution. Help design and implement automation in our distribution operations to scale efficiently, improve accuracy, and deliver even faster service. You'll help build the systems that keep our operations sharp as we grow.
Lead cross-functional teams. Work across tech, service, and distribution teams to bring solutions to life. You'll define problems clearly, align stakeholders, and ensure ideas turn into sustained improvements.
Spot and solve operational pain points. Identify recurring issues in how we serve customers-from credit adjustments to delays-and lead efforts to fix them at the root. Your work will improve both the customer experience and operational efficiency.
Who You Are
You're energized by shaping direction and rolling up your sleeves to drive results. You thrive in ambiguity, take ownership of meaningful outcomes, and bring others with you-building trust, sharing context, and solving problems through collaboration. You may come from consulting, engineering, banking, or somewhere entirely different. What matters most is how you think, how you learn, and how you lead. If you're curious, driven, and eager to take on challenges that matter, McMaster-Carr offers the chance to make an impact and grow into a leader.
Cash Compensation
Total cash compensation is generally around $175,000 to $390,000 and includes a profit sharing based on company profitability.
You will also receive a relocation stipend and signing bonus.
Benefits
Growth & Learning
100% tuition reimbursement
Informal and formal mentorship
Employee resource groups
Health & Wellbeing
Medical, dental, pharmacy, and vision plans with no monthly premiums
Inclusive, all-gender benefits
Family & Future
Paid parental leave for all new parents
Adoption and surrogacy assistance
First-time home buyer assistance
Industry leading company-funded retirement accounts
