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Director of Customer Operations (Closed)

Date Posted: 9/1/2020

Job #1575605
Manheim, Pennsylvania

Lucas Group: Director of Customer Operations


Lucas Group is contained on a search with an international manufacturer for a strategic Director of Customer Operations located in Lititz, PA.


Position Summary: The Director of Customer Operation position oversees all areas of customer operation. The Director of Customer Operation will ensure a “Best in Class” customer service organization is created and maintained through implementing solutions to further develop, maintain and improve customer experience, satisfaction and loyalty. As a key member of the Operations leadership team, this position will be responsible for aligning the performance of their organization to overall strategic and operational plans.


Essential Duties and Responsibilities:

  • Participates in formulating and administering company policies and developing long-range goals and objectives.
  • Reviews analysis of activities, costs, operations, and forecast data to determine department or division progress toward stated goals and objectives.
  • Attract, develop, motivate, and retain top quality talent - lead team to maximize their potential and strategically upgrade overall potential, skills and capabilities.
  • Ensure our operations are continually focused on productivity enhancements through automation and innovation.
  • Collaborate with sales and marketing team to maximize revenues and customer loyalty.
  • Ensure compliance with regulatory requirements impacting customer care function.
  • Monitor business and process metrics to measure and manage customer service effectiveness.
  • Review and approve the staffing structure and workload of each location taking into account the needs of the customer base.
  • Develop succession plans and ensure a pool of individuals is trained and capable of taking on additional responsibilities.
  • Active involvement in and ownership to achieve a world class Customer Support Operation and improve service levels through consistent processes that drive efficiency and productivity.
  • Liaise with and act as a key (escalation) contact and interface for key customers and other internal departments.
  • Participation in cross-functional projects.
  • Limited travel as necessary.



Required Knowledge, Skills & Abilities:

  • Bachelor's degree in business management or related. 
  • 10+ years’ working in a lead role in a customer operations capacity.
  • 5+ years’ experience in people management.
  • Data-driven decision making ability.
  • Aptitude for quantitative analysis, strategic and tactical thinking, and detailed planning.
  • Strong project communication, management and organizational skills.
  • Fundamental IT knowledge (ERP – Oracle or SAP, MS Office, MS Outlook)



Desired Knowledge, Skills & Abilities:

  • An advanced degree such as an MBA
  • 3+ years of experience in a manufacturing environment
  • Experience working with technical support
  • Experience in international environment
  • Experience of using quality and lean tools an advantage



  • Complete insurance coverage starting on first day of employment – medical, dental, vision, life
  • 401(k) with company match
  • Tuition reimbursement
  • Bonus opportunity
  • Vacation and Holiday pay