Director of Customer Service Operations

4 days ago


Needham MA USA, United States King & Bishop Full time

Director of Customer Service Operations at King & Bishop

We are seeking a seasoned Director of Customer Service Operations to lead our Customer Service Division. This critical role reports directly to the EVP & GM of Commercial Operations for North America and manages a team of seven direct reports.

The ideal candidate will have 3-5 years of experience in operations management, preferably in a director-level role or equivalent. Strong background in process improvement, ERP systems, and logistics management is a must.

Key Responsibilities:

  • Lead and manage the operations team, focusing on talent development, training, and performance improvement to meet organizational goals.
  • Oversee the processing of field and hospital orders, ensuring accurate and timely delivery of products to over 220 distributors and 2,000 hospitals nationwide.
  • Drive the implementation of new strategies, standard operating procedures (SOPs), and process improvements that consistently meet or exceed monthly and quarterly revenue targets.
  • Manage relationships with third-party logistics (3PL) partners and negotiate shipping rates with FedEx and DHL for both domestic and international shipments.

Requirements:

  • Proven leadership experience in operations management.
  • Strong background in process improvement, ERP systems, and logistics management.
  • Excellent team management skills, with a focus on training, development, and team performance.
  • Experience negotiating with third-party logistics providers and shipping partners.
  • Ability to collaborate with cross-functional teams to achieve operational and organizational goals.


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