Join Toshiba America Business Solutions as a Director of Operational Services in Charlotte, NC.
What You'll Do
- Provide strategic leadership and oversight for Customer Care, supply fulfillment and service dispatch operations.
- Establish performance expectations and service standards; review departmental metrics, trends and escalations; identify areas of concern and drive corrective action through department leadership.
- Ensure resources, processes and priorities are aligned with regional business needs and customer expectations.
- Develop, implement and manage operational process improvement initiatives across assigned functions.
- Evaluate workflows, identify gaps and inefficiencies, establish standardized procedures and best practices, and champion change management to ensure improvements are successfully implemented and sustained.
- Partner with Sales, Service, Supply, Finance, Administration and Operations leadership to resolve complex operational issues and identify opportunities for improvement.
- Develop and maintain procedures and controls that support regional strategy, improve customer experience, reduce cost and increase operational efficiency.
- Provide leadership and oversight for ABC and out-of-territory coordination across the region.
- Establish processes, service expectations and accountability for dealer and partner coordination; monitor execution and escalations; identify recurring issues and implement improvements to ensure consistent execution and customer experience across markets.
- Provide operational leadership for major accounts, complex implementations and strategic customer initiatives requiring coordination across multiple markets or departments.
- Partner with stakeholders to establish execution plans, identify operational risks, remove barriers and ensure commitments are successfully executed.
- Establish and monitor KPIs and operational reporting for assigned functions.
- Analyze performance, service levels, trends, recurring issues and areas of opportunity; develop regular narratives and business reviews for Operations leadership; recommend actions and follow through with department leaders to drive measurable improvement.
- Perform other duties as assigned.
What You’ll Bring
- Bachelor's degree in Business or related field, or equivalent combination of education and experience.
- Minimum of 8 years of increasingly responsible experience in business operations, customer support, supply chain management, logistics, operational execution/implementation, process improvement, sales support or related functions, including a minimum of 4 years in a management capacity.
- Proven ability to lead managers and teams, establish priorities, develop talent and drive accountability across centralized support functions.
- Working knowledge of process improvement methodologies and best practices. Strong change management skills with demonstrated ability to lead improvement initiatives in fast-paced, multifaceted environments.
- Strong communication, negotiation and collaboration skills with demonstrated ability to build cross-functional partnerships and lead cross-functional teams, programs and initiatives.
- Demonstrated analytical, project management and business planning skills with ability to use metrics and operational data to identify trends, risks and improvement opportunities.
- Proficient Microsoft Office skills, including Excel, Word and PowerPoint.
- Must have ability to travel.
Earn Well
- Base Salary: $82,000.00 to $88,000.00 depending on the experience.
- Additional earnings in the form of bonus plan opportunity of 15% MIP
Benefits
- Medical, dental, and vision coverage
- 401(k) plan with match and company provided life insurance
- Employee Assistance Programs, pre-tax spending accounts, pet insurance, and employee discounts
- Generous paid holidays, vacation & sick/personal business/volunteer days
- Opportunities for career growth within a global technology organization
About Us
Toshiba America Business Solutions is a leader in digital technology, delivering innovative print, document management, and workflow solutions that help organizations across a wide range of industries.
At Toshiba, you’ll have opportunities to expand your expertise, gain exposure to multiple areas of the business, and build a rewarding career with a trusted global organization.
Learn More
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