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Director of Customer Operations

Location: Shakopee, MN
Date Posted: 16-03-2017
Director of Customer Operations                
Position Overview:
The Director will assist in defining the Global Customer Operations strategic plan and execute the plan for the Americas Customer Operations Organization. The Director will provide hands-on leadership for the day-to-day operations of Account Specialists providing proactive order management for our customers. He/she will also be responsible for process improvements and automation to enhance the customer experience and operational efficiency levels. The Director should have experience in implementing technology solutions, operate with a sense of urgency, and be an effective leader and influencer in a matrixed organization. This leader will also manage a resource team responsible for Oracle segments of Customer Master and Pricing, reporting, analytics, metrics and training.
Responsibilities:
  • Ensure operational excellence from order receipt through shipping and invoicing, working with cross-functional partners to create an excellent customer experience.
  • Drive effective and consistent use of operating systems (SFDC, CIT, CPQ, Oracle, etc.), identifying and executing best practices and system enhancements to improve the customer experience and team productivity.
  • Lead and participate on cross-functional project teams to facilitate and implement successful improvements to business processes and develop performance metrics and team goals.
  • Establish and manage team deliverables, ensuring that service-level objectives are consistently met or exceeded, with a focus on quality, accuracy, timeliness and effective communication. 
  • Provide guidance to team on a daily basis to effectively and swiftly resolve escalated issues, and/or to prioritize items needed from operational areas.
  • Motivate, lead, and support the leadership team and colleagues to provide excellent customer service. 
  • Provide colleagues with continual feedback on performance and areas of improvement; this includes conducting performance reviews and supporting individual development activities.
  • Conduct regular staff meetings with leadership and teams, providing updates and receiving feedback. 
  • Recruiting, hiring, training, and retention of new and existing colleagues.
  • Proactively implement strategies to improve employee satisfaction and deliver quantifiable results.
  • Maintain a deep understanding of Entrust Datacard business processes and system applications within Global Customer Operations.
  • Provides superior customer experiences to customers, partners, and internal Colleagues by consistently demonstrating Entrust Datacard core values.
Basic Qualifications
  • Bachelor’s degree.
  • 8+ years of leadership experience, preferably with experience leading customer service operations.
  • Demonstrated ability to lead in a matrix organization with strong influencing and change management skills 
  • Strong analytical and problem-solving skills
  • Ability to successfully deliver multiple complex projects simultaneously, meeting timeframes and quality standards
  • Highly organized and results-oriented with a sense of urgency
  • Excellent verbal and written communication
  • Demonstrated ability in delivering customer satisfaction
  • Proficiency with Microsoft Office
  • Ability to travel, including internationally. Less than 10% travel expected.
  • Must be able to lawfully work within the US and have unrestricted work authorization for US
Preferred Qualifications:
  • Customer Operations leadership experience in a service or manufacturing environment utilizing integrated business systems.
  • Familiarity with Oracle EBS, specifically for order management
  • Proficiency with Salesforce.com or another CRM system
  • Multilingual skills a plus, especially Spanish or Portuguese
About Entrust Datacard
Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.
Join us. Together we’ll create solutions for a more connected, mobile and secure life.
For more information, visit www.entrustdatacard.com. Follow us on Twitter, YouTube and LinkedIn. 
Entrust DataCard Corporation is an EOE/AA/Veteran/People with Disabilities employer.
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