Director, US Dealer Operations

About the position

The Director of US Dealer Operations at Teknion Corporation is responsible for developing and directing the operations department to enhance customer experience. This role involves championing business and process improvement methodologies, resolving escalations with the dealer network, providing training, and improving collective processes. The position is a stepping stone to the Director of US Customer Operations role, leading and managing the US Operations team.

Responsibilities

• Lead, develop and implement internal customer focused strategies, policies, and procedures that align with the company's dealer-driven approach.
• Engage in continuous conversations with Operations department team members to gain insights on customer experience performance.
• Develop and maintain strong relationships with dealer partners to understand their needs and requirements.
• Maintain strong corporate and factory business relationships to ensure service requirements are clearly defined.
• Analyze Operation metrics and performance data to identify trends and areas for improvement.
• Ensure department team members have up-to-date training and resources.
• Provide leadership and guidance to the US Operations Team, fostering accountability and teamwork.
• Create, communicate, and implement the organization's overall direction.
• Develop short- and long-term Operational business plans and budgets, monitoring performance against an approved budget.
• Prepare and present reports and analyses to senior leadership on service performance and opportunities for improvement.
• Develop and deliver presentations to Teknion's dealers and sales force as needed.
• Support and coordinate the onboarding of new dealers.
• Assess dealerships strengths and weaknesses to determine a customized approach for new dealers.
• Facilitate a multidisciplinary team to process-map and develop technical requirements for operation tools.
• Identify areas of opportunity related to manual administrative tasks and automate if possible.
• Develop and communicate common tool sets to improve dealer functions.

Requirements

• Bachelor's degree in business or closely related field required; experience in lieu of a degree may be considered.
• Minimum of 10 years' experience in a leadership role overseeing customer focused operations, preferably in a commercial furniture manufacturing or related industry.
• Strong understanding of customer focused principles and methodologies.
• Excellent communication and interpersonal skills for building relationships with dealer partners and internal stakeholders.
• Demonstrated leadership abilities with a track record of developing high-performing teams.
• Analytical mindset with proficiency in analyzing data and making data-driven decisions.
• Strong organizational skills to manage multiple priorities and projects simultaneously.
• Proficiency in Microsoft Office, Google suites, and CRM software.

Nice-to-haves

• Experience in the commercial furniture industry.
• Familiarity with process improvement methodologies.