Director, US Customer Operations

  • Teknion
  • Mount Laurel, NJ, USA
  • Feb 09, 2018
Full time Management

Job Description

Position Responsibilities 

The position is responsible for maintaining oversight and providing direction to the US operational team.  Departments include: Order Entry, Pre-order, Technical Support, Mockups, Operational support (Project managers and customer service).  The incumbent is responsible for co-developing and implementing policies, standards and operational procedures.  He/She is required to champion and deploy business and process improvement methodologies and tool sets across the department. 

Additional responsibilities include managing escalations with customer service.

Reporting to this position:  Operational managers, Pre-order, Order Entry manager, Mockup project manager.


  • 10-15 years of management experience overseeing multi-disciplined departments
  • Mechanical engineering degree preferred but not required.
  • MBA desirable
  • Process trained (Lean /Black belt certified)
  • Experience managing large scale projects including systems and process improvements
  • Experience with operational management and client relations
  • Ability to influence, lead and motivate teams (both direct and indirect reports).
  • Excellent computer skills, including Microsoft Word, Excel, MS Project and PowerPoint, knowledge of ERP an asset
  • Excellent project management and problem-solving skills.
  • Ability to quickly learn and apply new disciplines, techniques and technologies.
  • Contract furniture experience is desirable.
  • High dollar budget and expense management
  • Supporting a staff of approximately 35 employees.
  • Excellent conflict mediation and problem-solving skills.
  • Strong written and verbal communication skills
  • Strong organizational skills
  • Knowledge of the office furniture industry, or the manufacturing environment is an asset
  • General understanding of manufacturing operations