Teknion, LLC
Director, US Dealer Operations
Teknion, LLC, Mount Laurel, New Jersey, United States,
Reports to
Director, US Customer Operations
Position Summary
This role focuses on developing and directing the operations department to enhance the customer experience. The Director will champion and deploy business and process improvement methodologies and toolsets across the department. The incumbent will be responsible for working with our dealer network across the US to resolve escalations, provide training and improve our collective processes. Ultimately, this position will transition to the Director of US Customer Operations role leading and managing the US Operations team.
Essential Job Duties and 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, gaining insight and perspectives relative to Teknion’s customer experience performance.
Develop and maintain strong relationships with dealer partners to understand their needs and requirements. Lead in-person strategy and feedback sessions as required.
Maintain strong corporate and factory business relationships to ensure the US market’s service requirements are clearly defined and visible.
Analyze Operation metrics and performance data to identify trends, areas for improvement, and opportunities to enhance service quality and efficiency.
Ensure department team members have up-to-date training and that their skills and resources are current.
The Director’s transition to management responsibility for the US Operations Team provides leadership and guidance while fostering accountability, teamwork, and continuous improvement.
Create, communicate, and implement the organization’s overall direction.
Responsible for the development of short- and long-term Operational business plans and budgets while monitoring performance against an approved budget.
Prepare and present reports, analyses, and recommendations to senior leadership on service performance, trends, and opportunities for improvement.
Accountable for developing, coordinating or delivering presentations to Teknion’s dealers and sales force, as needed.
Support and coordinate the onboarding of new dealers as required.
Assess dealerships strengths and weaknesses to determine a customized approach that aligns with the needs of the new dealer.
Participation and development of common operational processes between markets
Facilitate a multidisciplinary team to process- map and develop technical requirements for operation tools.
Identifying areas of opportunity related to manual administrative tasks and automate if possible.
Develop and communicate common tool sets to improve dealer functions including training and best practices.
Other duties as assigned.
Experience, Skill and Educational 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, dealer or related industry.
Strong understanding of customer focused principles, practices, and methodologies, with a focus on delivering exceptional customer experiences.
Excellent communication and interpersonal skills, with the ability to build and maintain relationships with dealer partners and internal stakeholders.
Demonstrated leadership abilities, with a track record of effectively leading and developing high-performing teams.
Analytical mindset and proficiency in analyzing data, identifying trends, and making data-driven decisions to improve service performance.
Strong organizational skills, with the ability to manage multiple priorities, deadlines, and projects simultaneously.
Proficiency in Microsoft Office and Google suites, customer relationship management (CRM) software with the ability to learn new technologies as needed.
Willingness to travel as needed.
Travel Requirements
30% travel in the US and Canada
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Director, US Customer Operations
Position Summary
This role focuses on developing and directing the operations department to enhance the customer experience. The Director will champion and deploy business and process improvement methodologies and toolsets across the department. The incumbent will be responsible for working with our dealer network across the US to resolve escalations, provide training and improve our collective processes. Ultimately, this position will transition to the Director of US Customer Operations role leading and managing the US Operations team.
Essential Job Duties and 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, gaining insight and perspectives relative to Teknion’s customer experience performance.
Develop and maintain strong relationships with dealer partners to understand their needs and requirements. Lead in-person strategy and feedback sessions as required.
Maintain strong corporate and factory business relationships to ensure the US market’s service requirements are clearly defined and visible.
Analyze Operation metrics and performance data to identify trends, areas for improvement, and opportunities to enhance service quality and efficiency.
Ensure department team members have up-to-date training and that their skills and resources are current.
The Director’s transition to management responsibility for the US Operations Team provides leadership and guidance while fostering accountability, teamwork, and continuous improvement.
Create, communicate, and implement the organization’s overall direction.
Responsible for the development of short- and long-term Operational business plans and budgets while monitoring performance against an approved budget.
Prepare and present reports, analyses, and recommendations to senior leadership on service performance, trends, and opportunities for improvement.
Accountable for developing, coordinating or delivering presentations to Teknion’s dealers and sales force, as needed.
Support and coordinate the onboarding of new dealers as required.
Assess dealerships strengths and weaknesses to determine a customized approach that aligns with the needs of the new dealer.
Participation and development of common operational processes between markets
Facilitate a multidisciplinary team to process- map and develop technical requirements for operation tools.
Identifying areas of opportunity related to manual administrative tasks and automate if possible.
Develop and communicate common tool sets to improve dealer functions including training and best practices.
Other duties as assigned.
Experience, Skill and Educational 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, dealer or related industry.
Strong understanding of customer focused principles, practices, and methodologies, with a focus on delivering exceptional customer experiences.
Excellent communication and interpersonal skills, with the ability to build and maintain relationships with dealer partners and internal stakeholders.
Demonstrated leadership abilities, with a track record of effectively leading and developing high-performing teams.
Analytical mindset and proficiency in analyzing data, identifying trends, and making data-driven decisions to improve service performance.
Strong organizational skills, with the ability to manage multiple priorities, deadlines, and projects simultaneously.
Proficiency in Microsoft Office and Google suites, customer relationship management (CRM) software with the ability to learn new technologies as needed.
Willingness to travel as needed.
Travel Requirements
30% travel in the US and Canada
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