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The ideal candidate is a strategic operator and people leader who thrives on building high-performing teams, introducing meaningful metrics, and continuously improving processes to deliver a best-in-class customer experience. Partner cross-functionally to address root causes of customer issues and improve the end-to-end customer journey.

YEAR

<h2>Director, Customer Operations</h2><div><div><div><div>Welcome to Campspot! Whether you are an avid camper, the occasional glamper, an expert RV-er, or new to the outdoors entirely, we're interested in working with you. Our team values diverse perspectives as we seek to create an easy-to-navigate and meaningful camping experience for everyone.We hope you will consider joining our team! ALL human beings are welcome, and we are committed to helping you thrive here. We believe our team, as well as the outdoors, is for everyone.  The RoleCampspot is seeking a Director of Customer Operations to lead and scale our Customer Support organization. This role will have direct oversight of the customer support team and will be responsible for driving operational excellence, team performance, and customer satisfaction.The ideal candidate is a strategic operator and people leader who thrives on building high-performing teams, introducing meaningful metrics, and continuously improving processes to deliver a best-in-class customer experience. Key ResponsibilitiesTeam Leadership & Management<ul><li>Lead, coach, and develop the Customer Support team, including managers and frontline support staff</li><li>Foster a customer-first culture focused on empathy, accountability, and continuous improvement</li><li>Research and implement new tools, including AI, to improve efficiency and customer experience</li><li>Manage relationships with vendor service providers</li><li>Develop planning forecast and match with staffing needs</li><li>Identify key bottlenecks and gaps across customer journey</li><li>Collaborate with Product to prioritize bug resolution</li><li>Analyze customer feedback to surface themes with broader product and strategy implications</li><li>Implement omni-channel monitoring and escalation across owned and public touchpoints</li><li>Manage QA of support interactions and investigate process breakdowns</li><li>Directly manage high-sensitivity service escalations</li><li>Partner with HR and leadership on hiring, onboarding, performance management, and career development</li></ul>Operational Excellence<ul><li>Own the day-to-day operations of Customer Support, ensuring consistent, high-quality service delivery</li><li>Design, implement, and refine scalable support processes and workflows</li><li>Identify inefficiencies and drive process improvements to enhance productivity and customer outcomes</li></ul>Metrics & Performance Management<ul><li>Define, track, and report on key customer support metrics (e.g.,response times, resolution times, ticket volume)</li><li>Use data and insights to identify trends, guide decision-making, and drive measurable improvements</li><li>Establish clear performance goals and accountability across the team</li></ul>Customer Experience & Cross-Functional Collaboration<ul><li>Serve as a champion for the customer, ensuring feedback and insights are shared with Product, Engineering, Sales, and other CX stakeholders</li><li>Partner cross-functionally to address root causes of customer issues and improve the end-to-end customer journey</li><li>Support major initiatives, product launches, and change management efforts impacting customers</li></ul><h3>Qualifications</h3><ul><li>7+ years of experience in customer support, customer operations, or customer experience roles</li><li>5+ years of experience leading and managing teams, including people managers</li><li>Proven experience building or scaling customer support operations in a SaaS or technology environment</li><li>Strong analytical skills with hands-on experience defining and using performance metrics</li><li>Excellent communication, leadership, and stakeholder management skills</li><li>Passion for delivering exceptional customer experiences and developing people</li></ul>Nice to Have<ul><li>Experience with support platforms (e.g., Hubspot and Aircall)</li><li>Background in process improvement methodologies (Lean, Six Sigma, or similar)</li><li>Experience working in a growth-stage or scaling organization</li><li>Experience working with third party service providers, including onshore and offshore</li></ul> Compensation and Benefits<ul><li>Anticipated starting annual salary: $110k-$130k</li><li>Competitive benefits, including medical, dental, vision, life, and disability insurance options at affordable rates</li><li>401(k) plan with employer match</li><li>Flexible and casual work environment</li><li>Employee camping credit to encourage getting outdoors and experiencing our product!</li></ul>This role will be a hybrid schedule in the Grand Rapids MI office location. </div></div></div></div><img alt="" height="1" src="https://jbgr.la/t/v/H4sIAAAAAAAA_6tWyspP8kxRslIytjA3MlbSUUrKTyxKAYsYAXklmbmpxSWJuQVKVnmlOTm1ehV-5eZmFkEZ6U4VFqYp5p4u6WbOqf5uJn5pWYU5hhnmwcGJ4TkBZbnpYY4Aon4CxFwAAAA=" width="1"/>

EG Professional

Director Customer Operations

Analysis Skills

Artificial Intelligence (AI)

Bug Tracking/Defect Management

Career Development

Change Management

Coaching

Communication Skills

Continuous Improvement

Cross-Functional

Customer Experience

Customer Satisfaction

Customer Service Operations

Customer Support/Service

Customer/Client Research

Forecasting

Improvement Metrics

Leadership

Lean Manufacturing

Lean Six Sigma

Metrics

Onboarding

People Management

Performance Management

Performance Metrics

Process Improvement

Product Engineering

Product Strategy

Product/Service Launch

Productivity Management

Quality Assurance

Sales

Service Delivery

Set Goals

Software as a Service (SaaS)

Staff Requirements

Supplier Relationship Management (SRM)

Team Lead/Manager

Trend Analysis

Vendor/Supplier Relations

Brightmove

ADAPTED_NOW

Lead Regional Contract Managers, Contract Sales Consultants, Bid colleagues, Manager Sales Strategy & Operations, and New Business Developers to grow local customers and deliver the agreed upon financial plan. Fully leverage Sysco’s proprietary CRM tool in the management of sales planning, prospecting, opportunity tracking, task management, and daily customer engagement and drive productive utilization of the tool among all colleagues.

Responsibilities: <ul><li>Lead Regional Contract Managers, Contract Sales Consultants, Bid colleagues, Manager Sales Strategy & Operations, and New Business Developers to grow local customers and deliver the agreed upon financial plan</li><li>Provide coaching, training, performance management, and feedback to improve colleague performance, grow lines, and drive profitability</li><li>Facilitate collaborative team selling culture to maximize sales; focus on engaging Sysco Specialty companies to fully penetrate customer accounts</li><li>Develop medium to long-term sales plans and prepare strategies to protect, grow and diversify the relationship with existing, targeted customers</li><li>Establish strategy for driving profitable new customer growth, with guidance from Regional VP of Sales, to define the long term strategic new business development goals</li><li>Leverage advanced analytics and customer insights to prioritize business opportunities within the region</li><li>Support face-to-face and remote sales to new customers and cross/up/repeat sales to existing customers </li><li>Assess customer needs and suggest appropriate products, services, and/or solutions </li><li>Support sales bids/proposals/presentations and provide guidance and approval for all customer MSAs </li><li>Directly support the National Sales Organization (VPNAs/Sr. NAMs) in implementing key corporate/market programs and objectives</li><li>Fully leverage Sysco’s proprietary CRM tool in the management of sales planning, prospecting, opportunity tracking, task management, and daily customer engagement and drive productive utilization of the tool among all colleagues</li><li>Manage new business pipelines, activities and close rates to support and drive planned outcomes.</li><li>Represent Sysco at various community and/or business meetings to promote the company</li><li>Ensure Training of Contract Sales and New Business Development team members</li><li>Represent Sysco at various community and/or business meetings to promote the company</li><li>Ensure Training of Contract Sales and New Business Development team members</li></ul>QUALIFICATIONS:Experience <ul><li>10+ years relevant sales experience</li><li>5+ years leading a B2B sales team in a professional sales environment with demonstrated success</li><li>3+ years of Contract Sales experience in food service distribution preferred.</li></ul>Education<ul><li>Bachelor's degree in Business, Sales, Marketing, Hospitality or Culinary Arts preferred</li><li>High school diploma or equivalent required</li></ul>Skills<ul><li>Ability to manage and motivate a regional sales organization focused on growing contract sales revenue </li><li>Ability to lead a team of high performing sales colleagues to deliver against deadlines and produce high-quality results </li><li>Ability to effectively coach, counsel, train and direct team members</li><li>Strong financial acumen and ability to properly plan and execute business plans</li><li>Demonstrated skills in the area of consultative selling, networking and negotiations</li><li>Business and foodservice operations acumen to manage sophisticated customers</li><li>Strong interpersonal skills and ability to work with and influence a variety of key stakeholders</li><li>Ability to express information in terms of profit and loss, food cost and expense ratio</li><li>Strong communication skills; ability to effectively communicate with internal and external teams</li><li>Excellent organizational and project management skills, including the ability to execute multiple initiatives at the same time</li><li>Ability to learn the use of proprietary CRM tools for planning and forecasting sales growth</li><li>Solid analytical problem-solving skills, including familiarity with analyzing reports and deriving insights from data</li><li>Embraces change and champions Global Support Center initiatives</li><li>Proficient in Microsoft Applications Suite (Word, Excel, PowerPoint, Outlook)</li></ul>Certificates, Licenses, and Registrations:<ul><li>Valid driver's license with a driving record that meets Company insurability standards</li></ul>Physical Demands:<ul><li>The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job.</li><li>While performing the duties of this job, the employee is regularly required to sit, stand, walk, and use hands and fingers to operate a computer keyboard, mouse, and telephone to talk and hear. The employee is frequently required to sit and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. </li><li>This position will require 35% travel utilizing personal vehicle</li></ul>Working Conditions:<ul><li>The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. </li><li>Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.</li><li>If working remote, must have required software to ensure timely communications and have a dedicated workspace free of any distractions and participate in conference calls in a business-friendly environment. </li><li>This position may require evening and weekend work depending on customer needs</li></ul>NOTICE:  The above statements are intended to describe the general nature of the environment and the level of work being performed by this job.  This job description in no way states or implies that the duties and responsibilities listed are the only tasks to be performed by the employee in this job. The employee will be required to follow any other instructions and to perform any other job-related duties requested by his or her supervisor.Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. This job description supersedes prior job descriptions.  When duties and responsibilities change and develop the job description will be reviewed and subject to changes of business necessity.#LI-SW1

Sysco is the global leader in selling, marketing and distributing food products to restaurants, healthcare and educational facilities, lodging establishments and other customers who prepare meals away from home. Its family of products also includes equipment and supplies for the foodservice and hospitality industries. With more than 72,000 colleagues, the company operates 334 distribution facilities worldwide and serves approximately 725,000 customer locations. For fiscal year 2023 that ended July 1, 2023, the company generated sales of more than $76 billion. Information about our Sustainability program, including Sysco’s 2023 Sustainability Report and 2023 Diversity, Equity & Inclusion Report, can be found at www.sysco.com.

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