Lead global, cross-functional management of BPG orders across sites/regions, ensuring responsive and reliable execution
Drive excellence in core operational motions: quoting, order entry, order management, and customer support
Coordinate across commercial, operations, supply chain, and other partners to remove obstacles and keep customers informed
Set and execute strategy to optimize the inquiry-to-delivery experience
Improve productivity and service levels by harmonizing processes and systems—without compromising quality or responsiveness
Champion digitization, AI, and automation opportunities that enhance customer experience and commercial effectiveness
Define global success metrics and operating cadence; monitor performance and lead corrective actions using KPI rigor (e.g., RCCA)
Deliver ad hoc analysis and quarterly performance reporting that informs leadership decisions

Bachelor’s degree in an analytical field (operations management, engineering, sciences, business, finance) or equivalent experience
10+ years in customer experience/customer operations leadership, including 4+ years with ERP/CRM and forecasting; understanding of how these connect to OTR, revenue recognition, contractual fulfillment, and SIOP
Demonstrated success leading global teams and large-scale organizational change in complex environments
Proven experience integrating and harmonizing business processes across functions/regions
Strong analytical, organizational, and communication skills; high competence in MS Office tools
Strong customer issue resolution and problem-solving track record
Ability to operate effectively in a matrixed, complex organization
Ability to travel up to 25%+
Internationally and Domestically

A choice of national medical and dental plans, and a national vision plan, including health incentive programs
Employee assistance and family support programs, including commuter benefits and tuition reimbursement
At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short
and long-term disability in accordance with company policy
Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

Senior Director, Customer Operations & Support

Key skills