Director of Operational Services

Join Toshiba America Business Solutions as a Director of Operational Services in Charlotte, NC.

What You'll Do

• Provide strategic leadership and oversight for Customer Care, supply fulfillment and service dispatch operations.


• Establish performance expectations and service standards; review departmental metrics, trends and escalations; identify areas of concern and drive corrective action through department leadership.


• Ensure resources, processes and priorities are aligned with regional business needs and customer expectations.


• Develop, implement and manage operational process improvement initiatives across assigned functions.


• Evaluate workflows, identify gaps and inefficiencies, establish standardized procedures and best practices, and champion change management to ensure improvements are successfully implemented and sustained.


• Partner with Sales, Service, Supply, Finance, Administration and Operations leadership to resolve complex operational issues and identify opportunities for improvement.


• Develop and maintain procedures and controls that support regional strategy, improve customer experience, reduce cost and increase operational efficiency.


• Provide leadership and oversight for ABC and out-of-territory coordination across the region.


• Establish processes, service expectations and accountability for dealer and partner coordination; monitor execution and escalations; identify recurring issues and implement improvements to ensure consistent execution and customer experience across markets.


• Provide operational leadership for major accounts, complex implementations and strategic customer initiatives requiring coordination across multiple markets or departments.


• Partner with stakeholders to establish execution plans, identify operational risks, remove barriers and ensure commitments are successfully executed.


• Establish and monitor KPIs and operational reporting for assigned functions.


• Analyze performance, service levels, trends, recurring issues and areas of opportunity; develop regular narratives and business reviews for Operations leadership; recommend actions and follow through with department leaders to drive measurable improvement.


• Perform other duties as assigned.

What You’ll Bring

• Bachelor's degree in Business or related field, or equivalent combination of education and experience.


• Minimum of 8 years of increasingly responsible experience in business operations, customer support, supply chain management, logistics, operational execution/implementation, process improvement, sales support or related functions, including a minimum of 4 years in a management capacity.


• Proven ability to lead managers and teams, establish priorities, develop talent and drive accountability across centralized support functions.


• Working knowledge of process improvement methodologies and best practices. Strong change management skills with demonstrated ability to lead improvement initiatives in fast-paced, multifaceted environments.


• Strong communication, negotiation and collaboration skills with demonstrated ability to build cross-functional partnerships and lead cross-functional teams, programs and initiatives.


• Demonstrated analytical, project management and business planning skills with ability to use metrics and operational data to identify trends, risks and improvement opportunities.


• Proficient Microsoft Office skills, including Excel, Word and PowerPoint.


• Must have ability to travel.

Earn Well

• Base Salary: $82,000.00 to $88,000.00 depending on the experience.


• Additional earnings in the form of bonus plan opportunity of 15% MIP

Benefits

• Medical, dental, and vision coverage


• 401(k) plan with match and company provided life insurance


• Employee Assistance Programs, pre-tax spending accounts, pet insurance, and employee discounts


• Generous paid holidays, vacation & sick/personal business/volunteer days


• Opportunities for career growth within a global technology organization

About Us

Toshiba America Business Solutions is a leader in digital technology, delivering innovative print, document management, and workflow solutions that help organizations across a wide range of industries.

At Toshiba, you’ll have opportunities to expand your expertise, gain exposure to multiple areas of the business, and build a rewarding career with a trusted global organization.

Learn More

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