Director, Customer Success Operations

Description

We are seeking a highly motivated and experienced individual to join our team as the Director of Customer Success Operations In this role, you will lead a team of dedicated professionals focused on expediting the payment process and enhancing customer satisfaction through Billing Support. You are responsible for setting the strategic vision, process improvements and ensuring operational efficiency.

Based in our office in downtown Minneapolis, our hybrid work model provides the best of both worlds. We #succeedtogether through occasional in person collaboration (3 times a week).

Does this sound like you?

• You excel in people development and creating a positive culture. You have a material depth of experience in team building, leading others, and forging new paths.
• You have been a guide and mentor through large changes, and you always start from a place of empathy during change management.
• You are no stranger to bringing new ideas to the table. You are well known for your critical thinking skills and your ability to see big picture, while catching all the details that make it work.

Why SPS?

We solve retail supply chain problems by cutting through inefficiency with innovation and automation. At SPS we empower retailers, suppliers, distributors, grocers and logistics partners to work better together with our people, our process and our tech products. We have the world's largest retail network, and we don't just lead the industry, we are the industry.

At SPS, we believe every employee makes a difference. We ensure employees have the tools, resources and training to explore new ideas and execute them. Our success comes from playing as a team and always playing to win. Careers don't just grow here, they're made here.

The Day-to-Day

This role will lead a team of customer centric focused payment recovery professionals. For the near term, this will include leading the team through a significant organizational change, evaluate and assess existing practices and seek out and implement process improvement ideas. This will include building on an existing base of team performance metrics to help push the evolution of this department. This is a position of relative high visibility with senior leadership across the organization.

• Inspire and motivate leaders to excel in their roles through empowerment, guidance, and strategic direction
• Lead teams by setting a vision, purpose and individual expectations and select, orient, train, coach, develop and inspire individuals to achieve established Bad Debt Expense goals
• Ensure a customer-centric focus, education, and behaviors are prioritized within the team. Embed this value into work processes, skills, practices, and culture. Measure quality and drive accountability to deliver exceptional customer experiences
• Act as a strategic thought partner/leader on issues and/or changes related to billing questions and payments to ensure that business partners are aware of impacts and risks to the receivable process for the changes being made
• Cultivate and maintain effective working relationships with department leaders and business partners, including Sales, Customer Success, and Technology, to create open channels of communication and partnership on customer escalations
• Lead forecasting and reporting of accounts receivable (e.g., bad debt expense, non-pay cancels, customer backlog)
• Drive process improvements and regularly communicate these improvements, potential risks, and impacts to senior management. Emphasize potential risk areas in our receivable processes and propose mitigation strategies
• Manage team initiatives related to internal controls, process improvements, while driving for efficiencies in processes, reporting opportunities, and data analysis related to receivables
• Serve as the customer escalation and resolution point for issues, disputes, and past due accounts; remove roadblocks for team to achieve results; approve negotiated payment schedules
• Take ownership and set strategy for partnerships with third-party collection agencies to ensure productive and mutually beneficial working relationships
• Use data to inform all aspects of our decision making, operating processes, and strategic direction

Minimum Requirements

• Bachelor's degree (Business, Accounting, or Finance preferred), or combination of equivalent education and experience
• 12+ years of relevant experience (billing support, collections, customer service or related), with at least 5+ years in a formal people management role and leading leaders
• Ability to set a clear strategic direction aligned with the company's goals and objectives
• Strategic thinker with the ability to analyze complex problems and develop innovative solutions
• Proven ability to identify metrics and trends to drive efficiencies in processes
• Exceptional organizational skills and attention to detail with the ability to manage multiple concurrent responsibilities

• Excellent communication, leadership, and collaborative skills to work effectively with teams throughout the organization as well as external service providers
• Demonstrated track record of delivering results and achieving financial targets
• Demonstrated ability to analyze issues, determine and implement appropriate solutions, and resolve problems
• Sound judgment and decision-making abilities to navigate complex financial scenarios and drive business outcomes

Nice to haves

• Experience setting and shifting priorities with self and within team of direct reports in an environment of high growth and continual change

SPS Commerce offers a comprehensive package of benefits including health, dental, vision, disability, and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.

** EOE including disability / veteran **