Director of Customer Operations

Job Description

Company Overview:
Brady Corporation is an international manufacturer and marketer of complete solutions that identify and protect people, products and places. Brady's products help customers increase safety, security, productivity and performance and include high-performance labels, signs, safety devices, printing systems and software. Founded in 1914, the Company has a diverse customer base in electronics, telecommunications, manufacturing, electrical, construction, medical, aerospace and a variety of other industries. Brady is headquartered in Milwaukee, Wisconsin and as of July 31, 2021, employed approximately 5,700 people in its worldwide businesses. Brady's fiscal 2021 sales were approximately $1.14 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. More information is available on the Internet at www.bradyid.com.

Brady offers a hybrid work option that allows for both personal flexibility and in person collaboration to deliver the greatest outcomes for our people and customers. This option is a mix of in the office and one or two offsite days which are pre-determined based on role and function.

Position Reports To: General Manager - IDS Americas

Position Summary: Sets the strategic direction and priorities for North America Customer Operations. Manages a team of leaders consisting of Customer Service, Order Management, Technical Support, Training and Repair Services focused on executing and managing the direction and vision for Service Excellence. Responsibilities include execution of critical KPIs, goal setting, ownership of roadmap including Lean and Technology projects and ensuring policy and compliance within all areas. Provides input to overall business objectives.

Essential Duties and Responsibilities:

• Responsible for development and execution of a roadmap of projects and strategies that increase service excellence and operational efficiency
• Establish and monitor all qualitative and quantitative KPIs to deliver improved customer experience and ensure compliance
• Drive continuous improvement initiatives through lean daily management (LDM) and problem solving
• Responsible for the structure, methods, materials and delivery of training across Customer Operations
• Drive employee engagement and retention through talent management activities - motivating, aligning and retaining a talent pipeline
• Work in coordination with Leadership and IT to prioritize projects and resource allocation across North America
• Work with Marketing and IT to advance self service initiatives that will reduce workload and improve customer response times
• Set clear standards and expectations across all Customer Operation teams
• Identify and prioritize gaps negatively impacting customer experience or inefficiency within business

Required Knowledge, Skills Abilities

• Bachelor's degree in related field
• Minimum ten years of leadership experience in a technical service or customer facing function
• Highly effective with change management and ambiguity as business needs shift responding well under pressure and demonstrating flexibility
• Ability to clearly communicate orally and in writing to individuals and groups
• Strong financial and business acumen; a process orientation and an innovative mindset
• Strong leadership skills and drive for results
• Ability to travel 10%

Desired Knowledge, Skills Abilities

• AS9100 and ISO certification knowledge
• SAP, Pegasystems and/or Salesforce experience
• Manufacturing background a plus, specifically Lean methodology