Director of Operational Services

Join Toshiba America Business Solutions (https://bit.ly/46a756U) 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 …

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