Director - Commercial Operations

Standex•Belleville, WI

About The Position

The Director of Commercial Operations is responsible for leading and optimizing all customer-facing operational functions across the North America commercial organization. This includes customer service, order management, commercial execution, and service/warranty operations. This role owns the end-to-end customer experience—from order intake through fulfillment and post-sale support—and is accountable for ensuring a seamless, high-quality experience across all touchpoints. The Director also owns the customer-facing components of ERP and CRM systems, driving standardization, adoption, and data integrity to enable scalable growth and improved decision-making.

Requirements

10–15+ years of experience in commercial operations, customer service, or service/warranty leadership
Experience in a manufacturing, equipment, or durable goods environment strongly preferred
Proven experience owning or leading ERP/CRM systems from a commercial perspective
Demonstrated success improving both front-end execution and post-sale service operations
Strong operational leadership across both commercial and service functions
Deep understanding of ERP and CRM systems (Epicor, Salesforce, or similar)
Data-driven with strong analytical and problem-solving capabilities
Ability to lead cross-functional initiatives and influence without direct authority
Strong communication and organizational skills
High accountability and ownership mindset
Willingness to challenge inefficiencies and drive change
Ability to operate effectively in a fast-paced, evolving environment
Strong team leadership and talent development capabilities

Responsibilities

Lead and develop the North America customer service organization, including order entry, order management, and customer support
Establish and manage KPIs including order accuracy, response time, backlog management, and on-time delivery communication
Build a high-performance, accountable, and customer-focused team culture
Own end-to-end order execution from order receipt through delivery
Ensure alignment between Sales, Customer Service, and Operations to deliver consistent and reliable outcomes
Identify and resolve breakdowns impacting order accuracy, lead times, and customer satisfaction
Oversee service and warranty functions, including issue intake, triage, resolution, and field service coordination
Establish and track KPIs such as response time, resolution time, first-time fix rate, and warranty cost management
Drive root cause analysis on product, quality, and operational issues impacting customers
Partner with Engineering, Quality, and Operations to reduce recurring issues and improve product reliability
Ensure a consistent and professional customer experience in all post-sale interactions
Own the customer-facing functionality, workflows, and data integrity within ERP and CRM systems (e.g., Epicor, Salesforce)
Define and enforce standardized processes for order entry and management, customer data governance, quote-to-order conversion, and pipeline visibility and tracking
Drive adoption and proper usage of ERP/CRM systems across the commercial organization
Partner with IT and Digital teams on system enhancements, integrations, and upgrades
Eliminate manual workarounds and improve system-driven execution
Standardize and streamline commercial and service processes across regions, channels, and product lines
Lead automation initiatives to improve efficiency and reduce errors
Implement best practices to improve speed, accuracy, and scalability
Act as the primary liaison between Commercial, Supply Chain, Manufacturing, Engineering, Finance, and Service teams
Lead operating cadences including backlog reviews, escalation management, and service performance reviews
Partner closely with Sales leadership to proactively manage customer expectations and execution risks
Own the end-to-end customer experience across all channels
Develop and implement structured escalation processes for key accounts
Ensure timely, transparent, and effective resolution of customer issues
Develop and maintain dashboards and reporting for order intake vs. shipments, backlog health, service levels and response times, and warranty trends and cost drivers
Use data to identify trends, root causes, and improvement opportunities
Drive accountability across teams through performance transparency
Lead continuous improvement initiatives focused on cycle time reduction, error reduction, service performance, and cost control
Instill operational discipline and a process-driven culture across the commercial organization