Director Customer Operations

Smart Care • Fishers, IN

12d • Hybrid

About The Position

What’s In It For You Impact Major Business Outcomes: Directly contribute to the success, retention, and growth of the company’s largest and most strategic customers. Develop Cross-Functional Expertise: Gain deep experience working with and understanding the operations of multiple departments, including Sales, Finance, and Legal. Enhance Project Management Skills: Lead and manage complex, end-to-end customer projects and new account implementation processes. Demonstrate Strategic Problem-Solving Skills: Analyze operational workflows, identify systemic pain points, and develop/implement solutions that improve efficiency and the customer experience at scale. Career Growth Path: Establish yourself as a subject matter expert in customer operations, which is a strong foundation for future roles in operations, account management, or process improvement. What You Will Do Own and manage the end-to-end new customer setup process for major accounts, ensuring all necessary internal and external systems, contracts, portals, and services are correctly configured. Serve as the primary operational liaison and point of contact for the Major Accounts team, facilitating communication and issue resolution between customer-facing teams and internal departments. Proactively monitor and track all open operational issues and requests for major accounts, driving them to timely and satisfactory resolution. Coordinate and manage specific customer projects Identify, document, and recommend improvements to existing operational procedures to enhance efficiency and the major account customer experience. Maintain comprehensive knowledge of our service offerings and supporting internal systems. About Smart Care Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC. Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care’s application or hiring process due to a disability, please contact the Human Resources department at [email protected] .

Requirements

• 5+ years of successful experience in Operations Support, Project Coordination, or a similar role focused on driving customer operational success and internal process efficiency.
• Excellent oral and written communication skills
• Strong problem-solving skills along with a high level of attention to detail
• Comfort using business intelligence (BI) software to analyze customer trends and needs
• Effective prioritization and time management with a demonstrated sense of urgency
• Operational process knowledge with solid skills in internal coordination and cross-functional team collaboration
• Capacity to influence others’ behavior through persuasive presentations, effective customer relationship development, facilitation, training, and development
• Results-oriented, setting and pursuing aggressive goals, demonstrating a strong commitment to organizational success, and leveraging resources to accomplish his/her priorities
• Adept at grasping, understanding, and articulating divisional/company vision
• Comfortable managing under pressure and able to successfully multitask and prioritize
• Passion to win and motivate a diverse team
• Experience with Microsoft Office 365 tools and Sigma is a definite plus

Nice To Haves

• 7–10+ years of progressive experience in customer operations, sales, order-to-cash, implementation, or operational support roles within a B2B environment
• 3+ years of experience leading or influencing cross-functional initiatives involving Sales, Finance, and Operations (formal people management preferred but not required)
• Demonstrated experience owning or overseeing end-to-end customer onboarding/setup processes for complex or high-value accounts
• Experience serving as an operational escalation point for strategic or enterprise customers
• Proven knowledge of customer setup/master data, billing, credit, collections, or adjacent order-to-cash processes
• Strong background in process design, documentation, and continuous improvement

Responsibilities

• Own and manage the end-to-end new customer setup process for major accounts, ensuring all necessary internal and external systems, contracts, portals, and services are correctly configured.
• Serve as the primary operational liaison and point of contact for the Major Accounts team, facilitating communication and issue resolution between customer-facing teams and internal departments.
• Proactively monitor and track all open operational issues and requests for major accounts, driving them to timely and satisfactory resolution.
• Coordinate and manage specific customer projects
• Identify, document, and recommend improvements to existing operational procedures to enhance efficiency and the major account customer experience.
• Maintain comprehensive knowledge of our service offerings and supporting internal systems.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees