Director, Customer Solutions (Hybrid Work Schedule)

Parts Town • Addison, IL

2d • $91,555 - $136,772 • Hybrid

About The Position

As our Director, Customer Solutions (internally known as Director, Parts Experts), you will lead the Platinum & Service Customer Experience teams , ensuring a consistent , high-quality experience across all customer interactions. You’ll collaborate closely with Parts Experts leaders and team members to d rive operational alignment and deliver a seamless customer experience. This role equires strong cross-functional collaboration, partnering with teams across Customer Experience and other areas of the Town to align goals, improve processes, and deliver a unified customer journey. Success in this role requires a self-starter with a strong operational mindset, a passion for fostering a team environment / developing others, sharp communication skills, and the ability to thrive in a fast-paced, customer-focused environment !

Requirements

• You’re passionate about successfully growing our Service Company business
• You have a proven track record of managing high-volume customer experience teams
• You have strong project management, data/reporting, and process improvement skills
• You’re a logical thinker who isn’t afraid to challenge the status quo
• You are proficient in Microsoft Excel , can analyze data, tell a compelling story, and drive meaningful customer experience improvements based on the analysis
• You know your way around systems like Salesforce (CRM), Qlik (BI), and SAP, and can leverage data to make informed decisions
• You understand global fulfillment center operations and how to deliver outstanding customer service through tight operational partnerships
• You’re highly ambitious and excited to grow our business through customer-centric relationships
• You’re committed to coaching, training, and building knowledge resources for your team
• You can multitask under pressure without sacrificing accuracy or service quality
• You have fantastic communication skills & you’re proficient in English (verbal and written)
• You have a quality, high - speed internet connection at home

Responsibilities

• Lead and align with Platinum and Service Elite Parts Experts management on the overall customer experience journey, while maintaining a strong focus on the needs of our Service Company customers
• Partner with our future Senior Operations Manager to ensure back-office processes are current, efficient, and effectively managed
• Develop, deliver, and analyze performance metrics that support excellent customer interactions, increase retention, and create raving fans
• Support and coach Parts Experts Platinum and Service Elite leaders while fostering a collaborative, energetic, and high-performing team culture
• Develop and coach team members to support talent development, build a strong internal pipeline, and maintain a high level of engagement
• Ensure all team members have clearly defined roles and understand how their work contributes to team success
• Partner with Customer Experience leaders across our business to define and refine processes that improve the overall customer journey
• Evaluate and implement continuous improvement opportunities across the segment
• Collaborate with our Business Development team to design processes that support both team efficiency and customer satisfaction
• Join strategic customer calls, gather feedback, and support tailored solutions for high- impact service companies and dealers
• Develop business requirements and training programs for process and system enhancements
• Consistently model our core values and lead by example to deliver best-in-class customer experiences

Benefits

• Potential for quarterly profit-sharing bonus
• Hybrid Work schedule
• Monthly IT stipend
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Casual dress code
• On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
• All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away – don’t worry, we’ve got you covered.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees