Director, Inside Sales & Customer Service

Veralto • Fort Collins, CO

23d • Onsite

About The Position

The Director, Inside Sales & Customer Service leads Ott’s international customer-facing support and inside sales organization. Reporting to the VP/GM Commercial and Strategy, this leader develops a high-performing, scalable team that delivers exceptional customer experiences, drives commercial growth, and creates operational excellence across the customer lifecycle. The role partners with Sales, Service, Operations, Marketing, and Commercial Operations to provide responsive, knowledgeable, and proactive customer support while maximizing revenue opportunities through effective inside sales execution and opportunity management.

The Director develops talent, improves processes, advocates for customers, and builds a world-class commercial organization. This role is based onsite in Fort Collins, Colorado, and requires up to 25% international travel.

Requirements

• Bachelor’s degree in Business, Marketing, Engineering, or a related field.
• 10+ years of experience in customer service, inside sales, commercial operations, or related commercial leadership roles.
• 7+ years of experience leading and developing teams in a global or multi-site environment.
• Demonstrated experience building, scaling, or transforming customer service, inside sales, or commercial support organizations.
• Experience leading process improvement, operational excellence, and/or organizational change initiatives.
• Proficiency with CRM systems, sales analytics, and customer service platforms.
• Ability to travel up to 25%.

Responsibilities

• Lead, coach, and develop inside sales and customer service professionals across multiple regions and time zones; build leadership capability and a culture of accountability, collaboration, and customer focus.
• Establish service standards and use customer insights and performance data to improve responsiveness, order accuracy, issue resolution, and customer satisfaction.
• Improve lead management, qualification, tender and bid processes, opportunity routing, and account coverage to strengthen inside sales execution and drive growth.
• Use CRM and commercial analytics to strengthen pipeline visibility, forecasting, sales effectiveness, and insight into customer and commercial activity.
• Create scalable processes and standard work across the global organization; apply continuous improvement and commercial excellence practices to simplify work, eliminate friction, and identify automation and digital transformation opportunities.
• Partner with Commercial Leadership, Service, Operations, Marketing, Product Management, Finance, and Commercial Operations to solve customer challenges and improve execution across the customer lifecycle.
• Participate in the commercial leadership team and bring customer and team perspectives into key business decisions and commercial strategy.

Benefits

• Professional onboarding and training options.
• Career coaching and development opportunities.
• Day 1 health, dental, and vision coverage.
• 401(k) with company match.
• Global leadership exposure and the opportunity to lead an international team.
• High-impact role with direct influence on commercial strategy and customer experience.
• Purpose-driven work supporting the future of water resource management.
• Paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Director