Director, NCOS (National Customer Operations Support)

JW LOGISTICS OPERATIONS LLC • Bentonville, AR

9d • $0 - $1

About The Position

The Director of NCOS owns the end-to-end execution, performance, and scalability of JWL’s centralized customer operations model. This role is accountable for 24/7 customer experience, operational compliance, and real-time issue resolution across all supported customers.

Requirements

• 8–12+ years in operations, call center, logistics, or customer execution leadership
• Experience supporting enterprise retail or last-mile environments
• Strong crisis management and executive communication skills
• Data-driven operator with strong judgment under pressure
• Strong excel experience
• Reliable, proactive, and customer-focused mindset with emphasis on accountability and performance improvement
• Self-directed and self-motivated
• Sense of urgency
• Change management
• Strong interpersonal skills
• Organized, detail oriented
• Ethical; respects confidentiality; trustworthy
• Displays “whatever it takes” attitude
• Creative and innovative
• Displays a high degree of competency

Responsibilities

• Own overall NCOS strategy, performance, and execution
• Serve as executive escalation owner for customers
• Ensure compliance with SLAs, KPIs, and customer-specific SOPs
• Lead staffing, scheduling, and capacity planning for 24/7 coverage
• Partner with Ops, IT, Sales, and Customer teams to resolve systemic issues
• Drive continuous improvement, automation, and standardization
• Report performance metrics to executive leadership and customers

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed