Director of Client Success & Operations Control Center

Iacofano Group•North Charleston, SC

12d•Onsite

About The Position

Iacofano’s is seeking an experienced, hands-on Director of Client Success to lead our 24/7 Operations Control Center. This position oversees the central team responsible for customer communication, order accuracy, out-of-network catering, customer outreach, offshore staffing, store sourcing, logistics coordination, delivery verification and service recovery. This is not a traditional call-center management position. We need a leader who establishes meaningful KPIs, anticipates problems, develops people and moves the department forward without constant executive direction. The Director will lead a primarily offshore Client Success team based in Jordan and the Philippines while working closely with Operations, culinary teams, quality assurance, logistics, accounting and company leadership.

Requirements

Five or more years of progressive leadership experience in customer success, hospitality, catering, aviation, logistics, call-center operations or another time-sensitive service environment.
Experience leading a department or multi-shift team.
Demonstrated ability to establish KPIs and improve departmental performance.
Strong operational judgment and ability to make decisions under time pressure.
Excellent written and verbal communication.
Strong organizational skills and attention to detail.
Experience with CRM systems, Microsoft 365, task-management platforms and workforce-management tools.
Ability to manage customer relationships and detailed operational workflows.

Nice To Haves

Experience managing remote or international employees is strongly preferred.
Private aviation, catering, logistics or vendor-network experience is preferred but not required.

Responsibilities

Lead and improve a 24/7 Client Success operation.
Manage the Offshore Team Manager, Senior Client Success Representative and Client Success Representatives.
Ensure calls, emails, orders, changes and customer requests have clear ownership and timely follow-through.
Maintain strong order-entry, confirmation and customer-communication standards.
Ensure airport codes, FBOs, addresses, contacts, delivery times, dietary restrictions and special instructions are accurate.
Establish dependable schedules, shift handoffs, escalation authority and backup coverage.
Ensure morning delivery routes and driver materials are completed before driver departures.
Oversee out-of-network vendor sourcing, qualification, confirmation, performance and service recovery.
Develop measurable OON revenue, gross-profit and vendor-network growth.
Establish controls for store runs, specialty products, substitutions, customer approvals, receipts, markups and billing.
Maintain point-of-delivery standards for the correct location, recipient, delivery time, box count, photographs, signatures and exceptions.
Lead customer recovery when an order or delivery does not meet expectations.
Maintain accurate customer, vendor, airport, FBO, menu, pricing and contact records.
Recruit, train, coach and hold the Client Success team accountable.
Identify system and workflow problems and work with Operations and IT on solutions.
Produce a concise weekly departmental KPI and performance report.
Ensure that deviations from company or customer standards are documented, investigated and closed.
Ensure that customer complaints and compliments are entered into the designated system, assigned to an owner and followed through completion.
Ensure recurring deviations and customer-feedback trends are included in the weekly KPI report.
Establish, report and improve performance measures that include: Customer-response time, Order-entry accuracy, Confirmation completion, Shift and queue coverage, Documented handoffs, Unowned critical requests, Routing completed by deadline, On-time delivery, Point-of-delivery completion, Deviations opened and closed, Customer complaints and recovery, Customer compliments, OON revenue and gross profit, OON vendor acceptance and performance, Customer outreach and follow-up, Systems-maintenance completion, Employee attendance, productivity and training.