Director of Sales Support

Lennox International•Richardson, TX

1d•Onsite

About The Position

The Director of Sales Support is the senior leader responsible for transforming, elevating, and scaling the Sales Support organization for Lennox Commercial North America. This role provides customer support leadership for a $1B+ business that manufactures, distributes, and sells commercial HVAC products across the United States and Canada. The Director of Sales Support will serve as a strategic, value-added business partner to the Vice President of Sales, while partnering closely with the Vice President of Operations and the broader Commercial Leadership Team. This leader will establish the vision, strategy, and operating model for Sales Support, driving measurable improvements across quote and order management, customer experience, team effectiveness, standard work, technology enablement, and CRM-driven process optimization. This role requires a leader who is highly process-driven and disciplined, with the ability to establish scalable standard work, clear accountability, and consistent operating practices across the organization. At the same time, process must enable, not impede, Lennox’s customer-centric culture. The successful leader will understand when standardization creates value and when teams need the judgment, empowerment, and flexibility to solve problems quickly for customers. The Director of Sales Support must be an innovative and inspirational leader who can operate effectively across a highly matrixed environment, challenge the status quo, and put the right people, processes, technology, and performance measures in place to deliver scalable and sustainable improvement. This leader will balance operational excellence with a relentless commitment to making Lennox easier to do business with.

Requirements

Successful 8+ year track record in customer relations, business management, operations, sales support, or related leadership roles, with demonstrated experience improving processes, service levels, productivity, and team performance.
Minimum of 5 years of people leadership experience, including successfully leading teams through organizational change, transformation, process improvement, or technology adoption.
Bachelor’s degree or equivalent combination of education and relevant experience; advanced degree preferred.
Demonstrated track record of improving customer experience by understanding customer needs, establishing service and quality standards, measuring performance and satisfaction, and translating insights into meaningful action.
Experience building and scaling process-driven organizations while preserving a customer-first culture and empowering employees to solve problems.
Proven ability to lead across functions and influence outcomes in a complex, matrixed organization.
Strong understanding of operational management, continuous improvement, process design, standard work, and performance management principles.
Working knowledge of SAP, CRM, quoting, ordering, and customer support technologies.
Strong business and financial acumen with the ability to connect operational improvements to revenue growth, productivity, cost-to-serve, and customer retention.
Demonstrated ability to examine and re-engineer processes, simplify workflows, establish policies, implement new strategies, and successfully drive adoption.
Ability to use data, analytics, KPIs, and customer insights to identify root causes and drive measurable performance improvement.
Knowledge and ability to effectively manage policies, controls, service levels, and organizational performance.
Excellent written, verbal, presentation, and executive communication skills.
Customer-first mindset with a demonstrated ability to balance process discipline, business requirements, and customer needs.
Strong ability to build relationships, listen, influence, persuade, negotiate, and lead others through ambiguity and change.
Highly process-oriented and detail-conscious while maintaining the ability to distinguish between value-added process and unnecessary bureaucracy.
Strong cross-functional leadership capability and executive presence; viewed as a credible partner by business and functional leaders.
Demonstrated ability to create followership, establish accountability, and inspire teams around a shared vision for customer experience and operational excellence.
Willingness to listen and learn from customers, Sales teams, and employees closest to the work before designing or changing processes.
Comfortable challenging legacy processes and asking, “Does this make it easier or harder for our customer to do business with us?”
Bias for action, problem-solving, and continuous improvement, with the judgment to balance speed, quality, controls, and customer impact.
Passion for developing people, building strong teams, and creating an environment where employees feel accountable and empowered to deliver exceptional customer experiences.

Nice To Haves

Intermediate commercial HVAC industry and product knowledge preferred.

Responsibilities

Establish and execute short- and long-range organizational goals, strategic plans, policies, operating procedures, and standard work that improve service delivery, productivity, scalability, and the overall customer experience.
Lead continuous improvement across quote management, order management, issue resolution, and customer support, eliminating unnecessary complexity, reducing cycle times, and creating a faster and more consistent customer experience.
Build a process-driven culture without creating unnecessary bureaucracy, ensuring processes are designed around customer needs and empower employees to make timely, customer-focused decisions.
Utilize and improve on data, scorecards, service-level performance, customer feedback, and root-cause analysis to identify performance gaps, prioritize opportunities, and hold teams accountable for measurable results.
Partner closely with Sales, Operations, Supply Chain, IT, Product Management, Finance, and other cross-functional teams to remove barriers, solve systemic issues, and improve end-to-end execution for customers.
Drive adoption, optimization, and continuous enhancement of CRM, SAP, quoting, ordering, and related technology platforms to streamline workflows, improve visibility, automate manual activities, and enable better decision-making.
Establish appropriate internal controls, documentation, audits, and compliance practices while ensuring controls remain practical, efficient, and aligned with customer and business needs.
Build a high-performance culture centered on customer focus, accountability, innovation, continuous improvement, teamwork, and ownership of results.
Assess, recruit, develop, and retain high-performing talent while strengthening leadership capability, career progression, organizational depth, and succession readiness.
Lead organizational, process, and cultural transformation initiatives that simplify work, strengthen collaboration, increase productivity, and enable the organization to scale with business growth.
Develop and implement meaningful KPIs, scorecards, service-level expectations, and operating rhythms that create transparency, reinforce accountability, and drive continuous improvement.
Create an environment where team members are empowered to identify customer and process issues, escalate barriers, recommend solutions, and take appropriate action to resolve problems quickly.
Advance the teams responsible for cradle-to-grave quote and order management for Lennox commercial HVAC equipment by improving how work is structured, standardized, measured, and executed.
Develop and execute a clear Sales Support strategy that strengthens customer relationships, improves responsiveness, increases productivity, and positions Sales Support as a proactive strategic partner to Sales and Operations.
Create standard work that delivers consistency and efficiency while ensuring employees remain empowered to use judgment and act with urgency when customer needs require it.
Ensure that internal processes never become an unnecessary obstacle for the customer. Processes should simplify the customer experience, accelerate resolution, and make Lennox easier to do business with.
Leverage company-provided tools, including SAP and CRM platforms, to improve visibility, standardize execution, automate workflows, and uncover opportunities to grow existing customers and attract new customers to the Lennox brand.
Build a culture where employees continuously challenge how work gets done, identify root causes rather than symptoms, recommend solutions, test new ideas, and improve both the customer and employee experience.
Collaborate closely with Sales and Operations leaders to ensure seamless quote and order execution, aligned priorities, strong communication, and rapid resolution of issues affecting customers.
Establish clear performance expectations and accountability while maintaining a culture where employees understand that serving the customer is the ultimate purpose behind the process.
Continuously reassess the Sales Support strategy, organizational structure, technology, and processes as customer expectations, business priorities, and operational opportunities evolve.