Director Sales Operations and Customer Care

INDYME SOLUTIONS, LLC • San Diego, CA

8d • $90,000 - $110,000 • Onsite

About The Position

The Director Sales Operations and Customer Care is responsible for leading and optimizing Indyme’s customer care function, ensuring the consistent delivery of high-quality service and operational excellence. This role serves as a central point of coordination across internal teams, customers, and third-party partners, and plays a critical role in maintaining and enhancing client satisfaction. The customer care department has 10 team members with 4 direct reports. This high visibility role reports directly to the VP Sales & Customer Care, ensuring you’ll receive the highest level of support and direct communication to the company’s executive team. You’ll work in an office environment and will be in constant communication with both staff and clients. This is an on-site role in our office in San Diego. This coordinating role will require you to work effectively across several key departments including: Indyme’s Executive Team, Sales – National Account Managers/Client Success Manager, Order Entry Project Coordinators, Sales Application Engineers (SAE), Technical Support Staff Members, Manufacturing Team, Finance Team.

Requirements

• Demonstrated leadership capability with experience managing cross-functional teams in a customer-facing environment.
• Strong project management skills, with the ability to manage multiple concurrent initiatives effectively.
• Highly organized, detail-oriented, and capable of prioritizing in a fast-paced environment.
• Proven ability to make sound decisions independently while maintaining alignment with broader organizational goals.
• Collaborative leadership style with a strong focus on team development and accountability.
• Commitment to delivering exceptional customer experiences and driving a customer-centric culture.
• Ability to establish and track key performance metrics to support continuous improvement.
• Ability to learn and understand the technical aspects of our products.
• Associate degree or equivalent professional experience in project coordination or related field preferred.
• Minimum of five years of experience in customer-facing roles.
• Minimum of five years of progressively responsible experience in project management or customer service operations, leading people.
• Experience working with CRM systems and enterprise software tools.
• Advanced proficiency in Microsoft Excel and standard Microsoft Office applications.
• Excellent written and verbal communication skills.

Responsibilities

• Leading and optimizing Indyme’s customer care function.
• Ensuring the consistent delivery of high-quality service and operational excellence.
• Serving as a central point of coordination across internal teams, customers, and third-party partners.
• Maintaining and enhancing client satisfaction.
• Managing the Indyme customer care team consisting of Order Processing, RMA management, Store installations, Technical help desk, and Application engineers.
• Ensuring the highest levels of customer satisfaction.
• Interacting with internal departments, customers, and 3rd party installation partners to ensure that deliverables to customers are met on a timely basis.
• Ensuring compliance with internal processes and completion of daily customer care tasks.
• Managing four direct reports and a team of 10 members.
• Ensuring high-quality output through process improvement and review of different business metrics.
• Maintaining relationships with installation contractors.
• Working closely with the SAE team members to ensure Indyme's solutions meet customer expectations in a timely manner.
• Proficiently and accurately utilizing internal software tools and templates including CRM, Order Management, etc. to ensure a timely and accurate flow of information.
• Triaging and prioritizing problems arising in day-to-day operations to ensure resolution and/or escalation as necessary.
• Preparing various standard and non-standard reports as necessary to facilitate internal operations.
• Monitoring Customer care performance against customer’s SLA’s.

Benefits

• A competitive salary with great benefits
• A fun and cool work environment, loads of responsibility and great colleagues.
• Mentorship and coaching to become an expert in retail customer engagement and loss prevention solutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree