Operations Team Lead - ExxonMobil

MarketStar•Ogden, UT

8d•$60,000 - $65,000•Hybrid

About The Position

About the Operations Team Lead - ExxonMobil: The Operations Team Lead of S upport is responsi ble for leading, coaching, and developing a team that ensures seamless coordination and resolut ion of dist ri butor, c ustomer, and MLA program support activities. This role manages day-to-day operations, provides guidance on complex or escalated issues, and fosters a collaborative, customer-focused environment. The Team Lead will balance people leadership with hands-on involvement, especially in urgent, escalated, or technically complex situations, ensuring operational reliability, customer satisfaction, and continuous process improvement across all support functions. Alongside management duties, the Team Lead is expected to perform the essential functions of the roles they supervise; this includes a daily workload, overflow and escalated or complex work. The Team Lead is a key position as the subject matter expert and stakeholder point of contact.

Requirements

Proven leadership experience in account management, customer support, or a related field
Strong organizational and administrative skills, with attention to detail and the ability to manage multiple priorities
Excellent communication, coaching, and interpersonal skills for managing teams and stakeholder relationships
Advanced problem-solving and analytical abilities for handling escalations, urgent orders, and process improvements
Excellent time management skills, with proven ability to meet deadlines and maintain urgency
Previous experience in Account Management in the Lubricants and Oils industry
Ability to function well in a high-paced and, at times, stressful environment
Proficiency in Salesforce, Excel, Outlook, and other sales or support tools
Experience delivering training and fostering team development
Ability to work independently and collaboratively, adapting to changing processes and customer needs
Ability to read and apply reporting to daily decisions including creating reporting as needed
Commitment to continuous improvement, learning, and maintaining urgency in a dynamic environment
High level of integrity, professionalism, and confidentiality

Responsibilities

Lead, coach, and develop a team of Account Management and MLA Support Specialists, providing ongoing feedback and support
Oversee the resolution of distributor, account manager, customer, and MLA program order and service issues, ensuring timely and accurate outcomes
Develop and augment SOPs, training plans and team resources to drive success
Identify and make recommendations for process development, improvement, and application in partnership with the Operation Manager
Complete a daily workload of tasks completed by your direct reports
Manage escalations and complex cases, acting as the primary point of contact for urgent or sensitive matters
Support onboarding, training, and development of team members to ensure high performance and continuous improvement
Facilitate cross-functional collaboration with Sales, Customer Service, Technical Help Desk, and other stakeholders
Monitor team performance against KPIs, drive accountability, and implement process improvements
Oversee customer data management, account setup, and onboarding processes in Salesforce and MLA systems
Ensure accurate and timely handling of billing, AR, returns, and tax exemption correspondence
Deliver or coordinate training sessions for customers and team members on systems, processes, and MLA portal usage
Maintain clear communication logs, escalate unresolved issues appropriately, and ensure customer satisfaction
Foster a culture of innovation, integrity, and professionalism within the team
Prepare reporting and present to internal and external stakeholders also manage daily stakeholder communications