Senior Director, Customer Operations

Global Partners LP • Waltham, MA

21h

About The Position

Job Summary: The Customer Operations Leader will direct the BIS team in its goal to ensure a consistently excellent customer experience for our fuel customers. They will direct the Customer Logistics, Customer Account Support and Customer Experience team leaders to foster a cohesive, strategic approach to customer relationships with a zero error mentality. Success in this role looks like creating a team that takes pride in delivering customer service that makes our customers feel like they have been taken care of from their first interaction with us to the last. This role will be held accountable for supporting the Fuels Marketing teams in making their P&L. At Global Partners, business starts with people. Since 1933, we’ve believed in taking care of our customers, our guests, our communities, and each other—and that belief continues to guide us. The Global Spirit is how we work to fuel that long term commitment to success. As a Fortune 500 company with 90+ years of experience, we’re proud to fuel communities—responsibly and sustainably. We show up every day with grit, passion, and purpose—anticipating needs, building lasting relationships, and creating shared value. Job Description: Responsible for the daily fuel loading and delivery activities of Terminals, FM and S&T Leads multiple teams of lower level executives, directors/senior managers, and managers. Leads and directs the work of the Customer Operations team and has responsibility for personnel actions including hiring, performance management, and termination. Collaborates with other members of the executive management team to align departmental strategy or direction with the overall goals of the organization. Design and implement Global’s 24/7 customer service offering Establish and maintain strong relationships with key stakeholders in each of the business units Ensure that all teams are aligned on customer experience goals and priorities Develop and implement customer experience strategies Establish and track key KPIs and annual performance goals for the team Inspire and motivate team to achieve goals and deliver exceptional customer experiences Offer guidance and support to team members ensuring they have resources and tools they need to succeed Responsible for the creation and delivery of policies and practices for customer relationship management, issue resolution, product support services, etc. Establishes and implements strategies that have mid to long-term (3-5 years) impact on business results in alignment with Business Unit objectives. Develops mid to long-term (3-5 years) plans for optimizing the department and the talent required to execute strategies in job area. Additional Job Description: High level of experience in customer service in the petroleum industry Excellent verbal and written interpersonal and communications skills Familiarity with: Right Angle, TABS, PDI, CRM, Costar and Docusign Experience with implementing mechanisms for collecting customer feedback Skilled in streamlining processes, prioritizing tasks and meeting deadlines in a fast-paced environment Understanding of each of the four BU’s business and needs Bachelor's Degree Degree in Business or similar degree Pay Range: $160,500.00 - $240,800.00 The pay range for this position is outlined above. The final amount offered at the start of employment is determined based on factors including, but not limited to, experience level, knowledge, skills, abilities and geographic location, and the Company reserves the right to modify base salary at any time, including for reasons related to individual performance, Company or individual department/team performance and market factors. Our Commitments to You Coins! We offer competitive salaries and opportunities for growth. We have an amazing Talent Development Team who create trainings for growth and job development. Health & Wellness - Medical, Dental, Visions and Life Insurance. Along with additional wellness support. The Road Ahead – We offer 401k and a match component! Professional Development - We provide tuition reimbursement; this benefit is offered after 6 months of service. What to Expect From the Hiring Process We value passion and potential. Please apply if you’re qualified and interested—we’d love to hear from you. A member of our Talent Acquisition team will review your application and may connect you with the hiring manager if your experience is a strong match. Interviews are conducted virtually and in person, depending on the role. We’ll provide more details about next steps if selected to move forward. Global Partners LP is an equal opportunity employer. We foster a company culture where ideas from all people help us grow, move and thrive. We embrace the diversity of all applicants and do not discriminate against race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by federal, state or local law. If you have a disability and need an accommodation to apply, please contact our recruiting department at 781-747-9675 or 781-7GP-WORK. Disclaimer: At Global Partners, we don't use lie detector tests for any employment decisions. We follow all the rules and regulations, so we need to let you know: In Massachusetts, it's illegal to require or administer a lie detector test as a condition of employment of continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Global Partners is a leading independent owner, supplier, and operator of liquid energy terminals, fueling locations, and retail experiences — and we’re growing as we speak. We work tirelessly on our customers’ behalf, providing a variety of fuels, foods, products, and services. And in an ever-changing market, we use our assets to adapt quickly and invest in the future of energy.

Requirements

• High level of experience in customer service in the petroleum industry
• Excellent verbal and written interpersonal and communications skills
• Familiarity with: Right Angle, TABS, PDI, CRM, Costar and Docusign
• Experience with implementing mechanisms for collecting customer feedback
• Skilled in streamlining processes, prioritizing tasks and meeting deadlines in a fast-paced environment
• Understanding of each of the four BU’s business and needs
• Bachelor's Degree
• Degree in Business or similar degree

Responsibilities

• Responsible for the daily fuel loading and delivery activities of Terminals, FM and S&T
• Leads multiple teams of lower level executives, directors/senior managers, and managers.
• Leads and directs the work of the Customer Operations team and has responsibility for personnel actions including hiring, performance management, and termination.
• Collaborates with other members of the executive management team to align departmental strategy or direction with the overall goals of the organization.
• Design and implement Global’s 24/7 customer service offering
• Establish and maintain strong relationships with key stakeholders in each of the business units
• Ensure that all teams are aligned on customer experience goals and priorities
• Develop and implement customer experience strategies
• Establish and track key KPIs and annual performance goals for the team
• Inspire and motivate team to achieve goals and deliver exceptional customer experiences
• Offer guidance and support to team members ensuring they have resources and tools they need to succeed
• Responsible for the creation and delivery of policies and practices for customer relationship management, issue resolution, product support services, etc.
• Establishes and implements strategies that have mid to long-term (3-5 years) impact on business results in alignment with Business Unit objectives.
• Develops mid to long-term (3-5 years) plans for optimizing the department and the talent required to execute strategies in job area.

Benefits

• competitive salaries and opportunities for growth
• trainings for growth and job development
• Medical, Dental, Visions and Life Insurance. Along with additional wellness support
• 401k and a match component
• tuition reimbursement; this benefit is offered after 6 months of service

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 1,001-5,000 employees