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KPS Global® is the industry-leading manufacturer of insulated panel systems, a standard-setting provider of seamless installation services and a major supplier of aftermarket parts and replacement equipment. Through a focus on growing its Innovation capabilities and an unyielding commitment to customer satisfaction, KPS Global designs, manufactures, installs, and services unparalleled insulated panel solutions across multiple industries and retail segments, including supermarkets, convenience stores, big box/club, foodservice, health, scientific and industrial/warehouse markets.

The team at KPS Global is deep with industry experience, especially in the food-retail market where they are the clear market leader, and they are dedicated to exceeding expectations and creating enduring relationships with their customers. KPS Global’s extensive footprint can accommodate companies and organizations across a range of industries, coast-to-coast, and in multiple global markets. Their unwavering commitment to superior quality and customer satisfaction and service has made KPS Global the easy choice for almost every major retailer requiring insulated panel solutions and refrigeration.

KPS Global currently operates 725,000 square feet across five state-of-the-art manufacturing and warehousing facilities, which are strategically located to serve customers anywhere in the world. The Company was formed in December 2015 by D Cubed Group, LLC through the acquisition of Kysor Panel Systems from Manitowoc Company, Inc., and the Hill Phoenix Walk-ins Division from Hill Phoenix (a Dover Corporation company). The Company was subsequently expanded via the acquisition of Custom Cooler in 2018. Headquartered in Fort Worth, Texas, KPS Global is a privately held, private equity-owned company with more than 825 employees.

POSITION SUMMARY

The Assistant Director of Customer Operations plays a crucial role in ensuring a seamless, high-quality experience for customers by overseeing daily customer support functions and implementing strategies to enhance customer satisfaction. This role requires leadership in optimizing workflows, managing customer service teams, and collaborating across departments to meet the organization’s customer experience goals. This role also requires a deep understanding of the customers specific business needs, particularly those driven by an engineered-to-order product model.

KEY PRIORITIES

• Knowledge of customer experience principles, approaches, and methodologies

• Proven experience with ERP systems designed to deliver customer expectations from quotation to delivery of custom solutions

• Proven experience in leading initiatives and projects involving multiple programs with a record of successful implementation

• Proven experience in managing a program that supports a large enterprise

• Innovative and collaborative approach to problem solving to achieve business results, in an engineered to order environment

• Excellent interpersonal capabilities and the ability to work cross-functionally with other leaders on sensitive issues

• Demonstrated ability to effectively and quickly build relationships, establish credibility, respect, confidence, and influence others skillfully

• Passion for exceptional customer experience

• Working knowledge of project management, organizational, leadership and team-building skills

• Working knowledge of standard software and Internet applications

• Ability to lead, supervise, coordinate, direct, train, motivate, appraise, and discipline staff

REPORTING RELATIONSHIP

This position will report directly to the Director Customer Operations and is a key member of the Leadership Team.

STAFF & RESOURCES

The Assistant Director Customer Operations will have a staff of 65+, covering 5 manufacturing and office locations.

INTERNAL OPERATIONG RELATIONSHIP

• President, CCO, COO, CFO, other Vice Presidents

• Sales Team

• Marketing Teams

• Product Management

• Construction Services

• Engineering

• Innovation (R&D)

• IT

• Manufacturing Team

COMPENSATION & BENEFITS

• Competitive Base Salary

• Incentive Bonus

• 401(k)

• Comprehensive Health, Vision, Dental Benefits

• PTO, Vacation, Paid Holidays

LOCATION & TRAVEL DYNAMICS

This role is critical within the KPS Global executive leadership team, and success will require building close, collaborative relationships across the Company. This role is based at the KPS Global Headquarters in Fort Worth, Texas.

Required Skills

KEY SKILLS

• Business Leadership: Strong track record of business leadership; a business manager who is comfortable sitting across all verticals and can replicate best practices for customer operations with a strong track record of success in the engineered to order environment

• Team leadership: demonstrable experience leading and motivating large and small teams across all functions and locations to successfully deliver the highest client satisfaction, while delivering their sales targets

• Strategic and Commercial Orientation: Strong ability to understand and implement client strategy and proactively seek to deepen customer relationships

• Results Orientation: Execution oriented; focused on creating exceptional customer experiences and implementing industry-leading best practices across the sales team

• Establish challenging goals for the team and measures progress and performance to deliver continuous improvement

• Customer Focused: Build and maintain strong relationships with key customers, comfortably interact with C-suite executives, and manage the customer operations team through a dynamic sales process

• Continuous Improvement: Develop and implement training programs to enhance business knowledge and subject matter expertise throughout the team and promoting customer intimacy

• An empathic, active listener, able to build rapport quickly and understand what makes people tick

• High-integrity leader who demonstrates executive maturity and self-awareness; this person should have a calm and composed demeanor while keeping the team focused on results

• Must operate as a collaborative team player at all levels of the organization

• Determined focus on growth and career succession for entire customer team

• Must be able to work and demonstrate decision-making ability in a dynamic, high growth environment

• Excellent verbal and written communication skills; listens and communicates effectively

• A self-starter that can thrive in a fast-paced environment

Required Experience

• Bachelor’s degree preferred

• Minimum of 8 years of experience managing high performance teams

• Experience working in and/or with engineered-to-order manufacturing environments

• Significant experience with strategic planning, execution, and tracking to identify both success as well as challenges to meeting objectives

• Strong interpersonal and relationship building skills

• Strong budgeting and analysis skills

• Customer-oriented mindset to ensure internal and external goals are aligned

• Excellence in communication with customers and executive-management team as well as the internal management team

• Adept at creative thinking and problem solving

PREFERRED EXPERIENCE

+ Excellent influence, interpersonal, coaching, and conflict resolution skills

+ Excellent organizational skills and high attention to detail

+ Proficiency with Microsoft Office Suite or related software

+ Provide oversight and leadership to the process optimization and automation strategy, driving its execution beyond the day-to-day oversight

+ Lead and direct cross functional leaders and teams in manner that fulfills customer satisfaction and achieves customer retention

+ Provide assistance to the Human Resources organization to address needs across the function driving employee satisfaction and growth

+ Participate in executive oversight and steering meetings with customers

Travel required:

Expected travel is less than 25%.

Supervisory Responsibilities

The Assistant Director Customer Operations will manage a team of over 65 personnel. This group is comprised of Managers, Team Leaders, Account Managers, Quote Specialists, and administrative-support personnel