Director of Service Excellence at Proximate Technologies Inc.

Richmond, Indiana, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Dec, 25

Salary

0.0

Posted On

26 Sep, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Service Excellence, Operational Automation, Sales Operations, Continuous Improvement, BI Reporting, Cross-Functional Collaboration, Project Management, Communication, Leadership, Process Improvement, Data-Driven Decision Making, CRM, Dynamics 365, Lean, Six Sigma

Industry

Manufacturing

Description

Description The Director of Service Excellence is accountable for uniting customer-facing excellence with back-end operational automation. This role ensures that every customer order is captured, fulfilled, and delivered flawlessly, while also embedding customer insights into systems, processes, and commercial strategies. Reporting directly to CCO, this position is a key driver of scalable growth as the company expands to forty service centers and beyond. ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Customer Success & Service Excellence · Own the end-to-end customer journey, ensuring consistency across digital and human touchpoints. · Lead initiatives that enhance customer satisfaction, retention, and loyalty. · Establish internal service-level agreements (SLAs) and monitor performance against them. · Enable orders to flow centrally through online platforms or the customer service team. (eliminating work for Local staff) · Position service center staff to focus on client development and delivery, rather than administrative tasks. · In all things, follows and promotes the company Core Values and Operating Principles. Customer Strategy & Insights · Define and optimize customer journeys, integrating digital marketing, CRM, and service processes. · Lead voice-of-customer programs, including NPS, feedback loops, and CRM tagging. · Translate customer insights into product, marketing, and service improvements. · Proactively identify opportunities to increase customer lifetime value and engagement. Sales Operations & Enablement · Build scalable systems for pipeline tracking, lead assignment, quoting, territory management, and reporting. · Partner with sales leadership to align sales operations with market expansion strategy. · Equip reps and service staff with playbooks, workflows, and training to align with evolving customer needs. · Shorten sales cycles and improve close rates by ensuring operational alignment with go-to-market execution. Operational Automation & Systems · Oversee implementation and optimization of Dynamics 365 Intelligent Order Management, Inventory Visibility, Supply Chain Management, and Warehouse Management. · Configure sourcing rules, delivery calendars, and replenishment parameters to ensure zero-touch fulfillment. · Expand automation beyond Dynamics 365 by integrating CRM, eCommerce, and analytics platforms to reduce manual work. · Align inbound logistics (Starmark Express) with outbound weekly delivery schedules. Continuous Improvement · Develop and manage a continuous improvement roadmap covering people, processes, and technology. · Use Lean or Six Sigma practices to reduce waste and optimize throughput. · Benchmark performance across service centers and standardize best practices. · Encourage a culture of innovation, data-driven decision-making, and process ownership. BI, Reporting & Cross-Functional Collaboration · Deliver real-time dashboards for Sales, Marketing, Operations, and Leadership to align on growth and performance. · Connect Sales, Marketing, IT, and CX teams to execute strategic initiatives with shared KPIs. · Provide leadership with forecasting, territory planning, and resourcing insights. · Act as the bridge ensuring commercial and operational goals remain aligned. · Other duties as assigned that may be required. SUPERVISORY RESPONSIBILITIES: This position has no direct reports but requires strong cross-functional leadership, influencing managers and teams across Sales, Service, and Operations. Requirements QUALIFICATIONS: · Possesses the ability to manage multiple projects simultaneously. · Excellent computer skills, Word, Excel, PowerPoint, etc. · Displays creativity and recommends possibilities. · Proves to be a self-starter and works with little direction and a high level of self-motivation. Excellent communication and teamwork skills. · Demonstrates ability to be extremely meticulous, highly organized, and to work with the highest level of accuracy in all work completed. · Displays ability to clarify and maintain communication channels across all levels of the organization. · Maintains the highest degree of accuracy, confidentiality, and professionalism in all situations. · Ability to multi-task and prioritize tasks. · Experience with BI/analytics platforms. EDUCATION and/or EXPERIENCE: · 8+ years in leadership roles spanning customer success, sales operations, or commercial strategy. · Proven record of driving customer satisfaction, retention, and operational efficiency simultaneously. · Hands-on knowledge of ERP/OMS systems; Dynamics 365 experience strongly preferred. · Strong background in process improvement (Lean, Six Sigma, or equivalent). · Demonstrated ability to scale multi-site distribution networks or service models. · Excellent communication and leadership skills, capable of inspiring both frontline teams and executive stakeholders. WORK ENVIRONMENT: The work environment described below is representative of the surroundings an employee encounters while performing the essential functions of this job. · Works within an office environment with occasional work performed in a manufacturing and/or warehouse environment. · Able to travel for conventions, training and/or to support other locations during times of need.

Responsibilities

The Director of Service Excellence is responsible for ensuring a seamless customer journey and operational efficiency across service centers. This role involves leading initiatives to enhance customer satisfaction while implementing automation and continuous improvement strategies.