Customer Operations Director

The Customer Operations Director leads the Manufacturing Solutions Global Customer Operations (CS) organization and is responsible for delivering a best‑in‑class customer experience across all EXALTA Manufacturing Solutions sites, comprised of 9 manufacturing locations. This role builds and nurtures strategic relationships with key global accounts, ensures flawless execution of service commitments, and drives the continuous improvement of customer-related processes. The position plays a pivotal role in aligning Sales, SIOP, and Operations to guarantee responsiveness, reliability, and customer satisfaction.

• Define, deploy, and continuously refine the global Customer Operations Strategy aligned with EXALTA’s business objectives.
• Standardize customer service processes and tools across all MS sites to ensure consistency and efficiency.
• Establish clear service-level expectations and governance to support operational excellence.

• Build, Manage, coach, and develop the MS Global Customer Operations team and coach local CS teams, ensuring high performance and competency growth.
• Foster a collaborative, customer-centric culture across regions and teams.
• Engage and collaborate with local Supply chain teams to create visibility on open order status for top customers
• Ensure appropriate resource allocation to support strategic accounts and business priorities.

• Lead a team that serves as the primary global point of contact for the company’s for top 15 customers and ensure long-term partnership success.
• Directly lead 1 or 2 top customers
• Understand customer expectations, anticipate future needs, and provide proactive solutions.
• Conduct regular business reviews and drive measurable improvements in service quality and communication.

• Own and maintain a strong, collaborative relationship with the IOS Business Unit Customer Operations Team.
• Ensure alignment on priorities, service commitments, product flows, and performance expectations.

• Define and manage key Customer Service KPIs, including OTD, responsiveness, accuracy, and service quality.
• Implement action plans to address performance gaps and elevate customer experience.

• Act as a critical interface between Sales, SIOP, Operations, and Site Teams to ensure seamless order execution.
• Support the SIOP process by integrating customer insights, demand signals, and service considerations.
• Promote transparency and proactive communication across stakeholders.

• Handle major customer escalations with speed, clarity, and efficiency.
• Coordinate internal stakeholders to restore service levels and prevent recurrence.
• Provide clear communication to customers throughout the escalation lifecycle.

• Support the development of joint SIOP processes with strategic clients.
• Team with global SC team to improve forecast accuracy, ensure capacity alignment, and secure stable flows.
• Strengthen long-term planning capabilities to support customer growth and partnership.

• 10+ years of experience in Customer Service, Account Management, or related functions.
• Demonstrated obsession with customer satisfaction and service excellence.
• Proven experience managing and developing teams within an international or multi-site environment.
• Solid background in manufacturing and/or supply chain, with strong operational understanding.
• Excellent leadership skills and ability to influence cross-functional teams.
• Strong communication and relationship‑building abilities.
• Fluent in English; French is a strong plus.

• Customer Satisfaction Improvement: measurable YoY progress from customer feedback and surveys.
• On-Time Delivery (OTD): above 90% for strategic accounts.
• Forecast Accuracy: consistently above 80% through improved collaborative SIOP.
• Escalation Resolution Time: below 48 hours for major issues.
• Results from Customer Satisfaction Surveys and strategic account reviews.