Precipart, located in Farmingdale, NY, is searching for a client-centric Director of Customer Operations (B2B) to join our team. The Director, Customer Operations is responsible for leading and overseeing our Accounts Management function. The primary responsibility will be to optimize customer service processes, enhance customer satisfaction, drive operational efficiency, and ensure that our accounts are effectively supported.

ESSENTIAL FUNCTIONS:

• Lead and manage a team of account managers by providing guidance, support, and leadership/mentorship to ensure high performance and achievement of the business goals and objectives.
• Develop and implement strategies to build and maintain long-term relationships with key customers by understanding their needs and proactively addressing any issues or concerns.
• Collaborate with global cross-functional teams, including business development, project management, sourcing, and manufacturing, to align customer account strategies with overall business objectives.
• Develop and execute effective customer account management plans to maximize customer satisfaction, retention, and loyalty.
• Ensure that the team is effectively responding to customer inquiries, complaints, and requests.
• Continuously evaluating and improving customer operations processes to enhance efficiency, productivity, and customer satisfaction.
• Establish and monitor customer account metrics and KPIs, identifying trends analyzing data, implement actions to drive improvements, and taking proactive measures to improve customer satisfaction and increase revenue.
• Ensure that customer interactions are handled professionally, promptly, and with a focus on providing excellent service.
• Stay up to date with industry trends and best practices in customer relationship management, bringing innovative ideas to enhance customer experience and drive customer loyalty.
• Collaborate with the internal legal and finance teams to manage customer contracts, pricing, and negotiations.
• Serve as a point of escalation for customer issues, resolving conflicts, and finding solutions that meet both customer needs and company objectives.
• Prepare and present reports on customer account performance, including revenue forecasts, retention rates, and customer satisfaction levels, to senior management.
• Responsible for conforming with the company’s quality management system requirements, as well as contributing to its overall effectiveness, and the ultimate goals of customer satisfaction, product compliance and ethical practices/behavior.

SUPERVISORY RESPONSIBILITIES

• Personnel needs identification, hiring & termination recommendations, leadership, coaching/training, performance management, task assignment, policy dissemination, disciplinary action/documentation to personnel files, job description updates, etc.
• Establish department goals, plan & achieve department activities & objectives, analyze variances-initiate corrective actions, problem resolution, propose/support/implement new & improved approaches/methods, etc.

MENTORING RESPONSIBILITY:

• Guide / Coach key department staff to promote development for the purpose of individual’s personal growth, improved decision making and potential succession planning identification in support of company objectives and group goals. 

REQUIRED EXPERIENCE / SKILLS / EDUCATION

• Bachelor's degree in Engineering, Business Administration, Marketing, or another related field.
• Minimum 5 years’ experience working in a regulated environment or a combination of education and experience.
• Minimum of 3 years’ experience managing a team.
• Experience working in a B2B organization with a focus on customer operations or a related leadership position within a customer-focused organization.
• Excellent leadership and people management skills, with a track record of successfully leading and motivating teams.
• Strong understanding of customer relationship management principles and practices.
• Exceptional communication and interpersonal skills, with the ability to build rapport and establish trust with customers and internal stakeholders.
• Ability to identify, address and resolve disputes or disagreements in a creative and respectful manner.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Strategic thinker with the ability to develop and execute effective customer account management strategies, set goals, and develop plans to achieve desired outcomes.
• Strong negotiation and problem-solving skills, with the ability to handle challenging situations and find win-win solutions.
• Proven experience in process improvement methodologies and tolls to enhance operational efficiency and customer satisfaction. Proven track record of driving customer satisfaction, retention, and revenue growth.
• Proficiency in CRM software and other relevant tools and technologies.
• Microsoft Office 365 Word, Excel, PowerPoint, and Outlook (email/calendar)
• Ability to work independently and within a team environment.
• Is forward-looking, able to see the big picture, flexible and adapts easily to change.
• Values treating people well, has an empathetic approach and mindset, is ambitious and strives for personal and collective excellence, supports diversity and inclusion, and has a positive outlook and attitude.

PREFERRED EXPERIENCE / SKILLS / EDUCATION:

• Master’s degree in Engineering, Business Administration, or another related field
• Industry experience in MedTech and / or Aerospace preferred

PAY RANGE: $140,000 to $160,000 a year

What We’ll Offer You in Return

• Base salary plus incentive program
• Paid time off (TOB, holidays, parental leave)
• Medical, dental, vision insurance
• Flexible Spending Account
• Health Savings Plan
• Life insurance, enhanced short term and long-term disability insurance and other voluntary insurance plans
• 401k Profit sharing plan
• Tuition Reimbursement
• Employee Referral Bonus
• National Employee Assistance Program
• 529 College Savings Program
• Professional development and training
• Brand new, modern workspace and manufacturing facilities
• Company events and outings, from Employee Appreciation Day to professional sports games
• Stable organization with opportunities for future growth within the company

About Precipart:
Precipart engineers, designs and manufactures high precision custom solutions for the world’s leading companies in the Medical, Aerospace and Industrial markets. We act as a partner across your entire manufacturing process by engineering precision gears, mechanical components, assemblies and motion control solutions, as well as delivering end-to-end capabilities and more. With offices in Switzerland, the U.S. and U.K, we are here to help you “engineer possible”.