Director - Support Operations - ALLDATA - Elk Grove

Job description
We are looking for individuals committed to maintaining our position as the leader in our market.

We offer:
Competitive Pay & flexible work schedules
Full Benefits (Medical, Dental, Vision, 401k, STD, LTD, Adoption assistance, Tuition reimbursement, Life Insurance)
Stock Grants (for eligible positions) & Employee Stock Purchase Plan
Full work-out facility on the premises for use by our employees and their families
Free Coffee and Tea supplied by company
AutoZone store discounts & other discount programs including new vehicle purchases
Employee Incentives (i.e. professional sporting events tickets, movie tickets etc.)
Special Recognition programs & annual employee fun / community events
Access to ALLDATA Online
Well-Being Program developed to promote whole-being wellness awareness, including but not limited to: Mental Health/Stress Management, Physical Health/Fitness, Conflict Resolution, Financial Management and Personal Development.


Position Summary
The Director of Support Operations is a senior leadership position reporting to the VP of Customer Operations with primary responsibility of developing and implementing strategic plans in order to drive revenue and overall earnings from existing customer through customer satisfaction and loyalty, risk mitigation, upsell opportunities, and price and accommodation management. Reporting directly to this position will be the Technical Support and Account Executive teams in the U.S., Canada, and Mexico. This role will require effective collaboration with multiple departments including but not limited to Automotive Support, Training, Organization Development, Collections, Sales, Marketing, and Product Development.

Desired Skills and Experience
Qualifications:
5-7 years in leading a multi-channel customer service and account management call center
3-5 years of consultative sales development, software industry preferred, Commercial Automotive background a plus
Undergraduate degree, business, marketing, or organizational development preferred, MBA a plus
Strong history of delivering results through development and inspiration of direct reports and organizational collaboration
Strong background for strategic planning and change management
Strong customer facing skills (executive presence, writing skills, phone skills)
Strong history of hiring and developing new leaders
Ability to communicate at all levels from executive to individual contributor, through multiple communication channels including email, telephone, and public speaking
Effective at conflict and risk management
Ability to set and communicate expectations, skill in mediating and resolving problems, critical thinking
Strong listening skills
Self-motivated, strong work ethic, and strong personal accountability as well as strong ability to hold other’s accountable
Ability to maintain a professional demeanor with customers and colleagues
Strong technical skills, especially in Microsoft Office, SQL and VBA skills as well as Agile Product Development a plus
Basic accounting including ability to develop budgets and read standard P&L statements
History of developing SWAT analysis, executive summaries, and compensation plans a plus
History of on-going self-development and education
Limited travel

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