Director - Customer Operations - GoPro - San Mateo

Job description
GoPro’s Global Sales Operations team is looking for an experienced and motivated candidate for the role of Director of Customer Operations in San Mateo, CA. Our goal is to be a best in class supplier to our retailer and distributor partners and this role will own making that a reality. We are looking for a collaborative and experienced leader who is focused on the big picture while still being able to execute the details. This role will require the dedication and ingenuity to move GoPro to the next level in customer facing supply chain. We are growing quickly and our business moves fast; this role demands someone who is comfortable with that pace.
We are looking specifically for someone with experience implementing new forecasting and order management processes in mid-sized companies, or in a start-up environment. We are a family here and being a team player is a requirement. This position reports to the Senior Director, Global Sales Operations.

What You Will Do
Manage North America & LATAM short-term (CPFR) forecasting team and order management team
Own forecast accuracy within the short-term planning window of 0-13 weeks
Own the shipments vs commit plan and report on any risks to plan
Work cross-functionally with operations, finance and sales to improve profitability through reductions in expedite fees, chargebacks and forecast variations.
Define customer service level metrics. Own and drive initiatives to ensure we attain metrics goals
Ensure team is clear on goals, objectives and their impact on our company’s success
Determine best processes and tools needed to best meet customer requirements, work with Business Process Improvement team to implement
Be a vocal advocate for your team. Understand and help them to overcome challenges and celebrate their successes.

Skills We're Stoked About
6-10 years of experience in the areas of Sales Operations, Supply Chain, Operations and/or Logistics, Order management and forecasting, preferably in retail consumer electronics
Proven success managing and developing a team of ~20 employees, including individual contributors and senior manager level.
Experience collaborating with internal and external partners, both foreign and domestic
Experience managing international teams
Experience successfully implementing process improvements
Self-motivated, comfortable working with ambiguity and managing complexity in a global, fast-paced organization
Knowledge of industry trends, best practices, and leading-edge technology
Strong analytical skills
Excellent communication skills, including strong written and presentation skills
Understanding of SOX guidelines
Working knowledge with NetSuite and Steelwedge a plus
BS/BA or equivalent degree - MBA preferred


Perks
Live it. Eat it. Love it. – Two dedicated hours during your week to explore your passions and capture it with your GoPro.
Get your very own GoPro (Mounts and accessories included)
Discounted employee stock purchase plan
Competitive salary
401(K) matching
Paid time off
Medical, dental, and vision insurance – premiums are fully paid for employees
Life insurance and disability benefits
Employee commuter shuttles
Fully stocked kitchens with snacks galore

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