Smart Care · 12 hours ago
Director Customer Operations
Greater Indianapolis
Full-time
Hybrid
Lead/Staff, Director/Executive
5+ years expSmart Care is focused on enhancing customer operations and is seeking a Director of Customer Operations to lead major business outcomes. This role involves managing the end-to-end customer setup process, serving as the operational liaison for major accounts, and driving improvements in operational efficiency.
ChemicalFacilities Support ServicesHeating Ventilation and Air Conditioning (HVAC)Service Industry
Hiring Manager
Corey Sams, M.Ed., CIR
Responsibilities
Own and manage the end-to-end new customer setup process for major accounts, ensuring all necessary internal and external systems, contracts, portals, and services are correctly configured
Serve as the primary operational liaison and point of contact for the Major Accounts team, facilitating communication and issue resolution between customer-facing teams and internal departments
Proactively monitor and track all open operational issues and requests for major accounts, driving them to timely and satisfactory resolution
Coordinate and manage specific customer projects
Identify, document, and recommend improvements to existing operational procedures to enhance efficiency and the major account customer experience
Maintain comprehensive knowledge of our service offerings and supporting internal systems
Qualification
Required
5+ years of successful experience in Operations Support, Project Coordination, or a similar role focused on driving customer operational success and internal process efficiency
Excellent oral and written communication skills
Strong problem-solving skills along with a high level of attention to detail
Comfort using business intelligence (BI) software to analyze customer trends and needs
Effective prioritization and time management with a demonstrated sense of urgency
Operational process knowledge with solid skills in internal coordination and cross-functional team collaboration
Capacity to influence others' behavior through persuasive presentations, effective customer relationship development, facilitation, training, and development
Results-oriented, setting and pursuing aggressive goals, demonstrating a strong commitment to organizational success, and leveraging resources to accomplish his/her priorities
Adept at grasping, understanding, and articulating divisional/company vision
Comfortable managing under pressure and able to successfully multitask and prioritize
Passion to win and motivate a diverse team
Experience with Microsoft Office 365 tools and Sigma is a definite plus
Preferred
7–10+ years of progressive experience in customer operations, sales, order-to-cash, implementation, or operational support roles within a B2B environment
3+ years of experience leading or influencing cross-functional initiatives involving Sales, Finance, and Operations (formal people management preferred but not required)
Demonstrated experience owning or overseeing end-to-end customer onboarding/setup processes for complex or high-value accounts
Experience serving as an operational escalation point for strategic or enterprise customers
Proven knowledge of customer setup/master data, billing, credit, collections, or adjacent order-to-cash processes
Strong background in process design, documentation, and continuous improvement
Company
Smart Care
Smart Care provides solutions for commercial foodservice, refrigeration, warehouse/cold storage and HVAC equipment nationwide.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2022-09-01Debt Financing
2022-03-10Acquired
Leadership Team
Andrew Buck
Chief Financial Officer
Dean Henderson PSPO (I), PSM (I)
Product Owner – IT Business Partner
Recent News
2025-07-02
Business Wire
2025-02-03
Company data provided by crunchbase