RS Americas · 19 hours ago
Director of Customer Service Operations
Fort Worth, TX
Full-time
Onsite
Director/Executive
10+ years expRS Americas is a leading provider of industrial product and service solutions. The Director of Customer Service Operations will lead and manage all customer service operations in the Americas, ensuring a best-in-class stakeholder experience and overseeing the performance of both Front Office and Back Office teams.
ElectronicsIndustrial AutomationManufacturingRetail
Responsibilities
Leading a high performing Customer Service team for the Region and ensuring best in class Stakeholder experience
Supervision of Front Office and Back Office managers/areas
Oversight and setting up best in class processes and policies
Liaison with Sales, Operations and other Group teams to create a best in class end to end CS framework keeping an exemplary Customer satisfaction in mind
Oversee and ensure completion of overall Governance Structure and framework
Oversight of bi-annual and annual audits
Oversee daily operations of the Ops teams in Front Office and Back Office Customer service across all channels
Serve on planning and policy-making committees
Serve as primary legislative liaison relative to company financial issues
Establish and implement short- and long-range departmental goals, objectives, policies, and operating procedures
Design, establish, and maintain an organizational structure and staffing to effectively accomplish the department's goals and objectives by creating a high-performing team through objective setting, development plans and talent acceleration
Qualification
Required
Be an expert with hands on knowledge of the Customer Service Operations
Understand the industry and our sales cycle
Have a deep understanding of the various channels of Customer Service to ensure an omni channel experience
Have deep knowledge of Customer Experience Journey and all touch points of our customers
Work requires professional written and verbal communication and interpersonal skills. Ability to motivate teams to produce quality materials within tight timeframes and simultaneously manage several projects. Ability to participate in and facilitate group meetings
Ability to translate finance data to non-finance colleagues in a concise and clear manner
Work requires willingness to work a flexible schedule
A combination of the completion of a Professional Degree, at least ten years of experience in a senior-level Customer Service Team
Ability to inspire and lead a high performing Shared Services team for optimal performance and stakeholder experience
Empathy and Collaborative work ethic
Excellent stakeholder engagement and management at the senior most levels within the organization
Preferred
MBA or the willingness to complete one in next 4 years
Being Local to the Dallas Fort Worth Metroplex
Bilingual with Spanish skills
Company
RS Americas
Global omnichannel provider of product and service solutions for designers, builders, and maintainers of industrial equipment and operations
1001-5000 employees
H1B Sponsorship
RS Americas has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
Funding
Current Stage
Late StageTotal Funding
unknown1999-07-12Acquired
Leadership Team
Jonathan Bennett
President
Recent News
2025-10-16
South Africa Today
2025-10-11
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