ICM Director of Operations - For Heavy Equipment Dealership

Job Summary:

The Director of Operations - For Heavy Equipment Dealership will oversee the operational activities of the organization, ensuring that all processes are efficient, cost-effective, and aligned with the company's strategic goals. The successful candidate will focus on Product Support and overall customer experience, as well as extensive supply chain management and will be highly proficient at managing cross-functional teams, optimizing workflows, and implementing strategies that enhance productivity and customer satisfaction. This role requires a hands-on leader with strong organizational, communication, and problem-solving skills to drive operational excellence across all business functions.

Duties & Responsibilities:

Operational Strategy and Leadership:

• Develop and implement operational strategies that align with the organization's overall business objectives.
• Work closely with executive leadership to set goals for performance and growth, ensuring that operational plans support the company's strategic direction.
• Lead, mentor, and develop teams to ensure high performance and alignment with company values and objectives.

Process Improvement and Efficiency:

• Identify inefficiencies in operational processes and develop strategies for continuous improvement.
• Implement Lean, Six Sigma, or other methodologies to enhance productivity, reduce costs, and improve quality across business functions.
• Monitor key performance indicators (KPIs) and adjust processes to improve operational outcomes.

Supply Chain and Logistics Management:

• Oversee the company's supply chain, logistics, and distribution activities to ensure smooth and cost-effective operations.
• Manage vendor relationships, negotiate contracts, and ensure timely procurement of materials and services.
• Coordinate with production and logistics teams to meet demand while minimizing costs and maximizing customer satisfaction.

Budgeting and Financial Management:

• Develop and manage the operations budget, ensuring cost-effectiveness and efficient use of resources.
• Collaborate with the finance department to create forecasts, track spending, and identify opportunities for cost savings.
• Analyze operational data to inform financial decision-making and assess the financial impact of operational activities.

Team Management and Development:

• Lead and manage operations teams across various departments, including production, logistics, customer service, and facilities management.
• Foster a culture of collaboration, accountability, and continuous improvement among staff.
• Conduct performance evaluations, provide feedback, and support professional development of team members.

Compliance and Risk Management:

• Ensure that all operations comply with applicable laws, regulations, and industry standards.
• Develop and enforce safety protocols, quality control measures, and risk management strategies.
• Oversee the implementation of company policies and procedures to maintain high standards of operational integrity.

Project Management:

• Lead operational projects from conception to completion, ensuring they are delivered on time, within scope, and on budget.
• Coordinate cross-functional teams to ensure successful execution of large-scale projects and initiatives.
• Implement project management best practices and tools to monitor progress and ensure accountability.

Customer Service and Satisfaction:

• Work with customer service teams to develop and implement strategies that enhance the customer experience and address customer needs.
• Monitor customer feedback and ensure that operational processes are adapted to improve satisfaction and retention.
• Collaborate with sales and marketing teams to support customer-focused initiatives.

Cross-Departmental Collaboration:

• Act as a liaison between departments such as sales, marketing, finance, HR, and IT to ensure cohesive operational performance.
• Facilitate communication between different business units and ensure that operational goals align with company-wide objectives.
• Support company-wide initiatives such as new product launches, system upgrades, or geographic expansions.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA preferred.
• Minimum of 7-10 years of experience in heavy equipment service management or customer support, with at least 5 years in a leadership role.
• Proven track record of developing and implementing successful business strategies and improving customer satisfaction.
• Strong leadership and team management skills, with the ability to motivate and develop staff.
• Excellent communication, problem-solving, and decision-making skills.
• Experience managing budgets, contracts, and third-party vendor relationships.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Able to communicate effectively and lead others through change and new strategic initiatives.
• Able to build effective teams, coach and develop others.
• An individual who seizes opportunities and takes initiative as appropriate.
• Ability to work collaboratively with cross-functional teams.
• High level of integrity and professionalism.
• Proficiency in customer service software, CRM systems, and Microsoft Office Suite.
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• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).