An empty treadmill isn't compelling, but once someone steps on it, the stories are limitless. Our goal is to connect people emotionally to their fitness journey. We are a global team coming from different cultures and backgrounds with a shared passion to achieve and live our mission of inspiring healthier lives.
Inspire. Innovate. Make an impact and join our team!
Reporting to the Vice President of Global Supply Chain, our Director of U.S. Customer Operations will lead the team both operationally and strategically to ensure an exceptional customer experience from order entry through product delivery and installation. They will have an impact-driven mindset, strategic perspective, and an empathetic approach to and focus on their teams. With a focus on achieving monthly revenue targets, they will delegate responsibilities to the team in order to develop leaders and meet customer and company expectations with accountability to departmental KPIs. They will master the internal order management processes and become the company expert, while handling escalations with ease. As a strong leader, they will ensure the team has the skills and tools needed, and will be responsible for management, training, mentoring and coaching.
This role is a hybrid position. Tuesday through Thursday are in-office collaboration days at our Global Headquarters in Rosemont, IL.
KEY RESPONSIBILITIES:

• Develops policies, processes, and procedures associated with order entry through the delivery and installation process to achieve monthly revenue targets. Champions the review of current tools and processes in order to streamline and gain efficiencies.
• With a focus on creating an exceptional customer experience, leads, coaches and develops, a team of eight direct reports of supervisors and analysts, along with a team of approximately 50 indirect reports to ensure high team performance. Has ownership of cultivating an inclusive work environment.
• Reviews and establishes Key Performance Indicators (KPIs) to reinforce Life Fitness as an industry leader and partner of choice for our target market segments. Monitors and analyzes performance against standards and reviews with the team to ensure the necessary skills and staffing.
• Always mindful of the customer's experience, builds and maintains strong collaborative relationships across the company, maintaining excellent communication with customers, Sales, Supply Chain, Customer Finance and other key stakeholders.
• Manages escalations from the team. Uses pragmatic and critical thinking to resolve issues and implements measures to avoid similar future occurrences. Offers extensive problem-solving skills, and the ability to investigate and offer timely resolution to issues. Uses challenging escalations as an opportunity to coach and empower the team to reinforce our commitment to be a partner of choice to our customers.
• Acts as a key stakeholder and subject matter expert on cross-functional projects to lead and guide efforts in support of the company's mission. Stays up-to-date on new products and services, industry trends and best practices.
• Ensures team is proficient in all role aspects, while looking for ways to continuously improve processes and drive strong KPI's.
• Runs and analyzes reports as needed while managing the strategy boards and reporting on KPIs.

Qualifications - Education, Skills & Experience:

• Bachelor's Degree and ten (10) + years of experience in a same or similar role required, or an equivalent combination of education/experience, including leading and directing the work of a team with both direct and indirect reports.
• ERP knowledge required. Knowledge of Oracle and OBI preferred.
• Proven customer service, decision-making and critical thinking skills
• P&L understanding and experience
• Excellent attention to detail, organizational and analytical skills.
• Strong written and verbal communication skills.
• Strong problem-solving skills and a curiosity and willingness to delve deeply into complex issues.
• Ability to focus and prioritize in a high activity environment.
• Ability to collaborate with cross-functional departments.
• Self-motivated with strong desire to learn.
• Presents a positive attitude and the ability to develop strong relationships with customers and co-workers.
• Proficiency in Microsoft Outlook, Word, Excel, PowerPoint, Teams, and SharePoint.

Want to take the next step in your career?
Life Fitness takes pride in our talented employees and believe in providing opportunities for further growth and advancement. We encourage you to test your strengths, push your limits and unleash your potential.
If you feel the open position you see is right for you, we invite you to apply.
Learn more about us here.
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