Director, US Customer Operations

| Chicago, IL, USA | Hybrid
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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.

  • 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.
There continues to be a significant increase in phishing attempts across all industries where fraudsters are impersonating real employees and sending fictitious job offers to applicants in a scheme to obtain sensitive information. Please note that Life Fitness will never ask for your financial information at any part of the interview process, including the post-offer stage, and will only correspond through "" or "" domain email addresses or "[email protected]" for U.S. opportunities.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other protected status recognized under applicable law.
Equal Opportunity Employer: Minorities/Women/Protected Veterans/Disabled EEO is The Law - for more information click here
Life Fitness and Workday Privacy Policies
Life Fitness does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors.

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Technology we use

  • Engineering
  • Product
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Life Fitness Rosemont is home to our global corporate headquarters and equipped with workstations and collaboration spaces as well as a newly redesigned fitness center with all Life Fitness equipment.

An Insider's view of Life Fitness

What projects are you most excited about?

Life Fitness On Demand is a digital library of instructor-led classes streamed on our app and cardio equipment. Collaborating with the brightest minds at Life Fitness, I've led and seen it grow from conceptualization to product launch. I am excited as we continue to enhance the in-workout user experience and integrate new technologies.


Director, Product Development

How has your career grown since starting at the company?

I’m proud to say that my career has shown consistent progression over the last two decades. In college, I began my journey as a part-time office admin and am now one of our IT leaders. I held various analyst roles within the business and IT. My growth has been truly influenced by some amazing leaders who saw my potential and supported me.


Director, Business Solutions

What are Life Fitness Perks + Benefits

Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Flexible work schedule
Life Fitness provides employees with a flexible work schedule that includes summer hours, flexible start and end times.
Remote work program
Our remote work program includes work from home and the ability to work remotely on occasion as needed.
Documented equal pay policy
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Life Fitness employees have access to an FSA
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life Fitness' health insurance policy covers some out of pocket expenses.
Life insurance
Pet insurance
Wellness programs
Team workouts
Life Fitness offers team fitness initiatives including in-office yoga, in-office fitness classes, and sponsored race teams.
Mental health benefits
Financial & Retirement
401(K) matching
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Company sponsored family events
Life Fitness sponsors family oriented events annually.
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Onsite office parking
We offer employees free on-site garage parking.
Recreational clubs
Relocation assistance
Fitness stipend
Free onsite gym at all office locations.
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Life Fitness hosts lunch and learn meetings on occasion.
Promote from within
Continuing education stipend
Customized development tracks
Paid industry certifications

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