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Director of Operations
Harley-Davidson
Fort Worth, TX, United States
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Director of Operations - StaCyc
Summary:
STACYC, which is a wholly owned subsidiary of Harley-Davidson Motor-Company is a fun, upbeat kids’ brand that is passionate about “Sharing the Love of Riding”. STACYC is focused on New Rider Creation within the motorcycle industry and as a young, growing company STACYC is “first to market”, creating a new category within the motorsport and bicycle industries.
We are looking for a Director of Operations reporting to the CEO. The Director of Operations will act as the facility manager and will lead the Technical & Warranty Department, order management, IT, and with manage the relationship with our 3PL.
This is what you will do:
• Management of the Technical & Warranty Department: Develop Technical & Warranty Department processes to ensure a consistent interaction with other departments within the business, dealers and end users, Develop and train Customer Service Techs in diagnostics, repair and order entry, Create a Technical & Warranty process matrix allowing transparent timeline for resolution across support claim tickets, cost of warranty etc., Ensure Customer Service Techs are responding to claims swiftly and accurately, and Prepare a monthly Customer Service report for Executive Team.
• Manage Order Fulfillment and Shipping Department: Oversight of 3PL warehouses, create processes to ensure timely communication with 3PL Warehouse, Sales Staff and End User when applicable, create matrix and track order processing timeframe to ensure orders are fulfilled timely and accurately, Prepare a monthly Order Fulfillment report for Executive Team.
• Facility management: Partners with and supports stakeholders in the development and execution of associated product/project plans and tactical request execution. Creates an environment of strong internal customer focus and continual improvement in effectiveness within areas of responsibility. Uses project management expertise to identify, prioritize, track, and deliver facilities projects and internal customer requests. Balances fiscal responsibility and the need for internal continuous improvement, with the timely and effective delivery of facility projects. Oversees an annual operating budget.
• Owner of Physical Inventory: Receives counts from all warehouses (3PL and STACYC owned) as well as management of warehouse staff within STACYC facility.
• IT Management: Ensure personalized Information Technology support is provided. Facilitates the planning and execution of technology changes. Works with the leadership team ensure performance metrics are tracked and meeting customer satisfaction. Accountable for all IT specific support processes. Primary point of contact for all IT escalations.
Education required:
Position requires a relevant bachelor’s degree.
Experience Required:
• Position typically requires 8 years of related professional experience.
• Experience managing Customer Service or Technical Departments.
• Experience building a team from the ground level.
• Process oriented mindset with the ability to document and implement and track procedures.
• Proficiency in Microsoft Office Suite.
• Ability to build and navigate Excel worksheets.
• Ability to work in a fast-paced environment that requires quick thinking and effective multitasking.
Direct Reports: Yes
Travel Required: 0 - 10%
Visa Sponsorship: This position is not eligible for visa sponsorship
Relocation: This position is not eligible for relocation assistance