Global Partners LP · 1 day ago
Senior Director, Customer Operations
Waltham, MA - Corporate Headquarters
Full-time
Onsite
Director/Executive
$160K/yr - $241K/yrGlobal Partners LP is a Fortune 500 company with over 90 years of experience in the petroleum industry, dedicated to providing excellent customer service. The Senior Director of Customer Operations will lead the BIS team to ensure a superior customer experience and collaborate with various teams to align strategies with organizational goals.
Oil & Energy
Responsibilities
Responsible for the daily fuel loading and delivery activities of Terminals, FM and S&T
Leads multiple teams of lower level executives, directors/senior managers, and managers
Leads and directs the work of the Customer Operations team and has responsibility for personnel actions including hiring, performance management, and termination
Collaborates with other members of the executive management team to align departmental strategy or direction with the overall goals of the organization
Design and implement Global’s 24/7 customer service offering
Establish and maintain strong relationships with key stakeholders in each of the business units
Ensure that all teams are aligned on customer experience goals and priorities
Develop and implement customer experience strategies
Establish and track key KPIs and annual performance goals for the team
Inspire and motivate team to achieve goals and deliver exceptional customer experiences
Offer guidance and support to team members ensuring they have resources and tools they need to succeed
Responsible for the creation and delivery of policies and practices for customer relationship management, issue resolution, product support services, etc
Establishes and implements strategies that have mid to long-term (3-5 years) impact on business results in alignment with Business Unit objectives
Develops mid to long-term (3-5 years) plans for optimizing the department and the talent required to execute strategies in job area
Qualification
Required
High level of experience in customer service in the petroleum industry
Excellent verbal and written interpersonal and communications skills
Familiarity with: Right Angle, TABS, PDI, CRM, Costar and Docusign
Experience with implementing mechanisms for collecting customer feedback
Skilled in streamlining processes, prioritizing tasks and meeting deadlines in a fast-paced environment
Understanding of each of the four BU's business and needs
Bachelor's Degree Degree in Business or similar degree
Benefits
Health & Wellness - Medical, Dental, Visions and Life Insurance. Along with additional wellness support.
The Road Ahead – We offer 401k and a match component!
Professional Development - We provide tuition reimbursement; this benefit is offered after 6 months of service.
Company
Global Partners LP
Global Partners is a leading independent owner, supplier, and operator of liquid energy terminals, fueling locations, and retail experiences — and we’re growing as we speak.
Founded in 1933
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Kate Daley
Administrative Director to the CEO and President
Greg Hanson
Chief Financial Officer
Recent News
2024-04-15
2024-04-13
2024-03-01
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