This listing was posted on Tip Top Job.
VP, Americas Customer Service Operations and Success Leader
Location:
Charlotte, NC
Description:
SEE designs and delivers packaging solutions that protect essential goods transported worldwide, preserve food, enable e:commerce and digital connectivity, and help create a global supply chain that is touchless, safer, less wasteful, and more resilient. SEE strives to foster a caring, high:performance growth culture that will deliver consistent, sustainable profitable growth and accelerate our performance : a culture where accountability is clear and aligned, and where we reward business outcomes and impact. Our culture guides everything we do : how we partner with our customers and suppliers, attract and retain top talent, and create value for our stakeholders. SEE generated 5.5 billion in revenue in 2023 and has approximately 17,000 employees. The company operates out of 46 countries/territories, and our products are distributed in 115 countries/territories around the world. To learn more, visit sealedair. Job Summary: Reporting to the President, Americas, this senior executive leadership role serves as the strategic change agent to establish and drive best:in class customer experience practices through cohesive, and continuous customer enablement and support across our Americas region. You will be empowered to plan, manage, and execute mid and long:term support strategies and practices while working with cross:functional leaders to establish a progressive and business aligned Customer Service operating model. You will lead Sealed Air's Americas (NAM and LATAM) Customer Service team of 170+ dedicated members servicing two (2) business units, Food and Protective, supporting product portfolios that generate the largest revenue streams, approximately 3.5B annually. As we look to scale for continuity and deliver a unified customer experience across both businesses and all product offerings, the role has leadership expansion to integrate the Customer Service function support model into SEE's Liquibox and Integrated Fabrication Solutions businesses. Heavy collaboration with vertical cross functional leaders within Food and Protective Sales, Supply Chain, Finance, People organization and Global Revenue Operations will be imperative to ensure priorities are aligned to deliver annual business plans that drive growth toward the Americas strategy. As we continue to nurture a caring, high:performance, growth culture, you will be asked to energize, empower, and motivate a team of six (6) direct reports of Regio nal Customer Service Directors and Managers, and their downstream teams to achieve required financial, operational and people development objectives by leading through accountability and embodying Sealed Air's values: Integrity, Determination, Collaboration and Innovation. Leadership Accountabilities: As the VP, Americas Customer Service Operations and Success, you will be accountable to drive: 1) Customer Service Strategy: Develop and implement a Customer Service strategy aligned with the organizations goals and objectives. This includes developing a service delivery model, defining servicing standards, re:structuring account support model (looking at segmentation based on commercial strategy), creating operational delivery guardrails, setting delivery and performance targets, and continuous improvement to drive best:in:class CS practices. 2) Team Collaboration and Capability Development: Provide strong leadership to the Customer Service team, including hiring, training, mentoring and creating retention strategies to reduce high:volume turnover. Foster a positive and collaborative work environment that encourages teamwork, innovation, and continuous improvement. Work with Talent Leader to optimize value proposition to both internal and external customers with the right people in the right role mentality as we grow capabilities to think and action a customer first and revenue generating Customer Service delivery model. 3) Operational Management: Overs
Posted:
June 5 on Tip Top Job
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