Director of Client Success & Operations Control Center

Description

POSITION SUMMARY

Iacofano’s is seeking an experienced, hands-on Director of Client Success to lead our 24/7 Operations Control Center.

This position oversees the central team responsible for customer communication, order accuracy, out-of-network catering, customer outreach, offshore staffing, store sourcing, logistics coordination, delivery verification and service recovery.

This is not a traditional call-center management position. We need a leader who establishes meaningful KPIs, anticipates problems, develops people and moves the department forward without constant executive direction.

The Director will lead a primarily offshore Client Success team based in Jordan and the Philippines while working closely with Operations, culinary teams, quality assurance, logistics, accounting and company leadership.

KEY RESPONSIBILITIES

• Lead and improve a 24/7 Client Success operation.
• Manage the Offshore Team Manager, Senior Client Success Representative and Client Success Representatives.
• Ensure calls, emails, orders, changes and customer requests have clear ownership and timely follow-through.
• Maintain strong order-entry, confirmation and customer-communication standards.
• Ensure airport codes, FBOs, addresses, contacts, delivery times, dietary restrictions and special instructions are accurate.
• Establish dependable schedules, shift handoffs, escalation authority and backup coverage.
• Ensure morning delivery routes and driver materials are completed before driver departures.
• Oversee out-of-network vendor sourcing, qualification, confirmation, performance and service recovery.
• Develop measurable OON revenue, gross-profit and vendor-network growth.
• Establish controls for store runs, specialty products, substitutions, customer approvals, receipts, markups and billing.
• Maintain point-of-delivery standards for the correct location, recipient, delivery time, box count, photographs, signatures and exceptions.
• Lead customer recovery when an order or delivery does not meet expectations.
• Maintain accurate customer, vendor, airport, FBO, menu, pricing and contact records.
• Recruit, train, coach and hold the Client Success team accountable.
• Identify system and workflow problems and work with Operations and IT on solutions.
• Produce a concise weekly departmental KPI and performance report.

DEVIATIONS AND CUSTOMER FEEDBACK

The Director is responsible for ensuring that deviations from company or customer standards are documented, investigated and closed.

Deviations may include:

• Order-entry errors
• Missing or conflicting information
• Unauthorized substitutions
• Missing products
• Incorrect box counts
• Late or incorrect deliveries
• Airport, FBO or address discrepancies
• OON vendor failures
• Point-of-delivery exceptions
• Customer-authorized changes
• Service-recovery commitments

The Director must also ensure that customer complaints and compliments are entered into the designated system, assigned to an owner and followed through completion.

Complaints must include the cause, customer impact, corrective action, recovery and steps taken to prevent recurrence. 

Compliments should be documented and shared so strong employee, vendor and operational performance can be recognized and repeated.

Recurring deviations and customer-feedback trends must be included in the weekly KPI report.

PERFORMANCE MEASURES

The Director will be accountable for establishing, reporting and improving performance measures that include:

• Customer-response time
• Order-entry accuracy
• Confirmation completion
• Shift and queue coverage
• Documented handoffs
• Unowned critical requests
• Routing completed by deadline
• On-time delivery
• Point-of-delivery completion
• Deviations opened and closed
• Customer complaints and recovery
• Customer compliments
• OON revenue and gross profit
• OON vendor acceptance and performance
• Customer outreach and follow-up
• Systems-maintenance completion
• Employee attendance, productivity and training

COMPENSATION: $85,000–$95,000 annually, based on experience and demonstrated leadership capability. This position is also eligible for performance-based incentive compensation. 

WORK ARRANGEMENT: Onsite leadership position. This is not a remote or regularly scheduled hybrid role. 

Requirements

QUALIFICATIONS

• Five or more years of progressive leadership experience in customer success, hospitality, catering, aviation, logistics, call-center operations or another time-sensitive service environment.
• Experience leading a department or multi-shift team.
• Experience managing remote or international employees is strongly preferred.
• Demonstrated ability to establish KPIs and improve departmental performance.
• Strong operational judgment and ability to make decisions under time pressure.
• Excellent written and verbal communication.
• Strong organizational skills and attention to detail.
• Experience with CRM systems, Microsoft 365, task-management platforms and workforce-management tools.
• Ability to manage customer relationships and detailed operational workflows.
• Private aviation, catering, logistics or vendor-network experience is preferred but not required.

SCHEDULE AND TRAVEL EXPECTATIONS

The anticipated schedule is generally Monday through Friday, approximately 7:00 a.m.–4:00 p.m. Schedule flexibility is required to support a 24/7 operation, team training, major events and periodic evening or weekend needs.

The position requires approximately 15%–20% travel, including visits to company operations in Charleston, Charlotte, Columbia and Cleveland, as well as key customers, out-of-network partners and approved industry events.

Onsite leadership during Masters Week in Augusta is required unless specifically excused.

WHAT SUCCESS LOOKS LIKE

Within the first 90 days, the successful Director will be expected to:

• Build dependable 24/7 Client Success coverage.
• Establish and report weekly departmental KPIs.
• Implement documented shift handoffs and escalation authority.
• Improve order accuracy and confirmation completion.
• Eliminate unowned critical requests.
• Implement early-morning routing and point-of-delivery controls.
• Establish a consistent deviation, complaint and compliment tracking process.
• Establish the current OON baseline and produce a measurable growth plan.
• Identify vendor-coverage gaps and begin developing primary and backup coverage.
• Build a department that identifies and resolves problems before executive intervention is required.

The ideal candidate is an accountable builder and operator who combines urgency, customer care and sound judgment.

Iacofano Group is an equal-opportunity employer. Employment decisions are based on qualifications, merit and business needs.