Director, Customer Operations

Please Note: If you are a current Spin Master employee with access to Workday, apply to this job via the Workday application.

Are you a kid at heart looking to build a career with a leading global children's toy, entertainment and digital gaming company?

At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader. How do we stay ahead of the pack? By hiring the best and brightest minds—and that's why we want you

What will you work on?

As Director of Customer Operations, this role will focus on customer operations channels regionally.  Through strategic vision and execution, the Director will plan, coordinate, and control the activities of the Customer Service & Engagement Teams to deliver on customer requirements and expectations, and enhance the customer experience.  In addition to proactively delivering sustainable process improvements and best in class service, cost reductions, and driving working capital metrics this will role is responsible for developing standardization of business processes while driving growth with the customer channel and overall organization. The Director, Customer Operations will work collaboratively & proactively with the Customer Commercial Teams, Internal Controls, and functional support teams, to improve process & data quality across our customers and greater organization.

How will you create impact?
 

• Proactive Direction and management of the order fulfillment process, to achieve top tier customer service and satisfaction, and achieve best in class customer scorecard metrics
• International responsibilities including accountability of regional associates
• Oversee all vendor agreements and New Vendor contracts to ensure Spin Master's Supply Chain Is positioned to deliver without incurring chargebacks. Responsibility Includes finding and fixing operational issues between Spin Master & 3PL's. Contest chargebacks to drive cost savings
• Actively drive seamless order execution through the reduction of 'touches', order cycle time, effective management of order incompletions (holds) and proactively work with cross-functional partners to root cause data errors impacting order processing
• Escalate/communicate, and execute in solving service Issues to internal and external stakeholders on a timely basis with fact-based root cause analysis to drive corrective actions
• Lead monthly, quarterly audits for the function to ensure requirements are met
• Develop the achievement and maintenance of agreed customer service levels and standards, including all vendor routing and execution requirements
• Partner with Supply Chain peers to resolve issues, determine root cause and identify ways to improve to ensure top performance with customer and proactively mitigate non-compliance charges
• Initiate and maintain regular dialogue and follow-up with key internal and external stakeholders (e.g., Credit, Planning (Supply and Demand), Logistics) to resolve and prevent issues and to enhance overall customer service and company objectives
• Work collaboratively & proactively with our commercial teams to find opportunities to improve the process & data flow between our customers and Spin Master
• Define and execute productivity KPI's across organization and greater supply chain team
• Conduct regular 1:1 sessions with direct reports, Commercial VP's, to ensure continuity of performance and drive customer results
• Comply with all company policy and procedures and make recommendations for improvements
• Drive strong employee engagement through meaningful initiatives
• Cultivate and maintain positive relationships with customers and internal stakeholders

What are your skills and experience?

• CPG/Retail Supply Chain with management work experience
• Experience with a Tier 1 ERP system (s4 Hana/SAP) required
• Has worked on a business with global or regional exposure. Demonstrates an understanding of differences between countries and cultures
• Leadership experience including supervision of direct/indirect reports
• P&L/budget experience

The anticipated pay range for candidates who will work in Wilton, CT is $165,000 to $175,000 Per Annum. The offered pay to a successful candidate will be dependent on several factors that may include but are not limited to years of experience within the job, years of experience within the required industry, education, etc. Spin Master Inc. is a multi-state employer, and this salary range may not reflect positions that work only in other states.

#LI-Hybrid #LI-HM1

What you can expect from us:

Our mission is to Make Life More Fun with a vision to push the boundaries of innovation, creativity, and fun.

• Growth and Career Opportunities
• Flexible Work Hours
• Innovation, Collaboration and Fun
• Comprehensive Benefits
• Other fun Perks

What's it like to work here?

Spin Master is a fast-paced, hands-on organization that provides many great opportunities for impactful decision-making; though our challenging start-up atmosphere isn't for everyone, we have a proven record of opportunities for future advancement and internal transfers for our passionate and results driven team.

Everyone is welcome in our sandbox and we are committed to an accessible and inclusive hiring process that provides reasonable accommodation to all applicants.

Spin Master strives to create an accessible and inclusive application and selection process and is committed to working with and providing reasonable accommodation to job applicants who may require provisions to participate in the recruitment, selection and/or assessment processes. Should you require an accommodation, please contact our Talent Acquisition team, by email at or by phone at and we will work with you to meet your accessibility needs.

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We do appreciate all interest; however only those selected for interview will be contacted.