Director Customer Operations - GAF Roads - GAF

**Company Introduction:** At GAF Commercial we cover more than buildings. We cover each other. No matter what role, tenure, or department, under this roof you are helping to build the market leader in commercial roofing. Under this roof, we are assembling a winning team that puts the customer at the center of every decision and doesn't back down from hard work. Under this roof, we support one another in delivering operational excellence daily, while working to make a positive impact for our planet and our communities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive. We are GAF. And under this roof, we protect what matters most. **Job Summary:** At GAF, we are at the forefront of innovation in the industrial sector, bringing modern solutions to the building materials space. Extending beyond the home, the roads that connect us-to our families, to our work, and to how and where we want to spend time-are a critical part of our daily lives. A newly launched initiative called GAF Roads, aims to disrupt the road maintenance market with a cutting-edge solution that improves the life cycle and performance of asphalt pavement. We believe that we can create better roads that are also better for budgets and communities. This is a dynamic, fast-paced growth initiative looking for candidates that espouse a curious, proactive, and adaptable mindset. The Director of Customer Operations for GAF Roads will be responsible for leading and driving the "how" of our work; they will develop and execute the customer operations and engineering strategy, manage the customer operations and engineering teams, and ensure customer acceptance, satisfaction, and loyalty through high-quality and high-accountability process and partnership. They will be expected to drive alignment across intra-team functions as well as other internal and external stakeholders with clear communication and milestone reporting. **Essential Duties** + Specific responsibilities include, but are not limited to:- Develop and implement strategic operational plans and programs, aligned with the initiative's mission and vision- Lead, coach, and mentor a high-performing team through rapid growth- Establish and maintain strong relationships with key customers, partners, and stakeholders, and act as the primary point of contact for supply chain and engineering escalations and issues- Represent the customer operations and engineering functions in the senior leadership team and provide regular reports and insights on performance and progress- Balance and manage priorities and resources to ensure delivery of committed schedules to effectively maximize output and minimize waste, this includes:- Developing and maintaining a robust project and program management process- Communicating decisions in a timely, objective, and transparent manner- Continuously improving internal processes and procedures- Establish and develop operational standards and systems to implement data-driven strategies to improve profitability, accountability, and revenue **Qualifications Required** + Bachelor's Degree in business, engineering, or a related field. + 10+ years of experience in customer operations, customer success, or a similar role, preferably in the building materials or similar manufacturing industry. + Excellent communication, presentation, negotiation, and interpersonal skills, and the ability to build and maintain trust and rapport with customers, partners, and stakeholders at all levels. + Self-motivated, adaptable, and resilient, and the ability to thrive in a fast-paced and dynamic environment. + Demonstrated ability to navigate uncertainty and high-growth periods with accountability to deliver against schedules and scale a high-performance team. + Strong financial acumen with a proven track record managing cost & budget, reporting, and planning for areas of direct responsibility **Qualifications Preferred** + Master's degree or MBA preferred + Background and/or experience in manufacturing and distribution + Knowledge of asphalt pavement and road maintenance industry + Ability to understand and communicate complex technical concepts and solutions **Travel Requirements:** Up to 50% domestic travel Consideration will be given based on geography, candidate experience, and qualifications. Annual Salary Range: 180,000-230,000 **How We Protect What Matters Most:** 1. We offer a wide range of health insurance options that include medical, dental, and vision for you and your family. 2. Our Family-Building benefits support the many different journeys to fertility and parenthood. 3. Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions. 4. Other exciting programs and perks are available to help employees achieve work-life balance, including (but not limited to) a wellness program, free financial coaching, a referral program, and product rebates when purchased for an employee's primary residence. 5. Professional growth and development are very important to us! We offer internal training programs and courses, as well as a generous tuition reimbursement program. 6. We put diversity and inclusion into action with our Employee Resource Groups, which unite employees based on common perspectives, identities, demographic factors, or out of a desire to be an ally. GAF complies with federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR Services at 833-HR-XPERT. We believe our employees are our greatest resource. We offer competitive salary, benefits, 401k, and vacation packages for all full time permanent positions. We are proud to be an equal opportunity workplace and GAF, Standard Logistics, SGI, and Siplast are proud to be affirmative action employers. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know. If applying for positions in the U.S., must be eligible to work in the U.S. without need for employer sponsored visa (work permit). Privacy Policy (https://www.gaf.com/en-us/about-us/privacy-and-legal/privacy-policy) **CA Privacy** Applicant Notice (https://www.gaf.com/en-us/about-us/privacy-and-legal/applicant-privacy-notice) With 130+ years in the industry, GAF is the leading roofing manufacturer in North America. As a member of the Standard Industries family of companies, we are also part of the largest roofing and waterproofing business in the world. Our communities help give our work meaning and the products we manufacture help protect what matters most. The shingles help to shelter the families living in the homes in our towns. The TPO helps protect what is under that hospital's roof. In addition to quality products, we make sure they are installed by quality craftsmen and women. The full GAF portfolio of solutions is supported by an extensive national network of factory-certified contractors. GAF continues to be the leader in quality and offers comprehensive warranty protection on its products and systems. Our success is driven by a commitment to empowering our people to deliver advanced quality and purposeful innovation and the desire to protect what matters most. ?