Director, Global Customer Operations

Director, Global Customer Operations

About The Role

The Director, Global Customer Operations is responsible for leading the end-to-end customer operations strategy and execution. This role serves as the key link between customers, commercial teams, supply chain planning, manufacturing, logistics, and finance to ensure exceptional customer experience, operational excellence, and profitable growth.

The Director will oversee customer service, order management, customer supply chain collaboration, demand fulfillment, and global customer operations processes. The successful candidate will drive service excellence, improve order-to-cash performance, enhance customer satisfaction, and develop scalable processes to support a global customer base.

Key Responsibilities

Customer Operations Leadership

• Develop and execute a global customer operations strategy aligned with business and commercial objectives.

• Lead regional customer service and order management teams across multiple geographies.

• Establish a customer-centric culture focused on responsiveness, reliability, and continuous improvement.

• Drive global standardization of customer operations processes while accommodating regional requirements.

• Serve as the primary escalation point for critical customer issues and business continuity challenges.

Order-to-Cash Excellence

• Oversee the complete order-to-cash process, including order entry, order management, fulfillment coordination, invoicing support, and customer issue resolution.

• Ensure accurate and timely order processing while maintaining compliance with company policies and customer agreements.

• Improve order cycle times, first-pass accuracy, and customer satisfaction metrics.

• Partner with Finance to optimize credit management, collections support, and dispute resolution processes.

Customer Supply Chain Collaboration

• Build strategic relationships with key customers to support supply continuity and service excellence.

• Lead customer collaboration initiatives involving forecasting, inventory management, replenishment, and supply planning.

• Participate in customer business reviews and executive-level meetings.

• Support commercial teams in developing service agreements and customer-specific supply chain solutions.

Service Performance Management

• Establish and monitor service-level agreements (SLAs) and customer performance metrics.

• Develop dashboards and reporting systems to provide visibility into customer service performance.

• Lead root-cause analysis and corrective actions for service failures.

• Drive continuous improvement initiatives that enhance customer experience while reducing operational costs.

Cross-Functional Coordination

• Partner closely with Supply Chain, Manufacturing, Procurement, Logistics, Sales, Marketing, Regulatory, and Finance teams.

• Align customer demand priorities with production and distribution capabilities.

• Participate in Sales & Operations Planning (S&OP) and Integrated Business Planning (IBP) processes.

• Support new product introductions, product transitions, and customer onboarding activities.

Digital Transformation & Process Improvement

• Lead implementation and optimization of customer service technologies, CRM platforms, ERP systems, and customer portals.

• Drive automation of customer-facing processes and reporting.

• Utilize analytics to identify trends, improve forecasting collaboration, and optimize service performance.

• Champion Lean and continuous improvement methodologies within customer operations.

Compliance & Quality Management

• Ensure adherence to customer requirements, quality standards, and regulatory expectations within the chemical industry.

• Maintain governance of customer master data and contract compliance.

• Support audits and customer quality reviews as required.

• Ensure compliance with export regulations, trade requirements, and hazardous material documentation processes.

Qualifications

Education

• Bachelor's degree in Business, Supply Chain Management, Operations, Engineering, Chemistry, or related discipline.

• MBA or Master's degree preferred.

Experience

• 10+ years of progressive experience in customer operations, customer service, supply chain, commercial operations, or order management.

• 5+ years of leadership experience managing global or multi-regional teams.

• Experience within chemical manufacturing, specialty chemicals, materials, industrial manufacturing, or related industries preferred.

• Strong experience with ERP systems such as SAP, Oracle, or Microsoft Dynamics.

• Demonstrated success leading customer experience and operational improvement initiatives.

You can find Arclin everywhere. Our technologies make homes and transportation safer, help crops flourish, keep water clean, protect first responders and members of the military, and preserve the purity of essential pharmaceuticals. These vital, everyday products can't fail, and we’re here to give the world an extra layer of performance and peace of mind.

With ~4,000 team members across more than 30 global manufacturing facilities, we operate with the scale to make a global impact and the agility to solve complex challenges at the molecular level. Rooted in scientific discovery and innovation, Arclin’s materials redefine performance across industries - from Firepoint®’s patented intumescent technology that helps stall flames and save lives to the iconic Kevlar® and Nomex® brands trusted to protect those who serve, strengthen aerospace and industrial systems, and perform where reliability and safety are top of mind.

As we expand our mission‑critical materials portfolio and shape the next era of performance technologies, we’re looking for people who want to grow, lead, and solve the challenges others can’t. Together, we’ll advance the innovations that keep the world moving. Because at Arclin, our people are truly Vital Beyond Measure.