Aftermarket Growth & Customer Experience Business Unit Director

Job Responsibilities

• Full P&L responsibilities including sales, pricing, volume, gross margin, cash flow, operations management, and inventory stock levels
• Demonstrate and instill a sense of direct ownership and responsibility in each team member
• Analyze and develop an entrepreneurial business plan to grow parts, service, and refurbishment revenue while also listening to customer feedback concerns and recommendations
• Monitor and analyze financial performance, implementing strategies to meet or exceed targets
• Develop and implement short-term and long-term plans to achieve business goals
• Lead customer and field service to ensure timely and effective parts, service, refurbishment, and installation support
• Build a positive, customer-focused team culture that aligns with the company's mission
• Provide leadership, mentorship, succession planning, and training/development to the current customer support team and throughout the matrix organization
• Manage parts sales and ensure proper inventory levels to meet customer demands while also meeting on-time-delivery requirements
• Support and lead key business strategies following the Entrepreneurial Operating System (EOS) business organizational model
• Collaborate with other departments to identify and capitalize on growth opportunities
• Maintain strong relationships with clients, ensuring their satisfaction with products and services
• Identify industry trends and adjust strategies to stay competitive

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Engineering, or related field; MBA or other relevant advanced degree preferred
• At least 10+ years of experience in customer service management (B2B), field service operations, or related roles, with at least 3+ years in a senior leadership role
• 3+ years of direct P&L management experience
• Strong financial acumen, data analytics, and experience managing nearly an 8-figure sized business unit
• Technical understanding of ASTM and its requirements
• Proven ability to lead and manage teams effectively
• Exceptional communication, diplomacy, and interpersonal skills
• Strong organizational and problem-solving abilities
• Proficiency with CRM, ERP, and service management software
• Knowledge of safety and regulatory standards in the amusement industry, preferred
• Ability to adapt and manage dynamic and fast-paced work environments
• Comfort with implementing new systems including advanced data analytics, trend analysis, AI utilization, AI integration and resourcing building