Director of Sales Process & Operations - Multiple Locations

Achievement Potential

The ideal candidate lives and works within DSG's footprint, within commuting distance of a DSG branch. Opportunities for hybrid work may be available for well-qualified candidates.

About the Role

DSG is seeking a Director of Sales Process & Operations to join our team. As a Director of Sales Process & Operations, you will lead the standardization, governance, and continuous improvement of commercial execution processes across DSG.

Responsibilities

• Serve as the enterprise owner of sales and customer service process execution standards across DSG, ensuring consistency, scalability, and operational discipline across branches and regions.
• Define, standardize, and continuously improve workflows related to order entry, quote entry, pricing execution, customer maintenance, order management, returns processing, warranty administration, customer communication, and service recovery processes.
• Establish and maintain execution standards for inbound and outbound sales activities, customer follow-up expectations, utilization of phone and text communication platforms, and sales/customer service responsiveness.
• Lead process governance and operational discipline surrounding quotation workflows, job management functionality, pricing overrides, transaction management, and customer account management within Eclipse.
• Own ERP authorization management and governance for sales and customer service functions, including role-based access, approval structures, transaction permissions, workflow controls, and segregation of duties.
• Establish operational standards and process governance for returns, credits, warranty claims, and vendor recovery processes to ensure consistent customer experience, timely resolution, financial accuracy, and accountability across the organization.
• Partner with Supply Chain, Operations, Purchasing, and branch teams to improve coordination and execution surrounding damaged goods, returns handling, warranty processing, vendor claims, and customer issue resolution.
• Partner with Sales Leadership and Branch Leadership to reinforce consistent sales and customer service behaviors that improve customer experience, execution quality, productivity, and operational consistency.
• Define and improve handoff processes between Sales, Customer Service, Warehouse, and Delivery teams to reduce friction, improve communication, and enhance service execution.
• Partner with IT and ERP teams to improve workflow functionality, system utilization, process integrity, and operational reporting within Eclipse.
• Identify operational breakdowns, inconsistencies, and process inefficiencies; lead root cause analysis and implement sustainable corrective actions.
• Establish and monitor operational KPIs related to quote quality, order accuracy, pricing execution, response times, workflow compliance, returns processing, warranty administration, customer service effectiveness, and execution consistency.
• Support branch and regional teams through field engagement, process coaching, workflow observations, and practical operational improvement initiatives.
• Drive adoption of standardized commercial workflows while balancing operational discipline with practicality and ease of execution for frontline teams.
• Partner with Learning & Development to create training, onboarding, and reinforcement programs tied to sales and customer service process standards.
• Lead cross-functional initiatives related to commercial workflow optimization, operational efficiency, customer experience improvement, and execution consistency.
• Lead implementation and adoption of new technologies drive efficiencies and improve the overall customer experience.
• Define and design workflows for new technologies to enhance and redefine the operational processes within the organization.

Requirements

• ERP & Systems Expertise: Working knowledge of Eclipse ERP, including reporting, security permissions, and standards governance.
• Industry & Commercial Acumen: Experience in wholesale distribution environments, multi-segment knowledge across electrical, HVAC, and plumbing businesses preferred.
• Operational Leadership & Influence: Strong understanding of demand planning and sales processes, proven ability to build strong cross-functional partnerships and lead through influence without direct authority.
• Process & Continuous Improvement: Proven ability to develop and implement scalable processes across multiple locations, demonstrated success in process engineering, standardization, and continuous improvement initiatives.
• Multi-Site Execution: Ability to work across multiple branches or sites with accountability for adoption and execution, ability to balance standardization with real-world business needs, flexing only when necessary.
• Communication & Capability Building: Ability to teach, guide, and influence others in system and process adoption (not a formal trainer role), strong communication skills with the ability to simplify complex processes for practical application.
• Problem Solving & Decision Making: Solution-oriented mindset with the ability to navigate ambiguity and drive outcomes, proven ability to manage differing opinions, resolve conflict, and move teams toward alignment.

Qualifications

• Strong understanding of demand planning and sales processes.
• Proven ability to build strong cross-functional partnerships and lead through influence without direct authority.
• Demonstrated success developing and implementing scalable processes across multiple locations.
• Ability to balance standardization with real-world business needs, flexing only when necessary.
• Strong communication skills with the ability to simplify complex processes for practical application.
• Proven ability to manage differing opinions, resolve conflict, and move teams toward alignment.

Skills

• ERP & Systems Expertise: Working knowledge of Eclipse ERP, including reporting, security permissions, and standards governance.
• Industry & Commercial Acumen: Experience in wholesale distribution environments, multi-segment knowledge across electrical, HVAC, and plumbing businesses preferred.
• Operational Leadership & Influence: Strong understanding of demand planning and sales processes, proven ability to build strong cross-functional partnerships and lead through influence without direct authority.
• Process & Continuous Improvement: Proven ability to develop and implement scalable processes across multiple locations, demonstrated success in process engineering, standardization, and continuous improvement initiatives.
• Multi-Site Execution: Ability to work across multiple branches or sites with accountability for adoption and execution, ability to balance standardization with real-world business needs, flexing only when necessary.
• Communication & Capability Building: Ability to teach, guide, and influence others in system and process adoption (not a formal trainer role), strong communication skills with the ability to simplify complex processes for practical application.
• Problem Solving & Decision Making: Solution-oriented mindset with the ability to navigate ambiguity and drive outcomes, proven ability to manage differing opinions, resolve conflict, and move teams toward alignment.

Benefits

• Competitive compensation packages based on your experience and potential.
• Generous Paid Time Off (PTO) and Extended Medical Leave (EML) allowances.
• Comprehensive benefits package, including medical, dental, and vision, also offers a multitude of other perks such as life insurance, short- and long-term disability, and a Health Savings Account (HSA) with employer contribution.
• Multitude of other perks such as family planning and childcare savings opportunities, including paid parental leave, adoption assistance, infertility assistance, and a Dependent Care Flexible Spending Account (FSA).
• Multiple retirement savings opportunities, including a 401(k) with employer match and ESOP.
• Discount on all DSG-supplied products.
• Paid volunteer hours in addition to PTO.

Pay

Compensation is commensurate with experience and qualifications.

Schedule

Travel up to 25% of the time may be required.