Senior Director of Sales Ops & Customer Experience

About the role

BrainWorks is partnering with a rapidly growing industrial distributor that has doubled in size through organic growth and acquisitions. The company is establishing Sales Operations and Customer Experience as a dedicated function separate from frontline sales. Reporting to the Vice President of Sales and serving on the senior leadership team, the Senior Director will lead functional leaders over a 50‑person team, building the commercial‑support organization behind a growing sales team. The role involves approximately 10%–15% travel, with preferred locations in Atlanta, Dallas, Houston or Columbia, Missouri (remote arrangements may be considered for an exceptional candidate).

Responsibilities

• Build and lead the new Sales Operations and Customer Experience function
• Integrate multiple customer‑service and commercial‑support teams
• Improve the experience for customers, sellers and support employees
• Establish consistent processes, service standards and performance measures
• Create a repeatable model for integrating future acquisitions
• Bring Sales Support, Client Services, CRM, Training and Enablement into one coordinated organization
• Clarify roles, responsibilities, reporting relationships and accountability
• Integrate teams and processes added through acquisitions
• Develop functional leaders and create career paths for employees
• Build an operating model that can scale with continued growth
• Establish consistent service standards across customer channels
• Identify and remove friction affecting customers and sellers
• Improve work allocation, responsiveness, handoffs and issue resolution
• Build a Sales Support model that allows sellers to spend more time with customers
• Partner with sales leadership to align support priorities with growth objectives
• Evaluate CRM, ticketing, communications and workflow tools
• Partner with internal technology resources to improve