Director Customer Operations Jobs in Springfield, MO

POSITION SUMMARY:

The Director of Operations is accountable for the overall performance, systems, and strategic direction of all production within the Genie Reconditioning facility. This role leads through managers, directly managing the Operations Managers and is responsible for building the operational systems, standards, and structures that drive sustained performance across safety, quality, delivery, and cost. 

The Director of Operations owns capacity planning, capital planning, workforce planning, and cross-functional alignment on a 30/60/90-day and annual horizon. Rather than solving daily production problems, this role eliminates root causes by designing and improving the systems that prevent them. The Director translates business objectives into operational plans, establishes performance benchmarks, and ensures the reconditioning operation scales efficiently while meeting customer commitments and regulatory requirements.

KEY RESPONSIBILITIES:

• Own the design, implementation, and continuous improvement of operational systems—including production scheduling frameworks, workflow standards, and escalation protocols—that drive predictable, repeatable performance.
• Develop and execute 30/60/90-day and annual operational plans aligned to business objectives, customer demand forecasts, and financial targets.
• Lead capacity planning to ensure facility throughput, labor, equipment, and floor space are aligned to current and projected production volume.
• Drive standardization of processes, work instructions, and quality standards across all production areas to reduce variation and improve consistency.
• Evaluate and enhance current operational systems by analyzing performance data, identifying structural inefficiencies, and implementing corrective changes.
• Own capital planning for production equipment, tooling, and facility improvements; develop business cases, manage budgets, and prioritize investments based on operational impact and return.
• Evaluate and approve major equipment purchases, facility modifications, and technology investments that affect production capability or capacity.
• Own the safety management system across the facility—not just compliance, but the design and effectiveness of safety programs, training, hazard identification, and incident investigation processes.
• Ensure full compliance with OSHA, EPA, and all applicable federal, state, and local regulatory requirements; drive a proactive safety culture that reduces risk before incidents occur.
• Review and act on safety trend data including TRIR, near-miss rates, and corrective action closure rates; work with the Safety Manager for systemic safety performance.
• Work with the Maintenance Manager in developing and executing a preventive and predictive maintenance program that sustains target equipment uptime levels.
• Assist in analyzing equipment failure trends and maintenance cost data to identify root causes of chronic downtime and prioritize corrective investments.
• Ensure maintenance planning is integrated with production scheduling to minimize disruption and maximize productive hours.
• Directly manage and develop the Operations Managers: set clear expectations, conduct performance evaluations, and build leadership capability at the manager level.
• Establish and monitor operational KPIs across cost per unit, labor efficiency trends, safety rates, equipment uptime, capacity utilization, and workforce stability; hold direct reports accountable for results.
• Build bench strength and succession depth across the operations organization through structured development plans, cross-functional exposure, and leadership coaching.
• Partner with Human Resources to develop and execute workforce plans that address hiring needs, retention strategies, skills gaps, and succession for all production roles.
• Drive cross training and upskilling initiatives to build a flexible, multi-skilled workforce capable of supporting varying production demands.
• Monitor and report turnover, retention, and bench strength metrics; implement targeted actions to reduce voluntary attrition and strengthen the talent pipeline.
• Coordinate operations with Quality, Supply Chain, Engineering, Finance, and Human Resources to ensure alignment on production priorities, material availability, cost targets, and continuous improvement initiatives.
• Develop and maintain reporting and auditing processes used to analyze operational effectiveness; present performance reviews, trend analyses, and strategic recommendations to senior leadership.
• Actively participate in and support the principles of Open Book Management.
• Employees may perform other related duties as needed to meet the ongoing needs of the organization. The frequency and duration of the duties described may vary based on production needs, equipment condition, and workflow requirements.

LEADERSHIP EXPECTATIONS:

• Lead through managers, not around them, set direction, build systems, develop leaders, and hold the management team accountable for execution.
• Think in systems: identify patterns, root causes, and structural issues rather than reacting to individual events.
• Make data-driven decisions on resource allocation, capital investment, and organizational design.
• Communicate the “why” behind operational decisions to build alignment and ownership across all levels of the organization.
• Balance long-term operational health with short-term production demands; protect strategic priorities from being consumed by daily urgency.

DECISION-MAKING AUTHORITY:

• Structural and financial authority over operational budgets, capital expenditure recommendations, headcount planning, and organizational design within the operations function.
• Authority to approve or modify production strategies, maintenance programs, safety systems, and process standards.
• Authority to make hiring, promotion, and termination decisions for direct reports in coordination with Human Resources and senior leadership.
• Authority to halt operations for safety, quality, or regulatory concerns and to direct facility-wide corrective actions.
• Escalates decisions involving enterprise-level capital commitments, facility expansion, and organizational restructuring to the General Manager / Plant Manager.

MINIMUM QUALIFICATIONS REQUIRED:

• Bachelor’s degree in operations management, manufacturing engineering, industrial technology, business administration, or a related field; or an equivalent combination of education and progressive operational leadership experience.
• Minimum of seven (7) years of manufacturing or production operations experience, including at least three (3) years managing managers or department-level leaders.
• Demonstrated experience with capacity planning, capital budgeting, and operational strategy development in a manufacturing or industrial environment.
• Working knowledge of OSHA regulations, safety management systems, and environmental compliance requirements applicable to a manufacturing facility.
• Proven ability to build and improve operational systems, drive cross-functional alignment, and deliver measurable results in safety, quality, delivery, and cost.
• Strong analytical skills with the ability to interpret operational data, financial reports, and performance trends to inform strategic decisions.
• Effective communication and leadership skills with the ability to lead through managers, present to senior leadership, and align diverse teams around common objectives.

PREFERRED QUALIFICATIONS:

• Master’s degree in business administration (MBA), operations management, or a related discipline.
• Ten (10) or more years of progressive operations leadership experience in heavy equipment, aerial equipment, or industrial reconditioning/remanufacturing.
• Lean Six Sigma Green Belt or Black Belt certification, or equivalent continuous improvement credentials.
• Experience implementing or managing ERP/MES systems in a manufacturing environment.
• OSHA 30 certification or equivalent safety leadership training.
• Experience managing multi-shift or multi-line manufacturing operations.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS:

Work is split between the production floor and office environments. The Director of Operations regularly walks production areas with exposure to dust, fumes, noise, oils, grease, and varying temperatures. Office-based work includes strategic planning, data analysis, meetings, and reporting. This position is considered safety-sensitive due to regular presence in and accountability for areas where equipment, machinery, tools, and materials may affect employee safety. Employees must maintain knowledge of Haz/Com regulations and follow all safety standards and PPE requirements, including safety-toe shoes and safety glasses in designated areas.

Sitting 40%, standing/walking 60%. This position requires the ability to lift, carry, push, or pull materials weighing up to 25 pounds. While performing the duties of this role, the employee regularly walks, stands, uses hands and fingers to handle or feel objects, and communicates verbally.

Genie Recon. is an Equal Opportunity Employer. The job description does not necessarily contain all the actual or essential duties of this position. All job offers are contingent upon passing a drug screen and criminal background check.