Medline Industries - Transportation & Operations
VP, Customer Service
Medline Industries - Transportation & Operations, Northfield, Minnesota, United States, 55057
Job Summary
Interested in this role You can find all the relevant information in the description below. Job Description Plan and direct all aspects of the organization’s customer service policies, objectives, and initiatives. Responsible for carrying out strategic vision for two or more service groups throughout multiple locations. Develop and implement strategic plans based on company goals to support sales growth and increase customer satisfaction.
Ensures decisions are aligned with strategic vision. Responsibilities Strategic Planning & Execution
Develops and implements operational strategies
Drives process innovation and continuous improvement
Aligns operations with business goals and customer satisfaction
Team Leadership & Culture Typically manages through Director level employees
Leads large, multi-functional teams
Mentors and develops talent
Fosters inclusive, mission-driven cultures
Technology & Platform Optimization Implements and manages CCaaS platforms (e.g., NICE CXone, RingCentral, Five9, Genesys, AWS Connect)
Leverages Omnichannel tools (voice, chat, text, AI assistants)
Drives automation and digital transformation
Performance & Financial Management Manages budgets, forecasting, expenses, and P&L accountability; implements cost saving measures where appropriate
Monitors KPIs, dashboards, and scorecards
Ensures compliance and service level achievement
Stakeholder Engagement Interfaces regularly with internal stakeholders including, but not limited to, Sales, Marketing, and Operations Executive Leadership.
Presents to C-suite and executive audiences
Manages vendor relationships
Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly and effectively, and in accordance with consumer law.
Influences cross-functional teams and organizational change
Requirements Education: Bachelor’s Degree required.
Master’s degree (MBA, MHA, or related) preferred
Work Experience At least 10 years of customer service experience, with 7-10 years of direct management experience.
At least 3 years in senior leadership role.
At least 10 years of experience developing strategic initiatives which align with business goals and budget.
At least 10 years of experience directly managing people including hiring, developing, motivating, and directing people as they work.
Knowledge / Skills / Abilities Deep knowledge of CCaaS and CRM platforms.
Experience with omnichannel environments and automation.
Strong analytical and strategic thinking skills.
Ability to lead change and influence culture.
Executive presence and presentation skills.
Experience identifying operational issues, recommending, and implementing strategies to resolve problems.
Experience influencing and motivating others to drive results in a multi-location and matrixed environment.
Experience analyzing and reporting data to identify issues, trends, or exceptions to drive improvement of results and find solutions.
Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. The anticipated salary range for this position: $152,880.00 - $229,320.00 Annual
The actual salary will vary based on applicant’s location, education, experience, skills, and abilities. This role is bonus and/or incentive eligible. Medline will not pay less than the applicable minimum wage or salary threshold. Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click here. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp. We’re dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best. Explore our Belonging page here. Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Interested in this role You can find all the relevant information in the description below. Job Description Plan and direct all aspects of the organization’s customer service policies, objectives, and initiatives. Responsible for carrying out strategic vision for two or more service groups throughout multiple locations. Develop and implement strategic plans based on company goals to support sales growth and increase customer satisfaction.
Ensures decisions are aligned with strategic vision. Responsibilities Strategic Planning & Execution
Develops and implements operational strategies
Drives process innovation and continuous improvement
Aligns operations with business goals and customer satisfaction
Team Leadership & Culture Typically manages through Director level employees
Leads large, multi-functional teams
Mentors and develops talent
Fosters inclusive, mission-driven cultures
Technology & Platform Optimization Implements and manages CCaaS platforms (e.g., NICE CXone, RingCentral, Five9, Genesys, AWS Connect)
Leverages Omnichannel tools (voice, chat, text, AI assistants)
Drives automation and digital transformation
Performance & Financial Management Manages budgets, forecasting, expenses, and P&L accountability; implements cost saving measures where appropriate
Monitors KPIs, dashboards, and scorecards
Ensures compliance and service level achievement
Stakeholder Engagement Interfaces regularly with internal stakeholders including, but not limited to, Sales, Marketing, and Operations Executive Leadership.
Presents to C-suite and executive audiences
Manages vendor relationships
Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly and effectively, and in accordance with consumer law.
Influences cross-functional teams and organizational change
Requirements Education: Bachelor’s Degree required.
Master’s degree (MBA, MHA, or related) preferred
Work Experience At least 10 years of customer service experience, with 7-10 years of direct management experience.
At least 3 years in senior leadership role.
At least 10 years of experience developing strategic initiatives which align with business goals and budget.
At least 10 years of experience directly managing people including hiring, developing, motivating, and directing people as they work.
Knowledge / Skills / Abilities Deep knowledge of CCaaS and CRM platforms.
Experience with omnichannel environments and automation.
Strong analytical and strategic thinking skills.
Ability to lead change and influence culture.
Executive presence and presentation skills.
Experience identifying operational issues, recommending, and implementing strategies to resolve problems.
Experience influencing and motivating others to drive results in a multi-location and matrixed environment.
Experience analyzing and reporting data to identify issues, trends, or exceptions to drive improvement of results and find solutions.
Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. The anticipated salary range for this position: $152,880.00 - $229,320.00 Annual
The actual salary will vary based on applicant’s location, education, experience, skills, and abilities. This role is bonus and/or incentive eligible. Medline will not pay less than the applicable minimum wage or salary threshold. Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click here. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp. We’re dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best. Explore our Belonging page here. Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws.