Director, Sales Support Operations

Director, Sales Support Operations

Department: Sales Operations

Employment Type: Full Time

Location: Austin, Texas

Description

Join one of the fastest growing, most dynamic companies in the furniture industry. For over 25 years, Four Hands has been a leading designer and wholesaler of furniture and dcor, helping people create spaces that feel like home.

Consistently ranked on the Inc. 5000 list of fastest-growing companies, we've also been voted as one of Austin's Top Workplaces in 2021, 2022, 2023 and 2024 by Austin American-Statesman.

We invest in exceptional people - with a team of over 800 and growing - fostering our employees' careers and celebrating them at every step of the way.

Headquartered in Austin, Texas, with showrooms in High Point and Las Vegas, we have additional offices in China, India, Indonesia, Mexico and Vietnam.

This strategic and results-driven leadership role will drive operational excellence, optimize order management processes, and ensure superior customer service delivery. The Director of Sales Support Operations will lead a talented team to support our sales efforts and collaborate across departments to enhance customer experiences and operational efficiency.

In This Role

Strategy Development:

• Develop and implement a comprehensive sales support strategy that aligns with the company's business objectives
• Establish and monitor key performance indicators (KPIs) to identify opportunities for improvement and drive data-informed decisions
• Standardize and maintain processes to ensure accurate and timely handling of customer inquiries
• Demonstrate a deep understanding of ERP systems and the interrelationship of orders across departments to ensure meaningful customer communication
• Build and maintain strong relationships with stakeholders and sales leaders to design and implement strategies that enhance customer satisfaction and drive revenue growth
• Establish metrics to evaluate the effectiveness of initiatives, providing regular reports to stakeholders and making data-driven adjustments as needed to optimize customer behavior and preferences
• Encourage professional development and continuously optimize team dynamics and productivity
• Evolve the team structure to align with business and customer needs, driving efficiency through process optimization, system enhancements, and strategic task realignment
• Collaborate on the development of the department's budget, ensuring efficient allocation of resources and alignment with business priorities

Customer Experience:

• Create and implement strategies to improve customer satisfaction, retention, and loyalty and ensure sales support strategies align with overall business objectives
• Partner with cross-functional teams, including marketing, product development, and sales, to gather insights and prioritize initiatives, ensuring a cohesive approach

Leadership and Team Management:

• Lead and mentor a team of sales support managers to deliver results aligned with Four Hands' strategic objectives
• Facilitate effective communication and collaboration among team members, encouraging idea sharing and best practices
• Foster individual growth and skill enhancement through regular feedback, training sessions, and professional development opportunities
• Monitor progress towards goals through regular check-ins and performance reviews, providing constructive feedback and guidance
• Promote a culture of continuous improvement by encouraging team members to analyze performance outcomes, identify areas for enhancement, and propose innovative solutions.
• Foster a culture of trust, teamwork, and collaboration, promoting continuous improvement and employee engagement

Other Duties:

• Other duties as assigned by Management
• Uphold our core values and be a valuable member of the Four Hands team:
  • Be open and honest
  • Reach for excellence
  • Act with responsibility
  • Value the whole person
  • Enjoy the journey

The Ideal Person

• 10+ years of customer service experience in the furniture industry or a related field
• 5+ years in a senior leadership role managing and influencing dynamic teams
• Bachelor's Degree in Business Administration or a related field
• Strong leadership and team management abilities
• Salesforce and Microsoft Dynamics experience preferred
• Excellent analytical and problem-solving skills, with proficiency in interpreting data to drive decision-making
• Experience in furniture or related industry preferred