Position Summary

DuraMark Technologies is seeking a strategic, process-driven Director of Sales Operations to lead the operational backbone of our commercial organization. This role is responsible for optimizing commercial systems and processes, driving efficiency and scalability, and ensuring the success of our Customer Service team. The Director of Sales Operations partners closely with Sales, Marketing, Operations, Finance, and IT to ensure that the customer journey is seamless, efficient, and value-driven. This individual plays a critical role in enabling sales growth by reducing friction, improving data quality, and driving operational excellence across the commercial team.

The Director of Sales Operations will also lead a team of Customer Service Representatives (CSRs) located in Westfield, IN and St. Paul, MN. This role is ideal for a people-focused leader who thrives in a fast-paced, high-accountability environment and is motivated by developing talent and improving process.

Key Responsibilities

Lead, develop, and coach the Customer Service team, ensuring KPIs are met, and talent development is prioritized
Drive continuous improvement in order accuracy, response times, customer issue resolution, and service delivery
Own commercial systems strategy and optimization, including ERP (NetSuite), CRM (HubSpot), and OCR tools
Partner with Sales leadership to free up Account Manager capacity by streamlining internal workflows
Document and standardize commercial SOPs to ensure scalability and cross-functional alignment
Own internal reporting and KPI dashboards for the commercial team, providing insights and enabling data-driven decisions, specifically being the link between Commercial (demand) and Operations (Supply)
Identify and implement process automation and efficiency improvements across the order-to-cash cycle
Act as the commercial lead for cross-functional initiatives involving Operations, Finance, Quality, and IT
Support customer onboarding, system readiness, and transition plans for new business growth
Champion a customer-first, value-add mindset across the commercial support organization

Key Metrics

System Usage, Data Integrity, and Workflow Efficiency
Commercial Team Performance KPIs
Lead-time alignment to customer demand
Increased Account Manager team capacity for value-added sales growth
Onboarding and integration milestones achieved

Qualifications

Required:

5+ years of experience in Sales Operations, Commercial Operations, or Customer Operations roles
Prior people leadership experience managing high-performance teams
Strong hands-on experience with NetSuite ERP and HubSpot CRM
Demonstrated success driving process improvement and system optimization
Excellent communication, project management, and cross-functional leadership skills
Ability to work independently, drive multiple initiatives simultaneously, and prioritize value-add activities

Preferred:

Manufacturing, B2B Industrial, or OEM industry experience
Experience with OCR/automation tools
Exposure to EOS (Entrepreneurial Operating System) framework
Background in business integration, change management, or scaling commercial operations

Growth Potential

This role is positioned to scale with DuraMark’s growth – organically or through acquisition.

Travel should not exceed 20%.

DuraMark Core Values

CUSTOMER FOCUSED
- Give our Customers the Best Experience Possible
DO THE RIGHT THING
- Act with Integrity and Trust
- Confront the Hard Stuff
- Treat people how you would like to be treated
POSITIVE “GET IT DONE” ATTITUDE
- Adaptive to change
- Work Hard and Have Fun
- Motivate others
- Committed to Quality and Execution
COLLABORATIVE TEAM PLAYER
- "Win as a Team" Mentality
- Creative Problem Solver
- Humble & Confident Contributor
- Engage in the right communication, at the right time, for the right results
PASSION TO GROW
- Achievement driven with a "Will to Win"
- Curious Learner
- Energetic Competitor

If you are a highly motivated and results-oriented individual with a passion for the labeling industry, we encourage you to apply for this exciting opportunity at DuraMark Technologies.

Equal Opportunity Employer: This organization is an equal opportunity employer and does not discriminate based on race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status, marital status, familial status, or status with regard to public assistance, or membership or activity in a local human rights commission. All qualified applicants will receive consideration for employment without regard to these protected characteristics.

DuraMark Technologies, Inc.

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Director of Sales Operations