Company Description
At
Mission Critical Group (MCG), we don’t just manufacture electrical systems—we deliver power reliability where it matters most. From data centers to critical infrastructure, our solutions keep the world running. With more than one million square feet of U.S. manufacturing capacity, we move fast, build smart, and never compromise on quality.
Job Description
The
Senior Director, Business Operations is a critical leadership role within the Mission Critical Group's Customer Success organization, responsible for turning strategy into execution across the Electrical Equipment Center of Excellence (EECOE). This leader ensures the teams that directly impact
customer delivery, quality, and reliability operate with clarity, consistency, and data-driven confidence.
This role exists to make execution work—at scale. You’ll drive adoption of enterprise systems and standards, align cross-functional teams, and bring structure to complex, multi-site operations. Acting as both a connector and an advocate, you’ll represent EECOE needs, translate strategy into practical action, and ensure teams are equipped to deliver on commitments—on time and with excellence.
Lead Business Operations for Customer Success
- Own and lead the Business Operations function within Customer Success, setting priorities, operating rhythms, and execution standards aligned to EECOE objectives.
- Serve as the primary operational partner to the VP of Customer Success, translating strategy into executable systems, processes, and enablement.
- Act as a senior operational advisor to site and functional leaders across EECOE.
Drive Strategic Execution
- Translate enterprise and EECOE strategy into practical execution plans that improve delivery predictability and customer outcomes.
- Partner with Customer Success, Operations, IT, Finance, and enterprise teams to align work—without duplicating ownership or authority.
- Balance immediate execution needs with long-term operational maturity.
Own Cross-Functional Initiatives
- Oversee a portfolio of high-impact internal initiatives, including process improvements, system implementations, and cross-functional programs.
- Apply disciplined project and change management practices to ensure initiatives are properly scoped, resourced, sequenced, and delivered.
- Proactively identify risks, dependencies, and resource constraints—and help teams resolve them early.
Enable EECOE Adoption & Readiness
- Partner with IT and enterprise teams to ensure effective adoption of approved systems, tools, and standards across EECOE.
- Translate enterprise-led initiatives into clear operational workflows, reporting structures, and expectations.
- Identify readiness gaps and execution impacts, communicating needs back to enterprise partners.
- Lead enablement efforts including training programs, SOPs, work instructions, and knowledge management.
- Ensure new tools and processes are supported by clear documentation and role-based training.
- Measure adoption and effectiveness, adjusting approaches to support delivery, quality, and customer commitments.
Deliver Insights That Drive Action
- Lead the development of operational KPIs, dashboards, and insights that support informed planning and execution.
- Connect operational data (capacity, workload, quality) to customer-facing outcomes like delivery, responsiveness, and reliability.
- Partner with Operational Excellence, Finance, and IT to align insights with forecasting and enterprise reporting.
- Shift reporting from reactive updates to proactive visibility and early risk identification.
Build and Lead a High-Performing Team
- Build, lead, and develop a high-performing Business Operations team, including process owners, analysts, insights, and enablement resources.
- Set clear expectations, provide coaching, and support professional growth.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Lead effectively in a matrixed, multi-site environment, influencing without authority where needed.
Leadership Scope
- Leads and develops the Business Operations team as the function scales.
- Serves as the central point of accountability for Business Operations delivery within Customer Success.
- Partners closely with EECOE functions, IT, and Operational Excellence.
- Provides mentorship and coordination across enterprise initiatives without formal people management outside the team.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.
Qualifications
- Bachelor’s degree in Business, Operations, Engineering, or related field (Master’s preferred).
- 10+ years of experience in business operations, program management, or operational enablement.
- Experience supporting manufacturing or industrial environments strongly preferred.
- Proven success leading complex, cross-functional initiatives in multi-site organizations.
- PMP certification required; deep expertise in project and change management.
- Strong knowledge of Lean principles, continuous improvement, and process optimization.
- Demonstrated ability to influence and communicate at all levels, including executives.
- Strong understanding of complex customer order management and multi-facility projects.
- Experience leading or supporting large-scale system implementations (ERP, Wrike, Vault AutoDesk, CRM).
- Advanced operational analytics and KPI development experience.
- Exceptional problem-solving, facilitation, and stakeholder management skills.
- Extremely proficient in Microsoft Office (Excel, Word, Outlook).
- Comfortable operating in a lean, fast-paced, and growing environment.
Additional Information
MCG is an equal opportunity employer prohibiting discrimination based on race, color, creed, religion, sex, marital status, physical or mental disability, and any other protected classes stated by applicable federal and state laws. DVM is committed to providing equal employment opportunities to qualified individuals with disabilities and to act in accordance with regulations and guidance issued by the Equal Employment Opportunity Commission (EEOC).
