at Chance Rides LLC in Wichita, Kansas, United States
Job Description
General Purpose:
Reporting to the CEO & President, the Aftermarket Growth & Customer Experience Business Unit Director will lead and own the P&L and day-to-day operations of a consolidated customer service organization. The role oversees direct reports responsible for field service operations, parts sales, and customer support across the business.
Functioning as an entrepreneurial business unit within Chance Rides, this Wichita, KS based role offers significant opportunity to drive value for both customers and the team. This director’s role will be accountable for delivering exceptional customer satisfaction while ensuring strong financial performance, operational excellence, and sustained revenue growth across the aftermarket organization.
Job Responsibilities:
- Full P&L responsibilities include sales, pricing, volume, gross margin, cash flow, operations management, and inventory stock levels
- Demonstrate and instill in each team member a sense of direct ownership and responsibility
- Analyze and develop an entrepreneurial business plan to grow parts, service, and refurbishment revenue while also listening to customer feedback concerns and recommendations
- Monitor and analyze financial performance, implementing strategies to meet or exceed targets
- Develop and implement short-term and long-term plans to achieve business goals
- Lead customer and field service to ensure timely and effective parts, service, refurbishment, and installation support
- Build a positive, customer-focused team culture that aligns with the company’s mission
- Provide leadership, mentorship, succession planning, and training/development to the current customer support team and throughout the matrix organization
- Manage parts sales and ensure proper inventory levels to meet customer demands while also meeting on-time-delivery requirements
- Support and lead key business strategies following the Entrepreneurial Operating System (EOS) business organizational model
- Collaborate with other departments to identify and capitalize on growth opportunities
- Maintain strong relationships with clients, ensuring their satisfaction with products and services
- Identify industry trends and adjust strategies to stay competitive
- Travel as required for customer experience, installation, and support (less than 15% expected)
