**We are Generac, a leading energy technology company committed to powering a smarter world.** Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries. The Director, Consumer Sales and Support Operations leads the Lead Management and Consumer Support Operations team, driving strategic initiatives that support revenue growth, productivity, and customer satisfaction. This role is accountable for performance across these functions and companywide Outage Response, including the development of related processes, tools, and metrics. Major Responsibilities **Leadership** + Plans and executes strategy to achieve key business objectives aligned to strategic priorities. + Provides strategic direction and guidance in support of Lead Management and Consumer Support goals and objectives aligned to business strategy + Provides coaching and guidance to direct reports including a Manager and Analyst in support of daily operations with a focus on team engagement, productivity, and delivering strong results + Collaborates with senior sales leadership and other key stakeholders in setting objectives that align with company strategy to inspire and motivate team and cross-functional collaboration, work prioritization, and to develop and maintain processes and tools to drive productivity + Interface with the Consumer Support Director, Workforce Optimization Director, Lead Management Manager and Marketing leaders to ensure proper SLAs across all groups to improve performance to Generac end users + Assess and recognize performance against stated goals and established processes. Ensure feedback is consistently provided to improve overall performance. **Operational Excellence** + Builds and maintains operational processes, tools and metrics to drive sales productivity and results in conversion and revenue + Lead cross functional team for Lead Management function to ensure work is prioritized, resourced and executed at a high standard to optimize the funnel and consumer experience + Collaborates with the Lead Management and Support teams to develop and execute incentives, campaigns and programs designed to grow revenue and improve the consumer experience with expanding product lines and programs + Develops and implements PowerBI tools to ensure data is readily available for decision making and accurate for use + Leverages data analytics to identify program performance and analyze elements for change and improvement + Utilizes analytics to help streamline major processes to improve cost to serve – customer experience **Outage Response Ownership** + Leads Outage Response processes within the broader organization including the face of the Executive Steering Committee + Proactively monitors and strives to maintain high levels of quality, accuracy and process consistency in the Outage Response efforts; includes ownership of the company wide Standard Operating Procedure, Audit procedures and Governance, prioritization of backlog of continuous improvement projects, and postmortem reviews of events + Owner of Outage Response Dashboard. Build and create cross functional partners, IT, and external vendors to create MVP and backlog of user stories for expansion as funding and resources are available. + Works in an agile model with IT and business users to execute user stories and requirements. + Prioritizes backlog with Executive Steering Committee + Partner with Vice President and Director Consumer Support to create and maintain an Outage Response SOP inclusive of audit plans, governance for changes, and Executive level sign off Minimum Job Requirements **Education** Bachelor’s degree or equivalent experience **Certification / License** **Work Experience** + 10 years of progressive experience in process improvement and business analytics, which may include leading sales, customer relations and/or operational teams. + 8 years of Operations experience with 5+ years in a leadership role. + Experience with Salesforce CRM or equivalent + Experience in process management and continuous improvement + Experience building and maintaining high performing teams **Knowledge / Skills / Abilities** + Strong analytical, critical thinking, and problem-solving skills + Proven project management skills with the ability to drive and maintain all phases of the project lifecycle + Ability to identify and track key performance metrics within a sales organization + Deep understanding of internal processes and systems supporting a diversified CPG business + Knowledge of multi-channel distribution strategies within a consumer packaged goods (CPG) environment + Ability to operate independently in a fast-paced, entrepreneurial, and deadline-driven culture + Experience collaborating with Director- and VP-level leaders + Excellent verbal, written, and presentation communication skills, with strong executive presence + Strong organizational skills and attention to detail + Ability to lead, engage, and motivate cross-functional teams across all levels of the organization + Proficiency with ERP and CRM systems + Skilled in account planning, collaboration, and strategic communication + Demonstrated initiative, leadership, and creative thinking Preferred Job Requirements **Education** **Certification / License** **Work Experience** Previous experience in a large scale manufacturing environment     Experience developing business to consumer relationships **Knowledge / Skills / Abilities** **Physical Demands** : While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel. _“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”_ Our success is directly tied to our employees’ professional growth and personal well-being, combined with strong families and communities. As an inclusive workplace, our employees embrace diversity, celebrate differences, and treat others with equality and respect. Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries. As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac’s success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people’s lives and their own.