Director, Marketing Operations

Director, Marketing Operations

Harbor Freight Tools is a privately-owned, high growth multi-channel retailer and leader in providing high quality tools at the lowest prices in the industry. Founded in 1968, the company currently operates over 350 stores nationwide, offering a wide breadth of tools and related items in Automotive, Air and Power Tools, Shop and for the Home.

The company is committed to invest in and build “best practices” in everything from retail, to inventory, e-commerce, technology and merchandising. As such, it continues to seek out top-tier talent at all levels, looking for select high-energy professionals, who are creative problem-solvers and are seeking an environment which supports, nurtures and properly compensates talent and who have demonstrated a capacity to be top performers at their respective levels.  Harbor Freight prides itself in having “large company resources with a start-up feel,” providing a collegial and collaborative culture dedicated to high achievement.  We are committed to support and promote people based not on politics, but on their relative contribution, skill set and accomplishments and are dedicated to generous pay for performance compensation and long-term careers. We also find that people who can combine personal accomplishment, leadership and a true commitment to teamwork thrive at our company.

We are looking for a star performer, someone who has a fierce desire to add value.  The ideal candidate is intelligent, creative and possesses the skills to construct “out of the box” solutions to emerging business challenges.  He/She must have the ability to shine in a “high octane” environment and be that rare candidate who combines enormous talent with a passion for driving innovation that leads to continued high-growth.  The right person must also be comfortable with his/her talent and commitment to seek a place that puts a premium on dedication, problem-solving, added value, collaboration and which is willing to give responsibility and upside more quickly than most other places.  Senior-most management prides itself in being willing to find the right answer, no matter who comes up with it, has disdain for hierarchy and silos, and values people who can identify and drive practical yet innovative business solutions in a priority that optimizes the longer term results of the company.

We are seeking a Director, Marketing Operations to join our growing Marketing Department in our Corporate Offices in Calabasas, CA.

Essential Duties and Responsibilities:

• Lead call center operations for customer service and technical service organizations
• Manage relationship with third-party off shore order entry call center
• Support data entry operations for retail customer information 
• Support entry of e-commerce and catalog orders
• Lead the implementation of call center automation and technology upgrades
• Identify areas for improvement, prioritize then lead the revitalization of call center systems, best practices and performance measurement
• Partner with key corporate and retail leadership to develop and execute best practices.    
• Support operational functions for the marketing organization including the following:  
• Budget development
• Expense forecasting
• Manage relationship with Information Technology and Legal partners.
• Additional duties as assigned

Education and/or Experience:

• Bachelor’s degree preferred
• Combined 10 years of experience with customer service, call center and retail experience. 
• Experience managing multi-function call center
• Leadership guiding technical resources to identify and implement key systems to support call center and customer service functions.
• Experience staffing, managing and developing talent.  
• Partner with key corporate and field leaders
• A strong track record of successfully managing teams and projects through rapid growth and change.
• Demonstrated success leading an organization that services customers.  
• Experience managing team providing customer with technical product assistance.
• Strong analytical and creative problem-solving skills.
• Strong written and oral communication skills.

Physical Requirements:

• General office environment, ability to sit for long periods of time.  Ability to move about an office.

Safety:

• The incumbent must be able to perform this job safely in accordance with standard operating procedures and good manufacturing practices, without endangering the health or safety of self or others.

Supervisory Responsibility:

• Direct: Exempt & Non-Exempt Employees

Benefits Include:

• 401k
• Full Medical Package including, health and dental
• Paid Time Off
• Competitive Salary
• Casual Work Environment