DCX Operations Manager

Join our Team as a DCX Operations Manager

The Role:

The Manager, DCX Operations leads TMHNA’s customer support operations and initiatives that grow customer portal registrations, ongoing digital engagement, and E-Commerce sales. The role establishes end-to-end visibility into ticket volumes, operational performance, trends, and work in progress across DCX and receiving departments, and leverages technology, including AI and automation, to improve service efficiency and customer outcomes.

This individual will have a solid skillset & knowledge base in:

• Customer support leadership and end-to-end case coordination
• Operational analytics, dashboards, KPI management, and work-in-progress reporting
• AI, automation, knowledge management, and continuous improvement
• Customer portal onboarding, adoption, and engagement
• E-Commerce growth, purchase conversion, and fulfillment-support coordination
• Cross-functional execution and change management

What You'll Be Doing:

• Lead daily customer support operations for TMHNA’s digital portfolio and general customer service line, including staffing, work assignment, coaching, service quality, and E-Commerce order-support coordination.
• Own operational dashboards and reporting covering incoming and resolved ticket volumes, issue trends, response and resolution times, service-level attainment, customer satisfaction, and work in progress (WIP). Maintain visibility into all open tickets originating through DCX Customer Support, including those assigned to DCX agents or other groups and departments, with clear status, current assignee, receiving department, aging, blockers, and next action.
• Drive end-to-end case coordination and closure. Maintain customer communication and follow-up through resolution, coordinate with receiving departments, and escalate stalled or overdue work. Retain accountability for the customer support experience while receiving departments remain responsible for their technical or business resolution work.
• Lead regular operational reviews that turn reporting into action on recurring issues, aging WIP, capacity constraints, and service gaps; track improvement actions through completion.
• Leverage technology, including AI and automation, to improve customer support. Partner with IT and relevant stakeholders to evaluate, pilot, and implement approved capabilities for ticket classification and routing, knowledge retrieval, case summarization, agent assistance, and self-service. Measure improvements in resolution speed, service quality, customer effort, satisfaction, and cost-to-serve, with appropriate data protection, accuracy checks, and human oversight.
• Execute customer and dealer adoption programs that increase portal registrations, activation, and repeat engagement through onboarding, training, communications, and self-service resources.
• Partner with Marketing, Sales, digital product management, Technology Business Units, and dealers to grow E-Commerce sales, improve purchase conversion, remove buying barriers, and increase repeat purchasing.
• Maintain a prioritized operational improvement backlog informed by customer and dealer feedback, support trends, and post-launch learnings. Coordinate approved process improvements and provide evidence-based enhancement recommendations to product owners without assuming product roadmap ownership.
• Coordinate support readiness for new digital capabilities, including procedures, knowledge resources, training, and escalation paths.
• Ability to work in a constant state of alertness and safe manner
• Additional duties as assigned

What We’re Looking For:

• Bachelor’s Degree in Business, Marketing, Customer Experience, Operations, Communications, or related field
• 5+ Years of Professional Experience
• Experience leading customer support or digital operations teams, executing customer onboarding and engagement programs, and using performance data to improve digital product adoption or E-Commerce sales is desired.
• Experience supporting customer portals, E-Commerce, or other customer-facing digital platforms is desired, including ticketing analytics and technology-enabled service improvement using AI or automation.

Where and When You’ll Work:

• This position follows TMHNA's hybrid work model and will be based in our Columbus, IN office.

What your Total Compensation & Benefits Package will look like :

Salary - $106,000- $138,000/year. Compensation depends on the selected candidate’s education and experience.

Relocation: This role is eligible for relocation assistance based on current location

World Class Benefits:

• Competitive Salary
• Performance Bonus
• Generous Paid Time Off and 13 Paid Holidays
• Affordable Medical plans and no-cost Dental & Vision options
• 100% 401(k) match up to 6%
• Company-Paid Life Insurance, Short-Term Disability, and Long-Term Disability
• Tuition Assistance Program
• Employee Assistance Program (EAP) with access to mental health care, legal support, and financial guidance
• Recognition and Kaizen (continuous improvement) Reward Programs
• Meaningful opportunities for personal and professional development
• Onsite Fitness Center & Occupational Health Clinic
• Best in class work culture!

Big Name | Big Opportunities | Life is Better at Toyota

Toyota Material Handling North America (TMHNA), the industry leader in forklift sales, comprises two main brands: Toyota Material Handling and The Raymond Corporation. We believe investing in the best people, products, and processes will fuel our future success, and we will always be driven by our foundational principles of “respect for people” and “continuous improvement”. With opportunities across North America, we are confident you will find the right position within TMHNA that can help you build a long, fulfilling career.

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