Aftermarket Growth & Customer Experience Business Unit Director

Aftermarket Growth & Customer Experience Business Unit Director Chance Rides, LLC - 3.5 Wichita, KS Job Details Full-time $135,000 - $150,000 a year 1 day ago Benefits Health savings account Paid holidays Health insurance Dental insurance 401(k) Flexible spending account Paid time off Employee assistance program Vision insurance 401(k) matching Employee discount Life insurance Referral program Qualifications Customer service Senior leadership Full Job Description Chance Rides, LLC creates joy and lasting memories through motion by manufacturing a diverse line of trains, carousels, people movers, thrill rides, roller coasters and observations wheels. With over 65 years of legacy and talent, our skilled workforce and dedicated leadership serve customers that include theme parks, family entertainment centers, zoos, aquariums, and stand-alone attraction venues across the globe. As an Entrepreneurial Operating System (EOS) based company, we practice truth, team, heart, drive, and joy to create these amazing experiences.

Aftermarket Growth & Customer Experience Business Unit Director 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 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 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)

Preferred Education & Qualifications:

Bachelor's degree in Business Administration, Operations Management, Engineering, or related field; MBA or other relevant advanced degree preferred 10+ years of experience in customer service management (B2B), field service operations, or related roles, with at least 3+ years in a senior leadership role 3+ years of direct P&L management experience Strong financial acumen, data analytics, and experience managing nearly an 8-figure sized business unit Technical understanding of ASTM and its requirements Proven ability to lead and manage teams effectively Exceptional communication, diplomacy, and interpersonal skills Strong organizational and problem-solving abilities Proficiency with CRM, ERP, and service management software Knowledge of safety and regulatory standards in the amusement industry, preferred Ability to adapt and manage dynamic and fast-paced work environments Comfort with implementing new systems including advanced data analytics, trend analysis, AI utilization, AI integration and resourcing building

Chance Rides Offers:

A fun, dynamic, innovative, and collaborative work environment where employees are empowered to take ownership and drive company success Annual base salary of $135,000 - $150,000 + 10% target bonus eligibility Comprehensive benefits include medical/dental/vision Supplemental/ancillary benefits 401(k) with company match Flexible Spending Accounts Annual performance reviews

Personal, Vacation, and Holiday Pay Other Duties:

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Pay:

$135,000.00 - $150,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Referral program Vision insurance

Work Location:

In person