Aftermarket Growth & Customer Experience Business Unit Director

This job was posted by https://www.kansasworks.com : For more

information, please see: https://www.kansasworks.com/jobs/13604819

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 directors 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

companys 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)

Preferred Education & Qualifications

• Bachelors 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 organizat onal 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 wit