Director, Customer Services

Position Summary:

The Director, Customer Services will serve as INW’s enterprise-level program leader responsible for planning, coordinating, and executing key customer initiatives that span multiple INW divisions. This role acts as the primary operational liaison between divisional teams, corporate functions, and INW’s strategic customers—including multinational CPG companies and major Retailers—ensuring a unified, efficient, and high-performance approach to commercialization and ongoing account management across the INW platform.

The Director will drive executional excellence from quote through commercialization and lifecycle management, applying disciplined project and program management skills to deliver on-time, in-scope, and on-budget outcomes. Success in this role requires strategic thinking, strong problem-solving ability, and exceptional attention to detail while managing multiple priorities in a fast-paced environment.

Essential Duties/Responsibilities:

• Serve as the enterprise program lead for high-profile customer programs that span multiple INW manufacturing sites.
• Partner with divisional Account Management, Commercialization, and Operations teams to ensure seamless coordination across the project lifecycle.
• Lead cross-functional program meetings, tracking milestones and deliverables across formulation, procurement, quality, production, and logistics.
• Align divisional execution to a standardized commercialization framework, ensuring consistency in documentation, processes, and communication across the INW network.
• Manage early-stage project activities including quote planning, technical assessments, and design-for-manufacturing readiness.
• Drive structured post-mortem reviews to capture learnings and implement continuous improvements for future programs.
• Support the SVP, Customer Services, in building and maintaining platform-wide tools and standards for enterprise program execution (Project Management timeline tracking, KPIs, templates).
• Identify process inefficiencies, risks, or resource constraints and propose proactive solutions to maintain project timelines.
• Act as the escalation point for issue resolution, facilitating communication and accountability across functions and sites.
• Represent INW externally with professionalism and confidence, reinforcing INW’s reputation for executional excellence and customer partnership.
• Perform other related duties as assigned.

Supervisory Responsibilities:

This position will lead cross-functional project teams in a matrixed environment but does not have direct reports initially. Supervisory responsibilities may evolve as INW’s enterprise program function expands.  Traveling to INW’s Divisions for onsite customer meetings required.

Required Skills/Abilities:

• Exceptional program and project management skills, capable of managing multiple complex initiatives simultaneously.
• Excellent customer-facing communication and relationship management skills, with a professional and solutions-oriented approach.
• Highly organized and detail-oriented, with the ability to manage competing priorities effectively.
• Strategic thinker and proactive problem solver able to anticipate challenges and develop data-driven solutions.
• Strong cross-functional collaboration and influencing skills within a matrixed organization.
• Familiarity with manufacturing operations in the nutrition, wellness, or CPG industries preferred.
• Proficient in Microsoft Office Suite; experience with MS Project or other project management software systems strongly desired.
• PMP or equivalent project management certification a plus but not required.

Education and Experience:

• Bachelor’s degree in Business, Operations, or related field required.
• Minimum of 7–10 years of progressive experience in project management, account management, commercialization, or operations in a contract manufacturing or CPG environment.
• Proven track record of managing multi-site or enterprise-level programs.
• Experience in regulated manufacturing environments (cGMP, dietary supplement, or personal care) preferred.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds.

Prolonged periods sitting at a desk and working on a computer.