Director of Customer Operations & Fulfillment

Overview

As the Director of Customer Operations & Fulfillment, based at our World Headquarters in Coopersburg, PA, you will be the driving force behind customer‑centric operational excellence across our manufacturing, purchasing, warehousing, and logistics network. In this role, you ensure that every step of our end‑to‑end operation delivers on the promise we make to our customers.

You will shape strategy, lead highly collaborative cross‑functional teams, and champion continuous improvement to elevate both the customer experience and overall business performance. You thrive on partnership, clarity, and action — and you bring a customer‑first mindset to every decision you make.

You will also serve as a key operational advisor to leadership, helping guide strategic decisions while developing and executing a best-in-class fulfillment strategy that ensures high service levels, customer satisfaction, and operational efficiency.

Responsibilities

• Lead Voice of Customer (VoC) programs, transforming customer insights into actionable improvements across the supply chain.
• Develop and implement customer‑focused operational strategies that support long‑term growth and scale our delivery capabilities as the business expands.
• Align KPIs across manufacturing, warehousing, and logistics with customer satisfaction goals, and provide clear, data‑driven performance insights to senior leadership.
• Ensure excellence in fulfillment performance, including Fill Rate, Order Accuracy, and on‑time delivery to customer dock or home.
• Serve as the voice of the customer, ensuring their needs guide operational priorities, trade‑offs, and decision‑making.
• Drive root‑cause analysis and corrective actions for recurring issues, partnering closely with Continuous Improvement teams and escalating to global process owners when needed.
• Collaborate deeply across supply chain, logistics, sales, and customer service, fostering alignment and shared accountability for customer outcomes.
• Lead escalation management for critical customer‑impacting issues, ensuring rapid triage, clear communication, and effective resolution.
• Develop and execute contingency plans
• Lead large-scale operational improvement initiatives focused on enhancing customer satisfaction and end-to-end fulfillment performance
• Build and lead a high-performing organization by mentoring, developing, and inspiring teams across the function
• Champion Lean Six Sigma and continuous improvement methodologies to drive operational excellence across fulfillment and distribution
• Provide senior-level cross-functional leadership, partnering closely with sales, customer service, manufacturing, supply chain, procurement, IT, and finance
  
  

This Role Is Ideal For Someone Who

• Loves working cross‑functionally and building strong partnerships
• Is energized by solving complex operational challenges
• Thinks like a customer and advocates for them relentlessly
• Moves quickly, drives clarity, and inspires action
• Balances strategic thinking with hands‑on leadership
• Desires to build a world class team
  
  

Qualifications

• Bachelor’s degree in Supply Chain, Operations Management, Business, Engineering, or related field
• 15 years of experience post academics with 5 years’ experience in a manufacturing environment.
• 5 years’ experience building & developing high performance teams, and you are known for your ability to influence without authority
• Certifications in Lean, Six Sigma, or similar continuous improvement methodologies preferred
  
  

Lutron Electronics’ position as the worldwide leader in innovative lighting control and shading solutions has enabled consistent, annual growth. Our company has cultivated a reputation of unsurpassed quality, a broad range of technologies and product offerings, and a strong commitment to servicing our worldwide customers. This has allowed the company to invest in developing new technologies and services, expand our technical capabilities and global presence, and to find and retain the best talent. Build your career with Lutron where you will enjoy competitive compensation and benefits while exploring many options for continued growth and education. Make a difference every day in our dynamic, people-centric, technology-driven organization. For more information, view our website at www.lutron.com.

Lutron Electronics is an Equal Opportunity – Affirmative Action – Employer. We welcome qualified, motivated applicants regardless of race, color, religion, sex, national origin, age, disability or genetics