Aftermarket Growth & Customer Experience Business Unit Director

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Chance Rides is currently seeking a Aftermarket Growth & Customer Experience Business Unit Director to join our team.

Chance Rides Seattle Giant Wheel

 

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’s 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 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:

  • 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.

Chance Rides, LLC is an Equal Opportunity Employer

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