Director of Operations and Customer Experience (MGI)

Location: Houston (preferred)

About Us

MGI International, LLC is a global leader in plastic resin distribution, backed by ITOCHU International. We serve customers in 70+ countries, delivering commodity and engineered resins alongside innovative, sustainable solutions including bio-based and recycled materials. We’re excited to connect with talented professionals who are eager to make an impact and grow with us. If this sounds like you, please read the description below and apply today!

Position Summary

The Director of Operations & Customer Experience is a strategic senior leader responsible for optimizing end-to-end supply chain, logistics, distribution, fulfillment, and customer service operations. This role drives operational performance, scalability, customer satisfaction, and profitability while fostering a culture centered on service excellence, continuous improvement, and sustainable growth.

Key Responsibilities

• Lead and execute operational strategies that support business growth, profitability, and customer retention.
• Oversee supply chain, logistics, warehousing, inventory management, transportation, fulfillment, and distribution operations.
• Direct domestic and international logistics activities, including global transportation networks and third-party logistics providers.
• Establish and monitor KPIs to drive operational efficiency, service performance, and customer satisfaction.
• Champion customer experience initiatives that strengthen loyalty, retention, and long-term partnerships.
• Develop and lead high-performing customer service and operations teams through coaching, mentoring, and succession planning.
• Partner cross-functionally with Sales, Procurement, Finance, and Supply Chain teams to align priorities and deliver exceptional customer outcomes.
• Drive continuous improvement, process optimization, and organizational effectiveness initiatives.
• Ensure compliance with regulatory, safety, transportation, and import/export requirements while mitigating operational risks.

Required Skills & Abilities

• Proven senior leadership experience in operations, supply chain, logistics, or distribution environments.
• Advance knowledge of logistics, inventory management, warehousing, transportation, and fulfillment operations.
• Demonstrated success leading customer experience and customer service organizations.
• Exceptional people leadership, coaching, team-building, and change management capabilities.
• Strong financial and business acumen with experience managing performance through metrics and KPIs.
• Strategic problem-solving and analytical skills with a data-driven decision-making approach.
• Excellent communication, negotiation, and stakeholder management skills.
• Significant experience within industrial distribution, plastics, chemicals, polymers, resin, or related industries is preferred.
• Fully bilingual in English and Spanish, with the ability to effectively communicate and lead international teams.

Technical Requirements

• Proficiency with ERP systems, CRM platforms, warehouse management systems (WMS), and transportation management systems (TMS).
• Experience utilizing business intelligence and reporting tools to drive operational decisions.
• Strong knowledge of process improvement methodologies, operational analytics, and performance management.
• Experience implementing technology solutions that improve efficiency, scalability, and customer outcomes.

Education

• Bachelor's degree in Supply Chain Management, Business Administration, Logistics, Operations Management, Engineering, or a related field required.
• MBA or other advanced degree preferred.
• 15+ years of progressive leadership experience in operations, supply chain, logistics, distribution, or related functions.
• Demonstrated experience leading multi-site operations, global supply chains, transportation networks, and customer-facing teams.

Join us and play a pivotal role in shaping operational excellence, elevating customer experience, and driving the next phase of our growth and success.