Customer Operations Manager

Role Overview

Lead Customer Operations strategy and execution, supporting customers throughout the United States and Canada. Responsible for customer experience, operational performance, employee development, escalation management, business process improvement, digital transformation initiatives, and cross-functional collaboration.

What You Will Do

Directly manage Supervisors, Team Leads, Technical Support Specialists, and Customer Service Representatives. Develop and execute Customer Operations strategies aligned with Aftermarket business objectives. Serve as the primary escalation point for critical customer issues.

Why It Might Be a Fit

Experience leading multi-level teams, managing multi-site and/or multi-country teams, and strong understanding of customer service processes, order management, escalation management, case management, and customer support operations.

Requirements

• Bachelor’s Degree in Business, Leadership, Operations, or related field
• 10 + years in customer operations, customer service, customer experience, or aftermarket experience in a manufacturing/distribution environment
• Experience leading multi-level teams, including supervisors, team leads, technical support, and customer service professionals
• Experience managing multi-site and/or multi-country teams
• Strong understanding of customer service processes, order management, escalation management, case management, and customer support operations
• Ability to travel domestically and internationally as required

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• 401(k) or similar retirement plan
• Paid time off
• Paid holidays
• Life insurance
• Disability insurance