Customer Operations Manager

Role Overview

The Customer Operations Manager leads the customer operations team, shaping how the company’s largest accounts are supported, and running operational programs that keep product on retail partners’ shelves.

What You Will Do

Key responsibilities include team leadership, channel performance, key account support, continuous improvement, customer process ownership, and retail partner program operations.

Why It Might Be a Fit

The ideal candidate will develop a team that works independently, replace legacy processes with standard and measurable processes, and bring an operations and commercial mindset to work.

Requirements

• Lead, develop, and hold accountable the customer operations team
• Build a team with clear roles, cross-training, and backup coverage
• Set clear expectations, coach and develop team members, and manage performance consistently
• Create an environment where team members take ownership and grow in their roles
• Address employee concerns and workplace issues professionally
• Build and maintain a channel performance scorecard against budget
• Flag variance early, understand the drivers, and drive follow-up with sales, operations, and account stakeholders
• Support the finance team in channel planning and budget development
• Design how the company supports its largest accounts
• Develop team members into capable, trusted account owners
• Serve as the escalation point and the voice of the account inside the company
• Maintain a view across all key accounts to spot patterns, recurring problems, and opportunities to improve service
• Use ERP and reporting data to drive decisions and measure results
• Lead process improvement across customer operations and partner with Operations, Sales, Planning, and IT on cross-functional changes
• Bring forward proposals for where customer operations should be in one to three years
• Own order management, order status communication, return authorizations, credits, and customer escalations for traditional customers
• Establish standard work for every recurring customer process
• Resolve escalated customer issues and use them to fix the underlying process
• Partner with inventory, planning, and logistics to keep store inventory accurate and shelves stocked
• Identify gaps and failure points in these processes and lead the fix