Customer Operations Manager

Customer Operations Manager

Andover, MA, US Job Function:
Marketing Req

The Customer Operations Manager drives operational excellence to enable the Industrial and Broad Market business segment to achieve and exceed sales and business objectives with a focus on customer centricity. They are responsible for continuously improving Vicor's business processes as a key link between the business segment and the rest of the organization, including manufacturing, compliance, finance, etc., as well as distribution channel partners.

The Customer Operations Manager is also responsible for managing and coaching a customer service team responsible for order management and resolution of commercial issues. The Customer Operations Manager will take on program management responsibilities for critical projects related to pricing, cost reduction, on-time delivery, distribution channel, customer service, etc. They will work with the global sales team on forecasting and will develop, maintain, and publish reports for senior management and continuous improvement.

This role is ideal for a strategic, analytical thinker who embraces collaboration and works well across functional boundaries and up and down organizational levels.

Job Description

• Manage and lead Industrial and Broad Market customer service team
• Manage the revenue and bookings forecast by working with global account managers
• Provide business analytics including financial performance as related to revenue, bookings, backlog, and profitability
• Provide business analytics for the distribution channel, including inventory, stock rotations, revenue, bookings, and distributor margins
• Work with factory and business segment to prioritize orders and ensure on-time delivery, including for channel partners
• Act as point of contact for channel and OEM customers relating to sales, customer service, systems, and shipments
• Act as program manager for operations-related initiatives as they occur, including customer issue resolution, process improvement, pricing, etc.

Education / Qualifications

• Strategic thinker with tactical skills to execute successfully
• 7-10 years working in B2B sales operations, customer service, or equivalent, preferably in a manufacturing company
• 3-5 years managing and coaching a team of individual contributors
• BA Degree in Finance, Marketing, Operations, or similar
• Experience working with distribution channel partners
• Demonstrated leadership with strong abilities in relationship management
• Strong written and verbal communication skills
• Highly developed organizational skills and the ability to prioritize, plan, and execute
• Strong track record of success in a sales organization satisfying customer needs
• Proven expertise analyzing and employing analytics to make strategic decisions
• Experience in program management and delivering results on time
• Experience in Salesforce and SAP, or equivalent CRM and ERP systems

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. Vicor is an EO employer – M/F/Veteran/Disability

Compensation Data Salary Range: $115,000 - $140,000

Nearest Major Market:
Boston