Key Account Operations Manager

The Key Account Operations Manager is the primary day-to-day contact for assigned key customers across our plastics technology (injection molding) and metal fabrication businesses. This role owns the operational side of the customer relationship, including delivery performance, forecasting, pricing and issue resolution. The Manager translates manufacturing and supply updates into clear, accurate customer communication and drives internal follow-through to meet commitments.

This is a non-quota role that partners closely with sales, operations, planning, quality and customer service.

• Serve as the primary operational contact for assigned key customers, leading regular order and business reviews with customer teams.
• Own open-order and delivery reporting, keeping the customer informed of changes.
• Partner with plant leadership to confirm shipment commitments are on track, and lead recovery conversations when they are at risk.
• Communicate operational updates and risks affecting delivery clearly and appropriately to the customer.
• Track demand against forecast, identify trends and drive adjustments through the S&OP process.
• Partner with Operations on solutions when demand and capacity are out of balance.
• Support customer pricing updates, price files and rollouts.
• Act as the customer-facing owner of quality issues and returns, coordinating root cause and resolution internally.
• Coordinate new product introductions, product changes and end-of-life transitions for assigned customers.

• Working knowledge of the full product life cycle: new product introduction, order to cash, production, shipping, returns and end of life.
• Understanding of manufacturing operations, with the ability to learn processes quickly and explain them to non-technical audiences.
• Advanced Excel skills (pivot tables, lookups, large data sets) to analyze data and build proposals.
• Strong relationship-building skills, able to drive accountability with teams that do not report to them.
• Clear, confident communicator who raises issues early and with a plan.
• Organized and able to manage multiple priorities in a fast-paced environment.
• Experience with EDI customers, ERP systems and S&OP preferred.

• Bachelor’s degree in Supply Chain, Operations, Business Administration, or relevant field, or equivalent experience
• 5+ years of relevant experience in customer operations, production planning, supply chain, or account management within a manufacturing environment; experience supporting a large distributor or retailer preferred

• Remote position based in Ohio or Chicago, Illinois, within a day trip of manufacturing locations
• Plant visits as needed, expected about monthly; customer visits as needed; minimal overnight travel