Customer Experience Operations Manager

The Customer Experience Operations Manager is responsible for leading and optimizing the end-to-end customer experience, from order intake through fulfillment and invoicing. This role serves as the central point of coordination across Sales, Operations, Finance, and Customer Service to ensure seamless execution, strong customer relationships, and scalable processes. This leader will drive accountability, operational discipline, and continuous improvement while strengthening key account relationships, directly supporting revenue growth and customer retention, and leading a team of Sales Coordinators and Customer Service personnel.

• Lead, coach, and develop a customer success team responsible for execution and customer outcomes
• Establish clear roles, expectations, and accountability within the team
• Build a high-performance culture focused on responsiveness, ownership, and execution
• Manage performance, productivity, and adherence to processes

• Oversee relationships with key and high-value customer accounts
• Ensure proactive, accurate, and timely customer communication
• Balance customer expectations with operational realities to protect service levels and profitability
• Partner with Sales to support account growth, retention, and customer satisfaction

• Own and optimize end-to-end workflows including:
• Scheduling
• Production coordination
• Shipping & receiving
• Invoicing and follow-up
• Identify process breakdowns and implement structured, scalable solutions
• Improve coordination across departments without direct authority
• Establish standard operating procedures (SOPs) and communication rhythms

• Act as the operational hub connecting Sales, Production, Finance, and Logistics
• Drive alignment and accountability across teams
• Resolve bottlenecks, missed handoffs, and inefficiencies Systems, Reporting & Scaling
• Implement and improve visibility tools (order tracking, status reporting, escalation paths)
• Utilize CRM, ERP, and customer portals to drive efficiency
• Support business scaling by building repeatable systems and processes
• Contribute to forecasting, capacity planning, and resource allocation
• Understand and manage the impact of operations on:
• Revenue
• Invoicing
• Accounts receivable/payable
• Forecasting
• Connect operational delays and inefficiencies to financial outcomes

• Bachelor’s degree in Business Administration, Operations Management, or a related field required.
• 3-5 years of experience leading a team responsible for customer outcomes, order fulfillment and cross-functional coordination.
• Demonstrated ownership of a function (beyond task execution)
• Strong experience in high-accountability environments (deadlines, revenue impact, delivery expectations)
• Expertise in managing and improving end-to-end operational workflows
• Experience managing key accounts or high-value customer relationships
• Ability to influence and align cross-functional teams without direct authority
• Track record of accountability, follow-through, and delivering results under pressure
• Experience scaling operations in a growing business environment
• Familiarity with CRM, ERP systems, or customer portals
• Understanding of invoicing, AR/AP, revenue tracking, and forecasting
• Industry experience in manufacturing, coatings, distribution, or similar
• Experience working with multi-channel operations
• Experience engaging with large or enterprise-level customers (e.g., Fortune 500)
• Background in performance management and employee development

Triosim is an Equal Opportunity Employer.