Customer Operations & Support Manager

An exciting career awaits you At MPC, we’re committed to being a great place to work – one that welcomes new ideas, encourages diverse perspectives, develops our people, and fosters a collaborative team environment.

The Customer Operations & Support Manager is responsible for leading Commercial Credit’s customer-facing operational functions, including accounts receivable collections, and customer financial processing. This role plays a critical part in protecting Marathon’s liquidity by driving timely collections, resolving invoice and payment disputes, and reducing structural overdue balances. The position partners cross-functionally with Accounting, Billing, Commercial, and external customers to ensure accurate and efficient end-to-end credit and customer processes.

In addition, the role leads strategic process improvement initiatives that enhance operational efficiency, strengthen controls, and support long-term credit optimization objectives. The role also ensures compliance with SOX requirements, supports audit activities, and drives a strong control environment through effective governance and reporting practices.

• Direct Commercial Credit operations supporting the review of approximately 2,000 customer financial statements and the ongoing management of a $4 billion accounts receivable portfolio.
• Lead credit decision-making, risk mitigation strategies, and collection activities associated with $150-$250 million in daily delinquent receivables to protect Marathon's financial interests and liquidity position.
• Oversee customer credit risk assessment, receivables monitoring, and collection performance by evaluating financial information, payment behaviors, and exposure trends.
• Develop and implement strategies that balance commercial objectives with prudent risk management and cash flow optimization.
• Lead the investigation and resolution of collection discrepancies, billing issues, and payment disputes through analysis of customer accounts, financial data, and process inefficiencies.
• Implement sustainable corrective actions that improve collection effectiveness and reduce recurring issues.
• Lead and partner with Order-to-Cash, Accounting, Commercial, and other cross-functional stakeholders to evaluate aging receivables, identify root causes of delinquent balances, and execute targeted collection strategies that improve working capital performance and reduce overdue exposure.
• Develop and maintain effective relationships with internal stakeholders, customers, financial institutions, and industry credit organizations to support business objectives, strengthen collaboration, and address complex credit and collection matters.
• Establish key performance indicators (KPIs), performance reporting, and operational metrics to monitor Commercial Credit effectiveness.
• Support the development, execution, and tracking of strategic initiatives and special projects that enhance organizational performance and advance business priorities.
• Lead process improvement and operational excellence initiatives across Commercial Credit operations.
• Identify opportunities to improve efficiency, scalability, controls, and service delivery while driving long-term optimization and continuous improvement.
• Prepare and present Commercial Credit performance, bad debt expense trends, portfolio insights, and key business metrics to senior leadership.
• Coordinate SOX compliance activities, support internal and external audits, and ensure adherence to established policies, controls, and governance requirements.

• Bachelor's degree in Accounting, Finance, Marketing or related field required.
• Eight (8) years of experience in Accounting, Finance, Marketing, Analytics, Optimization or a related field required.
• 1-2 years working with Power BI, Right Angle, SAP, Salesforce, or related is preferred.
• Experience identifying trends, patterns, gaps with processes is preferred.
• Experience working cross-functionally across other orgs to identify root causes and enhancement opportunities is preferred.
• Knowledgeable of working in financial statements is preferred.

Location:

Findlay, Ohio Additional…