Manager, Customer Hierarchy & Operations

Job Title:

Manager, Customer Hierarchy & Operations

Location:

Franklin, TN (On-Site) Department:
Membership Operations

Reports To:

Sr. Director, Membership Operations Candidates must be legally authorized to work in the U.S. without sponsorship, now and in the future.

Overview At OMNIA Partners, “membership” is not a simple list - it is a complex, constantly evolving hierarchy of parent organizations, subsidiaries, affiliates, and eligible entities, each with distinct contract access, account relationships, and data requirements. Getting that hierarchy right is critical: it determines who can purchase, under what terms, and through which channels. The Membership Operations Team is the function responsible for the accuracy, integrity, and ongoing management of that customer hierarchy across all systems and business units.

• Lead, coach, and develop a team of 3–4 direct reports through ongoing mentoring, performance management, hiring, onboarding, and professional development - fostering a culture of accountability, collaboration, and continuous improvement.
• Establish clear performance expectations, monitor results, and hold team members accountable for achieving departmental and organizational objectives.
• Serve as the primary point of contact and escalation for strategic membership partners, facilitating regular meetings to identify operational challenges, develop solutions, and ensure timely resolution.
• Own the management and integrity of the customer hierarchy across all systems - including parent-subsidiary relationships, affiliate structures, and eligible entity designations - ensuring accuracy across sales, finance, e-commerce, and operations.
• Serve as a key contributor to the transition from the current legacy platform to the new enterprise MDM system, helping define how customer hierarchy data is structured, governed, and maintained at scale.
• Analyze operational processes, performance metrics, and service request trends to identify inefficiencies and implement targeted process improvement initiatives.
• Drive automation, standardization, and continuous process optimization through monitoring of operational dashboards and key performance indicators.
• Lead the development, documentation, and implementation of standard operating procedures (SOPs), Salesforce templates, and process workflows to improve operational consistency and efficiency.
• Collaborate with internal stakeholders across sales, IT, finance, marketing, legal, and e-commerce to design and maintain effective business process workflows and project management practices.
• Develop and deliver training materials for new employees and internal departments on Membership Operations processes, systems, and procedural changes.
• Oversee the integrity of customer hierarchy data by directing account updates based on information received from research analysts, sales teams, supplier reports, and channel partners - ensuring the roster accurately reflects organizational relationships at all times.
• Evaluate, prioritize, and resolve inbound Membership Operations requests, ensuring timely and accurate responses while tracking trends to recommend ongoing improvements.
• Produce and distribute reports supporting Membership Operations processes and business initiatives as needed.

• Bachelor’s degree in Business Administration, Management, Information Systems, or a related field, with 5–7 years of experience in operations management, business operations, or data management; or an equivalent combination of education and experience.
• Proven experience in a working manager capacity - equally comfortable setting strategic direction and rolling up your sleeves on operational execution.
• Demonstrated experience leading cross-functional initiatives and collaborating effectively with internal and external stakeholders across all levels of an organization.
• Experience with Salesforce or a comparable CRM platform.
• Experience with master data management (MDM) platforms, customer hierarchy management, or enterprise data governance systems; experience managing or contributing to a platform migration or system transition is a strong plus.
• Experience using …