Manager, Customer Operations

By living according to a common set of values, we create a culture that unifies, embraces the uniqueness we all bring to the company, and positions Integer for long-term success.

At Integer, our values are embedded in everything we do.

We focus on our customers’ success.

We create better solutions.

We create success together.

We always interact with others respectfully.

We are open and honest with one another.

We do the right things and do things right.

The primary purpose of this position is to manage professional employees as well as be accountable for the performance of the Customer Operations Specialist team, providing leadership, direction, and solution-oriented thinking to team, peers, and/or customers.

This position will ensure advocacy for the customer and work closely with Operations, Planning, Engineering, Quality, and Sales to provide solutions that fulfill our customers’ needs with speed, accuracy, and exceptional communication. This position will work directly with “factory direct” customers to support their quoting, order entry, and general service needs, while assisting in the support of the Customer Success Enterprise accounts to enhance their overall Customer Experience with Integer and help drive long term relationships with Integer Enterprise customers.

The manager will be a member of the Site Leadership Team and a key partner with the Director of Operations. The primary purpose of this job is to act as the site based customer champion and develop the unconstrained unit forecast for the S&OP process.

• Adheres to Integer’s Values and all safety, environmental, security and quality requirements including, but not limited to:
  Quality Management Systems (QMS), Safety, Environmental and Security Management Systems, U.S. Food and Drug Administration (FDA) regulations, company policies and operating procedures, and other regulatory requirements.
• Manages professionals and employees, providing leadership, guidance, prioritization, and training to ensure strong team performance aligned with policies and procedures. Accountable for team results and adherence to ISO certification requirements; participates in audits as required.
• Decisions are guided by policies, procedures and business plan.
• Champions the voice of the customer as part of the Site Leadership Team, working to instill a culture of customer advocacy across the facility.
• Represents Integer and the site to the customer and Sales as appropriate in conjunction with customer communication, visits and issue resolution.
• Partners cross-functionally to meet goals and drive results with Customers and Sales organization to meet customer requirements and grow sales.
• Develops innovative solutions and fosters customer relationships by working directly with Factory Direct customers and partnering with Sales and/or Customer Success Enterprise for Corporate, Strategic and Multi‑Site customers.
• Communicates and collaborates effectively across functions with Sales, Customer Success, Planning, Operations, and Purchasing to meet customer needs including change requests, order expedites, and item‑specific requirements.
• Provides strategic input to business planning, aligning to the annual and monthly forecasting process and supporting data reconciliation with the facility forecast.
• Supports operational excellence by supporting Customer Success group with information needs for contract review, order entry and confirmation process.
• Leverages data for business insights by provides data for Quarterly Business Reviews and participate in reviews
• Drives operational excellence by ensuring Customer Operations processes, such as…