Manager, Customer Operations

Overview

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.

• Customer – We focus on our customers’ success
• Innovation – We create better solutions
• Collaboration – We create success together
• Inclusion – We always interact with others respectfully
• Candor – We are open and honest with one another
• Integrity – We do the right things and do things right

• Manage professional employees and be accountable for the performance of the Customer Operations Specialist team, providing leadership, direction, and solution‑oriented thinking.
• Advocate 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.
• Support “factory direct” customers in quoting, order entry, and general service needs, while assisting the Customer Success Enterprise accounts to enhance their overall Customer Experience and drive long‑term relationships.
• Act as the site‑based customer champion and develop the unconstrained unit forecast for the S&OP process.
• Adhere to Integer’s values and all safety, environmental, security and quality requirements, including Quality Management Systems (QMS), Safety, Environmental and Security Management Systems, FDA regulations, company policies and procedures, and other regulatory requirements.
• Provide 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; participate in audits as required.
• Champion the voice of the customer as part of the Site Leadership Team, instilling a culture of customer advocacy across the facility.
• Represent Integer and the site to the customer and Sales as appropriate in customer communication, visits, and issue resolution.
• Partner cross‑functionally to meet goals and drive results with Customers and Sales organization to meet customer requirements and grow sales.
• Develop innovative solutions and foster 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.
• Communicate and collaborate effectively across functions with Sales, Customer Success, Planning, Operations, and Purchasing to meet customer needs including change requests, order expedites, and item‑specific requirements.
• Provide strategic input to business planning, aligning to the annual and monthly forecasting process and supporting data reconciliation with the facility forecast; support operational excellence by providing information needs for contract review, order entry and confirmation process.
• Leverage data for business insights by providing data for Quarterly Business Reviews and participating in reviews.
• Ensure Customer Operations processes, such as quoting (Repeat, Standard, and New Product), order management, and communication timelines, are executed accurately and efficiently.
• Develop and manage sales goals for Factory Direct customers and identify cross‑facility sales opportunities through collaboration with other sites.
• Guide and influence internal stakeholders (Sales, Customer Success) to understand customer requirements and demonstrate responsiveness.
• Apply understanding of how own team contributes to achievement of business results.
• Establish and monitor key performance metrics such as Order Acknowledgement Cycle Time and Quote Cycle Time to drive continuous improvement and customer satisfaction.
• Ensure adherence to ISO certification requirements and participate in customer service–related audits.
• Perform other duties as required.

• Bachelor’s degree in business or a related field preferred.
• 7+ years’ experience in medical device or related field.

• Sales and service acumen.
• Medical Device Manufacturing experience preferred.
• Experience reading and understanding design drawings…