Manager, After Sales

Manager, After Sales

As the Manager, After Sales you will lead and help mature the after-sales finance function, supporting service operations, warranty-related financial activities, operational costing, forecasting, reporting, and financial governance processes. You will partner closely with cross-functional stakeholders to develop scalable operational finance processes, improve financial visibility, and support strategic decision-making across the business. This position will report to the Director, Operations Finance.

The Finance organization partners across the business to support strategic decision-making, operational performance, financial planning, and scalable growth initiatives. The Operations Finance team specifically supports operational and service-related functions through forecasting, reporting, financial analysis, governance, and cross-functional business partnership to help drive efficiency, visibility, and operational excellence across the organization.

What you'll do:

• Serve as a subject matter expert in after-sales operations, warranty management, and operational performance best practices.
• Lead the development and implementation of scalable business processes, governance frameworks, and operational tracking methodologies supporting service and warranty operations.
• Partner closely with Service Operations, Supply Chain, Procurement, customer-facing teams, and leadership to drive operational excellence and business performance.
• Identify operational challenges, perform root cause analysis, and lead problem-solving initiatives that improve service delivery, customer experience, and organizational effectiveness.
• Lead cross-functional projects and strategic initiatives focused on process improvement, operational efficiency, scalability, and continuous improvement.
• Develop operational and business performance metrics, reporting, and dashboards that provide visibility into warranty, service, supplier claim, and customer support activities.
• Present business insights, operational recommendations, and performance updates to senior leadership and executive stakeholders.
• Support forecasting, budgeting, operational analytics, and business planning activities related to after-sales operations.
• Build strong partnerships with internal and external stakeholders to understand business needs and drive effective solutions.

What you'll need:

• Bachelor's degree in Business, Operations, Supply Chain, Engineering, Finance, or a related field.
• Minimum of 8 years of experience in service operations, warranty management, aftermarket operations, customer support operations, manufacturing operations, operational finance, or related business environments.
• Prior people leadership experience preferred
• Demonstrated experience implementing scalable business processes, operational governance frameworks, and performance management systems.
• Proven project management experience leading complex cross-functional initiatives and driving organizational change.
• Strong operational problem-solving skills with the ability to analyze complex business issues and implement practical solutions.
• Experience supporting business planning, operational reporting, forecasting, or operational finance activities strongly preferred.
• Experience working directly with customers or customer-facing teams and understanding customer service operations.
• Demonstrated ability to communicate effectively with executive leadership and influence decision-making across multiple stakeholder groups.
• Strong business acumen, analytical capabilities, and cross-functional collaboration skills.
• Hybrid schedule (minimum 3 days per week in office) based in Wilmington, MA office

Our Environment:

• Up to 10% of travel may be required. Employees must have a valid driver's license and the ability to drive and/or fly to client and other customer locations.
• The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.