Customer Operations Manager

• Manage the end-to-end resolution of critical, high-profile escalations and service delivery issues
• Serve as a Subject Matter Expert (SME) to provide guidance on logistics processes, RMA flows, and Service Level Agreements
• Analyze operational KPIs and backlog trends to proactively identify and resolve systemic supply chain disruptions
• Coordinate with internal teams and external vendors (TPM/TPL/LSC) to review Root Cause Analysis (RCA) and implement corrective actions
• Represent the organization in customer meetings, providing executive-level summaries and ensuring clear, professional communication

• Bachelor’s degree in Business, Supply Chain, Logistics, or a related field, or equivalent professional experience
• Minimum of 3 years of experience in customer service support, order management, or operations management
• Demonstrated experience managing complex, fast-paced operational environments with direct accountability for time-sensitive decision-making
• Proven experience analyzing operational KPIs and backlog trends to drive process improvements and resolve systemic issues
• Professional proficiency in English, with the ability to communicate complex information clearly in both written and verbal formats
• Professional project management certification (e.g., PMP, CAPM, or equivalent) preferred
• Spanish language proficiency to support regional and theatre-specific customer needs preferred
• Strong communication and influence skills, with experience producing executive-level content preferred
• Experience in team management and supporting external vendors preferred
• Subject matter expertise in supporting and working with cross-functional teams across different regions or complex escalation teams preferred

Demonstrates expertise in managing complex operational environments, analyzing KPIs, and driving process improvements while effectively communicating with stakeholders. Proficient in logistics processes and service delivery, with a focus on customer service and team management.

• Bachelor’s Degree In Business
• Customer Service Support Experience
• Operational KPI Analysis
• Project Management Certification
• Spanish Language Proficiency

• Logistics Processes
• RMA Flows
• Service Level Agreements
• Root Cause Analysis
• Operational Improvement
• Order Management
• Escalation Management
• Time-Sensitive Decision-Making
• Backlog Trend Analysis
• Cross-Functional Team Collaboration

• Strong Communication Skills
• Influence Skills
• Professional Communication
• Team Management

• Project Management Professional (PMP)
• Certified Associate in Project Management (CAPM)

• Supply Chain
• Operations Management
• Customer Meetings
• Executive-Level Summaries
• Service Delivery Issues