Senior Manager / Director, Customer Operations

Job Description

Our client is seeking an experienced, hands-on leader to oversee Customer Operations for their U.S. business, with direct accountability for customer service, order processing, and distribution functions. This role is responsible for ensuring day-to-day operational excellence, maintaining high service levels, and driving continuous improvement across the customer experience and fulfillment lifecycle. The ideal candidate will be a strong people leader who is comfortable operating in a fast-paced environment, managing team leaders, and serving as a key liaison to global leadership.

Key Responsibilities

Customer Operations Leadership

• Oversee end-to-end customer operations, including:
• Customer service and support
• Order processing and invoicing
• Distribution, warehouse, and inventory management
• Ensure consistent achievement of service level targets (order accuracy, turnaround times, customer responsiveness)
• Provide day-to-day leadership and direction to functional team leads

Team Leadership & Development

• Manage and develop 3 direct reports: Customer Support Team Leader; Manager, Distribution & Inventory Management; Customer Success Team Leader
• Provide clear, constructive feedback and confidently address performance issues when needed
• Foster a culture of accountability, collaboration, and continuous improvement

Operational Excellence & Process Improvement

• Identify and implement practical process improvements across customer service and distribution workflows
• Partner with cross-functional teams (Sales Operations, IT, etc.) to enhance systems, processes, and data flow
• Drive efficiencies in order management, inventory control, and customer support processes

Metrics & Reporting

• Track, analyze, and report key operational and customer service metrics
• Use data to identify trends, gaps, and improvement opportunities

Site Leadership & Global Coordination

• Serve as the primary liaison between the U.S. team and global leadership

Qualifications

• 10+ years of experience in customer service, customer operations, and/or distribution
• 4+ years of people leadership experience, including managing managers or team leads
• Prior experience overseeing both customer service and distribution/logistics functions
• Experience in medical device or a related regulated industry preferred
• Strong working knowledge of ERP systems (QAD experience a plus)
• Proven ability to manage day-to-day operations while driving process improvements