Customer Operations Manager Our customer operations team is the link between the business and its customers, connecting sales, planning, production, and the field team to the customers and retail partners we serve. The Customer Operations Manager leads that function. The role owns the people, the processes, and the performance visibility behind how we serve customers: leading the customer operations team, shaping how our largest accounts are supported, running the operational programs that keep product on our retail partners' shelves, and tracking channel performance against plan so the business sees issues early. This is a build and improve role, not a maintain role. The person in this seat will develop a team that works independently, replace legacy process with standard and measurable process, and bring an operations and commercial mindset to work that has traditionally been handled transactionally. Key Responsibilities Team Leadership - Lead, develop, and hold accountable the customer operations team, including hiring, training, performance management, and staffing decisions
- Build a team with clear roles, cross-training, and backup coverage so daily operations run smoothly at every level
- Set clear expectations, coach and develop team members, and manage performance consistently
- Create an environment where team members take ownership and grow in their roles
- Address employee concerns and workplace issues professionally, escalating matters to supervisor or Human Resources when appropriate
Channel Performance - Build and maintain a channel performance scorecard against budget and publish it on a regular cadence
- Flag variance early, understand the drivers, and drive follow-up with sales, operations, and account stakeholders until the issue is resolved or escalated
- Support the finance team in channel planning and budget development
Key Account Support - Design how the company supports its largest accounts: who owns each relationship on the team, what the service standard is, and how issues get escalated and resolved
- Develop team members into capable, trusted account owners
- Serve as the escalation point and the voice of the account inside the company when an issue exceeds what the team can resolve
- Maintain a view across all key accounts to spot patterns, recurring problems, and opportunities to improve service
Continuous Improvement - Use ERP and reporting data to drive decisions and measure results; eliminate work that does not add value
- Lead process improvement across customer operations and partner with Operations, Sales, Planning, and IT on cross-functional changes
- Bring forward proposals for where customer operations should be in one to three years, not just what is broken today
Customer Process Ownership - Own order management, order status communication, return authorizations, credits, and customer escalations for traditional customers
- Establish standard work for every recurring customer process, with defined cycle times and error rates, and hold the team to them
- Resolve escalated customer issues and use them to fix the underlying process
Retail Partner Program Operations - Own the daily back-office processes that keep our retail partner programs running: inventory transfers, receipts, store-level adjustments, and support for the field merchandising team
- Partner with inventory, planning, and logistics to keep store inventory accurate and shelves stocked
- Identify gaps and failure points in these processes and lead the fix
Ira Green, Inc. is an Affirmative Action/Equal Opportunity Employer Minority/Female/Disabled/Veteran/Sexual Orientation/Gender Identity
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