Customer Operations Manager

BCorp Certified- We care about the trails & we wear our footwear. Join us as we continue to grow our brand globally! Great work environment with amazing office perks- ask us for more details About Obōz… Obōz Footwear is a wholesale brand founded in 2007. Bozeman, Montana is an outdoor adventurer’s paradise and it’s our home. It's what motivates us to lace up daily and explore the 18 million acres of Greater Yellowstone Ecosystem that surround us. A vast and breathtaking landscape just waiting to be explored on two feet. Bozeman is where it all started and it’s what inspired our name. Outside + Bozeman = Obōz. True to the Trail, and the four points of our compass; our people, your foot, the community, and the experience, guide everything we do. About the role… The role of Customer Operations Manager, reporting directly to our Director of Supply and Demand Planning, based in our office in Bozeman, Montana. The Customer Operations Manager leads the Dealer Services and Consumer Experience teams, ensuring customers receive timely, accurate, and professional support across wholesale and direct-to-consumer channels. This role is responsible for order management execution, customer service operations, and the processes that support exceptional customer experience. The position ensures customer orders are processed accurately, inventory is allocated effectively, service levels are achieved, and customer inquiries are resolved in a timely manner. Day to day responsibilities include; Customer Operations Lead Dealer Services and Consumer Experience teams, establishing service standards, response times, and performance metrics Ensure systems and SOPs are in place to provide exceptional service to Dealers, Sales Representatives, and Consumers Build strong relationships with Dealers and Sales Representatives to support service excellence and business objectives Monitor customer satisfaction and service performance, implementing corrective actions where needed Develop and maintain processes to gather customer and dealer feedback and identify opportunities for improvement Ensure customer information, account records, and system data are maintained accurately and audited regularly Establish and maintain SOPs for consumer inquiries, warranty claims, returns, and dealer support processes Order Management & Fulfillment Manage the order book and at-once business to support revenue and inventory objectives Review and resolve orders on hold due to credit, inventory, pricing, or other issues to ensure timely shipment Leverage ERP allocation functionality to maximize fill rates and optimize inventory deployment Partner with Planning, Logistics, and 3PL providers to ensure orders are prioritized, released, and shipped accurately and on time Maintain expertise in retailer compliance requirements including EDI, routing guides, VAS, drop ship, and other customer-specific requirements Partner with Sales, Planning, and Finance to balance customer service levels, inventory availability, and revenue objectives Systems & Process Excellence Maintain expertise in customer operations systems and support improvements to functionality, efficiency, and user adoption Develop, maintain, and audit SOPs to ensure consistent execution across customer-facing operations Establish service level agreements, workflows, and operating procedures for consumer and dealer interactions Maintain expertise in customer-facing platforms including B2B ordering, Freshdesk, Yotpo, and related tools Leadership Recruit, coach, develop, and manage Dealer Services and Consumer Experience team members Establish clear performance expectations and accountability measures for the team Foster a culture of customer focus, continuous improvement, collaboration, and operational excellence Manage team workload and resources to ensure service levels and business objectives are achieved About you… Bachelor's degree or equivalent experience 5+ years of experience in customer operations, customer service, order management, sales support, fulfillment, or related operational functions. 3+ years of people leadership experience ERP experience required; experience supporting system enhancements, process improvements, or user adoption preferred. Experience working with wholesale and/or direct-to-consumer businesses preferred. Experience in the outdoor, sporting goods, apparel, footwear, or consumer products industry preferred Customer-first mindset with a commitment to service excellence Strong systems and process orientation. Excellent organizational skills and attention to detail Strong analytical and problem-solving capabilities Effective communicator with the ability to build cross-functional relationships Continuous improvement mindset with a focus on operational excellence #J-18808-Ljbffr