Senior Manager of Customer Operations

As Senior Manager of Business Operations at Epicor, you will lead the end‑to‑end delivery of both hardware and software solutions across warehouse operations, vendor management, digital licensing fulfillment, and operational workflows that support the full quote‑to‑cash lifecycle. You will ensure accurate, timely, and seamless delivery operations that directly impact revenue recognition, customer satisfaction, and operational excellence. What you will be doing: Lead and develop a cross‑functional business operations team including warehouse operations staff, third‑party vendor coordinators, and software licensing specialists, fostering a culture of operational excellence and customer focus. Oversee warehouse operations including hardware receiving, custom configurations, quality assurance, inventory management, shipping, and RMA (returns) processing for servers and devices. Manage third‑party hardware vendor and distributor relationships, ensuring drop‑ship arrangements meet quality standards, delivery timelines, and cost targets. Lead the software licensing team responsible for generating, managing, and delivering software license keys and files with accuracy and timely fulfillment. Design and implement delivery strategies, workflows, and quality‑control processes that optimize hardware fulfillment, software licensing throughput, and operational efficiency. Develop and maintain SLAs for order fulfillment, hardware configuration turnaround times, RMA processing, and software license delivery. Partner with Sales, Customer Success, Finance, IT, and Product teams to ensure delivery operations support the quote‑to‑cash process—including revenue recognition, billing triggers, customer onboarding, and renewals. Drive continuous improvement initiatives to reduce delivery cycle times, minimize errors, optimize inventory levels, and improve customer satisfaction with delivery processes. Implement and optimize warehouse management systems, inventory tracking tools, licensing platforms, and order‑management systems to improve operational visibility and efficiency. Create executive‑ready reports on delivery metrics, inventory health, vendor performance, licensing accuracy, key risks, and improvement initiatives. Manage vendor contracts and negotiations for hardware procurement and drop‑ship arrangements, ensuring competitive pricing and favorable terms. Establish quality‑control processes for hardware configurations, conduct root‑cause analysis for delivery failures or RMA trends, and implement corrective actions. Hire, train, and mentor team members, establishing clear performance metrics, conducting regular performance reviews, and creating career development pathways. Manage the delivery operations budget, forecast hardware inventory needs, and identify opportunities for cost reduction and process automation. What you will likely bring: Bachelor’s degree in Supply Chain Management, Operations Management, Business, or a related field, with 7+ years of experience in operations, logistics, or supply‑chain leadership roles. 5+ years leading teams of 20+ people across warehouse operations, vendor management, and technical fulfillment functions. Experience managing both physical hardware logistics and digital/software delivery operations. Strong vendor‑management and negotiation skills, with experience overseeing third‑party relationships and drop‑ship arrangements. Understanding of software licensing models, license‑generation systems, and fulfillment processes, including how license delivery triggers revenue recognition. Exceptional verbal and written communication skills, with the ability to collaborate across technical and non‑technical teams. Strong analytical and problem‑solving skills with the ability to use data and metrics to optimize delivery performance, inventory, and operational costs. Highly organized, detail‑oriented, and process‑driven, able to manage multiple priorities in a fast‑paced environment. Experience with warehouse management systems (WMS), inventory management software, and order‑management platforms. Familiarity with ERP systems (SAP, NetSuite, Oracle) and CRM platforms (Salesforce). Experience implementing process improvements, automation, or system integrations within fulfillment operations. What could set you apart: Knowledge of hardware procurement, server configurations, and IT infrastructure. Experience leading both hardware and software delivery operations at scale. Experience improving drop‑ship vendor networks and negotiating supplier agreements. Background in operational automation, system integrations, or digital transformation initiatives. Competitive Pay & Benefits: Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well‑being. Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally. Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development. Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development. Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership. Work‑Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect. Global Mobility: Comprehensive support for international relocations and permanent residency processes. Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role but your experience doesn’t match every qualification of the job description, that’s okay—consider applying regardless. We are an equal‑opportunity employer. #J-18808-Ljbffr Epicor