Customer Operations Manager

Locations: Charlotte Requisition ID: 258207 Benefits Career Growth: Clear pathways to advance and develop your career Competitive Benefits: 401(k) match + health coverage + employee stock purchase plan Purpose-Driven: Create meaningful impact in the communities you serve Professional Development: Dedicated training + personalized mentorship Job Overview The Customer Operations Manager partners closely with Customers, the Customer Management Team, and Sales & Service teams to identify opportunities to enhance customer service and reduce friction at the store level. This role owns the operational relationship with customers, collaborating to execute joint business plans and unlock customer value and growth through best‑in‑class service and operational excellence. The Customer Operations Manager works with multiple internal and external stakeholders to identify root causes and adjust processes, tools, or expectations as needed. This role also partners with customers to establish and roll out new routes to market, such as Computer‑Assisted Ordering and other operational initiatives. Duties & Responsibilities Conducts regular customer visits to establish partnerships, understand processes, and identify gaps; creates solutions to improve the customer experience. Partners with customers to develop and implement technology strategies including warehouse processes, route‑to‑market processes, computer‑assisted ordering, to improve operating efficiencies and streamline business processes. Analyzes field and customer opportunities; formulates strategies around performance improvement, resource development, operating efficiencies, and compliance; ensures operations are carried out in an appropriate, cost‑effective manner. Partners cross‑functionally with leaders in the corporate office and field to identify performance gaps, leverage data to improve customer service, and collaborate on process improvements. Reports on and shares results from partnering with cross‑functional leaders and customers to support informed decision making. Develops field training opportunities and efficiencies; partners with field leaders to implement training and track impact and results. Knowledge, Skills, & Abilities Complex problem‑solving skills. Advanced influencing skills. Strong presentation skills. Basic project management background. Minimum Qualifications 3 to 5 years of relevant work experience. Preferred Qualifications Bachelor’s degree (4 years) in General Business, Finance, or Accounting. Work Environment Office environment. Up to 30% travel required. Equal Opportunity Employer - All qualified applicants will be considered for employment without regard to disability, protected veteran status, or any other characteristic protected by applicable law. #J-18808-Ljbffr