Customer Service Operations Manager

Job Title: Customer Operations & Service Manager

Location (city, state): Andover, MA (Hybrid)

Industry: Manufacturing / Industrial Technology

Pay: $120,000 – $140,000 DOE

Benefits: Full benefits package (medical, dental, vision, PTO, and more)

About Our Client:

Addison Group is partnering with a well-established manufacturing organization seeking a Customer Operations & Service Manager to play a critical leadership role at the intersection of customer experience, operations, and commercial execution. This is a high-visibility position with direct impact on service performance, order flow, and cross-functional business alignment.

Job Description:

This is a strategic, hands-on leadership role responsible for driving end-to-end customer operations while improving how the business executes across sales, supply chain, finance, and distribution. The ideal candidate is both analytically strong and operationally sharp, with the ability to lead teams, influence stakeholders, and improve processes at scale.

You will oversee a customer service function while also playing a key role in forecasting, reporting, and operational decision-making that directly impacts revenue and service performance.

Key Responsibilities:

• Lead and develop a customer service team responsible for order management, fulfillment coordination, and issue resolution
• Partner with sales leadership on forecasting, demand planning, and revenue visibility
• Own and interpret key operational metrics including bookings, backlog, revenue, and margin performance
• Oversee distributor and channel performance, including inventory movement and service levels
• Collaborate closely with manufacturing and operations teams to prioritize orders and improve on-time delivery
• Drive high-impact initiatives around process optimization, pricing support, and operational efficiency
• Build and deliver reporting that informs executive-level decision-making

Qualifications:

• 8+ years of experience in customer operations, sales operations, supply chain, or a related B2B environment
• Prior experience leading or developing a team of individual contributors
• Strong background working within distributor, channel, or multi-partner business models
• Proven ability to analyze complex data sets and translate insights into action
• Track record of leading cross-functional initiatives that improve performance or efficiency
• Strong executive presence with the ability to influence across commercial and operational teams
• Experience with CRM/ERP systems such as Salesforce, SAP, or equivalent platforms

Additional Details:

This role sits in a fast-moving, highly collaborative environment and requires someone who can balance strategic thinking with strong execution. The position offers significant visibility across leadership and core business functions.

Perks:

• High-impact leadership role with executive visibility
• Direct influence on operational performance and customer experience

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.