Senior Manager / Director, Customer Operations

Our client is seeking an experienced, hands-on leader to oversee Customer Operations for their U.S. business, with direct accountability for customer service, order processing, and distribution functions. This role is responsible for ensuring day-to-day operational excellence, maintaining high service levels, and driving continuous improvement across the customer experience and fulfillment lifecycle. The ideal candidate will be a strong people leader who is comfortable operating in a fast-paced environment, managing team leaders, and serving as a key liaison to global leadership. Key Responsibilities Customer Operations Leadership Oversee end-to-end customer operations, including: Customer service and support Order processing and invoicing Distribution, warehouse, and inventory management Ensure consistent achievement of service level targets (order accuracy, turnaround times, customer responsiveness) Provide day-to-day leadership and direction to functional team leads Team Leadership & Development Manage and develop 3 direct reports: Customer Support Team Leader; Manager, Distribution & Inventory Management; Customer Success Team Leader Provide clear, constructive feedback and confidently address performance issues when needed Foster a culture of accountability, collaboration, and continuous improvement Operational Excellence & Process Improvement Identify and implement practical process improvements across customer service and distribution workflows Partner with cross-functional teams (Sales Operations, IT, etc.) to enhance systems, processes, and data flow Drive efficiencies in order management, inventory control, and customer support processes Metrics & Reporting Track, analyze, and report key operational and customer service metrics Use data to identify trends, gaps, and improvement opportunities Site Leadership & Global Coordination Serve as the primary liaison between the U.S. team and global leadership Qualifications 10+ years of experience in customer service, customer operations, and/or distribution 4+ years of people leadership experience, including managing managers or team leads Prior experience overseeing both customer service and distribution/logistics functions Experience in medical device or a related regulated industry preferred Strong working knowledge of ERP systems (QAD experience a plus) Proven ability to manage day-to-day operations while driving process improvements #J-18808-Ljbffr Germer International