Manager, Customer Hierarchy & Operations

Manager, Customer Hierarchy & Operations

Location: Franklin, TN (On-Site)

At OMNIA Partners, "membership" is not a simple list - it is a complex, constantly evolving hierarchy of parent organizations, subsidiaries, affiliates, and eligible entities, each with distinct contract access, account relationships, and data requirements. Getting that hierarchy right is critical: it determines who can purchase, under what terms, and through which channels. The Membership Operations Team is the function responsible for the accuracy, integrity, and ongoing management of that customer hierarchy across all systems and business units.

We are seeking a Manager, Customer Hierarchy & Operations to lead this team and drive its continued evolution. This is a working manager role: approximately 6070% of the position is leading, coaching, and developing a team of 34 direct reports, while the remaining 3040% involves direct, hands-on operational and systems work. The Manager will own strategic partner relationships, lead process improvement initiatives, and serve as a key driver of our transition to a new enterprise master data management (MDM) platform - the backbone of how we manage customer hierarchy at scale. This is a high-visibility role for someone who wants to lead a team, stay close to the work, and shape the direction of a critical operational function within a fast-growing organization.

Key Responsibilities

• Lead, coach, and develop a team of 34 direct reports through ongoing mentoring, performance management, hiring, onboarding, and professional development - fostering a culture of accountability, collaboration, and continuous improvement.
• Establish clear performance expectations, monitor results, and hold team members accountable for achieving departmental and organizational objectives.
• Serve as the primary point of contact and escalation for strategic membership partners, facilitating regular meetings to identify operational challenges, develop solutions, and ensure timely resolution.
• Own the management and integrity of the customer hierarchy across all systems - including parent-subsidiary relationships, affiliate structures, and eligible entity designations - ensuring accuracy across sales, finance, e-commerce, and operations.
• Serve as a key contributor to the transition from the current legacy platform to the new enterprise MDM system, helping define how customer hierarchy data is structured, governed, and maintained at scale.
• Analyze operational processes, performance metrics, and service request trends to identify inefficiencies and implement targeted process improvement initiatives.
• Drive automation, standardization, and continuous process optimization through monitoring of operational dashboards and key performance indicators.
• Lead the development, documentation, and implementation of standard operating procedures (SOPs), Salesforce templates, and process workflows to improve operational consistency and efficiency.
• Collaborate with internal stakeholders across sales, IT, finance, marketing, legal, and e-commerce to design and maintain effective business process workflows and project management practices.
• Develop and deliver training materials for new employees and internal departments on Membership Operations processes, systems, and procedural changes.
• Oversee the integrity of customer hierarchy data by directing account updates based on information received from research analysts, sales teams, supplier reports, and channel partners - ensuring the roster accurately reflects organizational relationships at all times.
• Evaluate, prioritize, and resolve inbound Membership Operations requests, ensuring timely and accurate responses while tracking trends to recommend ongoing improvements.
• Produce and distribute reports supporting Membership Operations processes and business initiatives as needed.

Qualifications

• Bachelor's degree in Business Administration, Management, Information Systems, or a related field, with 57 years of experience in operations management, business operations, or data management; or an equivalent combination of education and experience.
• Proven experience in a working manager capacity - equally comfortable setting strategic direction and rolling up your sleeves on operational execution.
• Demonstrated experience leading cross-functional initiatives and collaborating effectively with internal and external stakeholders across all levels of an organization.
• Experience with Salesforce or a comparable CRM platform.
• Experience with master data management (MDM) platforms, customer hierarchy management, or enterprise data governance systems; experience managing or contributing to a platform migration or system transition is a strong plus.
• Experience using monday.com or a similar work management platform.
• Advanced proficiency in Microsoft Office Suite, with strong expertise in Excel for data analysis, sorting, filtering, comparisons, and reporting.
• Strong analytical and problem-solving skills with the ability to identify root causes, resolve complex operational issues, and make sound business decisions under ambiguity.
• Ability to efficiently organize, analyze, and manage large data sets while maintaining a high level of accuracy and data integrity.
• Excellent organizational skills with the ability to independently prioritize multiple projects, manage competing deadlines, and adapt to changing business priorities.
• Strong written, verbal, and interpersonal communication skills, with the ability to communicate effectively across technical and non-technical audiences and all levels of the organization.
• Customer-focused mindset with the ability to respond to member inquiries, account changes, and operational requests in a timely, professional, and solution-oriented manner.