Customer Operations Manager, Americas

Job Description

Job Description

You can find Arclin everywhere. Our technologies make homes and transportation safer, help crops flourish, keep water clean, protect first responders and members of the military, and preserve the purity of essential pharmaceuticals. These vital, everyday products can't fail, and we’re here to give the world an extra layer of performance and peace of mind.

With ~4,000 team members across more than 30 global manufacturing facilities, we operate with the scale to make a global impact and the agility to solve complex challenges at the molecular level. Rooted in scientific discovery and innovation, Arclin’s materials redefine performance across industries - from Firepoint®’s patented intumescent technology that helps stall flames and save lives to the iconic Kevlar® and Nomex® brands trusted to protect those who serve, strengthen aerospace and industrial systems, and perform where reliability and safety are top of mind.

As we expand our mission‑critical materials portfolio and shape the next era of performance technologies, we’re looking for people who want to grow, lead, and solve the challenges others can’t. Together, we’ll advance the innovations that keep the world moving. Because at Arclin, our people are truly Vital Beyond Measure.

We are currently looking for a Customer Operations Manager, Americas

The Regional Customer Service Manager, Americas reports to the senior leadership responsible for customer operations and is responsible for leading customer service operations across North and South America. The position provides strategic leadership for customer service teams, drives operational excellence, improves customer satisfaction, and partners with Sales, Supply Chain, Logistics, and Finance to ensure effective order fulfillment and business performance.

• Lead customer service operations across North and South America, ensuring consistent execution of service standards, business processes, and customer experience objectives.
• Provide strategic leadership to the customer service organization and foster a high-performance culture focused on customer satisfaction, responsiveness, accountability, and operational excellence.
• Serve as the senior escalation point for critical customer issues and lead cross-functional efforts to resolve complex service challenges.
• Develop, coach, and mentor customer service team members across the Americas region while building organizational capability through talent development, succession planning, and workforce planning.
• Promote a culture of collaboration, engagement, inclusion, continuous learning, and employee development.
• Establish clear performance expectations, accountability measures, and performance management processes for customer service teams.
• Lead initiatives that improve customer service effectiveness, service reliability, operational efficiency, and overall business performance.
• Monitor, analyze, and report on key performance indicators (KPIs), dashboards, and operational metrics to drive data-based decision-making and continuous improvement.
• Partner closely with Sales, Supply Chain, Warehousing/Logistics, Finance, and other business functions to optimize order-to-cash processes, service delivery, and operational execution.
• Establish and monitor service performance metrics across the Americas region and develop action plans to improve service levels and customer satisfaction.
• Analyze performance trends and provide recommendations, insights, and updates to senior leadership.
• Ensure compliance with company policies, regulatory requirements, internal controls, and established business processes.
• Drive a customer-centric culture that enhances customer satisfaction, strengthens customer relationships, and supports business growth.

Job Requirements :

• Bachelor's Degree required.
• 4+ years customer service/customer operations experience.
• 2+ years people leadership experience.
• Experience managing regional or multi-site teams.
• Strong communication, collaboration, and analytical skills.
• ERP/CRM experience required; SAP preferred.
• Continuous improvement and customer-centric mindset.
• Experience in shared services or customer service transformation preferred

 

**Please note: The above statements are designed to outline the functions and position requirements of this job. It does not identify all tasks that may be expected, nor address the performance standards that must be maintained.**