Customer Operations Manager

What We Need:

Our Engraving Solutions business, which sells through our Brady and Gravotech brands, is seeking a versatile Customer Operations Manager to join our team in Cranberry Township, PA. This critical role leads the managers of our Customer Service, Technical Services, and Field Service teams to ensure optimal efficiency, productivity, and the highest level of customer satisfaction. This role will develop and implement strategic initiatives to drive continuous operational improvement across all functions. The ideal candidate possesses a strong leadership background, deep customer service experience, and a proven track record of enhancing processes.

This is an on-site role at our location in Cranberry Township, PA .

What You'll Be Doing:

• Process Optimization: Lead the end-to-end design, documentation, implementation and ongoing optimization of Standard Operating Procedures (SOP) across all customer operations functions.

• Strategic Roadmap: Create and execute a project roadmap focused on boosting customer satisfaction, accelerating growth, and capturing cost savings.

• Digital Transformation: Drive digital transformation by identifying and integrating modern automation tools and AI-driven solutions directly into the operational workflow.

• Team Leadership: Manage, develop, and mentor the department managers of the Customer Service, Technical Services, and Field Service teams to consistently meet internal metrics and uphold high service standards.

• Performance Tracking: Monitor overall team performance using Key Performance Indicators (KPIs) to proactively isolate and address areas for improvement.

• Cross-Functional Collaboration: Collaborate with departments to communicate recurring issues and provide actionable recommendations for organizational improvement.

What You Will Need To Be Successful:

• Associate degree in a technical field, or equivalent work experience.

• 5 years minimum experience in a customer service or technical support role, including at least 2 years of direct supervisory experience.

• Ability to lead a team toward high service standards while consistently meeting internal metrics.

• Strong knowledge of Salesforce or similar CRM, with SAP ERP experience a plus.

• Excellent critical thinking, organizational, research and multitasking capabilities.

• Ability to support travel including overnight when needed, approximately 10-20%. Valid drivers license required.

About Us: Who we are:Brady makes products that make the world a safer and more productive place. We are a global leader in safety, identification and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room - we're just about everywhere you look. Companies around the world trust Brady because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities. We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2025, Brady employed approximately 6,400 people in our worldwide businesses. Our fiscal 2025 sales were approximately $1.51 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at Why work at Brady:A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth. Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you'll feel connected to the community through our charitable contributions and opportunities to give back. Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world.

Our Benefits:

• Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision

• Generous 401(k) with company match

• Paid time off and holidays

• Opportunity to participate in incentive programs for all full-time employees

• Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance

• Education reimbursement opportunities

• Scholarship program for children of Brady employees

• A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities

• Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management)

• Dress-for-your-day dress code

• Charitable contributions matched through Brady's Matching Gift program