Customer Operations Manager

Opply•Chicago, IL

3d•$70,000 - $80,000•Hybrid

About The Position

As a Customer Operations Manager, you’ll be at the heart of driving success for our customers, helping them to meet their business objectives, and getting the most out of our products and services. You’ll lead and coordinate all operational activity across our US business. You’ll oversee a growing team of Customer Operations Executives, ensure seamless order management from purchase to payment, and act as the central orchestrator for our US operations—balancing execution with process improvement.

Requirements

5–10 years’ experience in Customer Operations, Support, or Success management within a B2B technology or Supply Chain environment
Proven experience managing teams of customer operations or support specialists., and coordinating workflows across multiple stakeholders and systems.
Strong analytical and reporting skills,comfortable using dashboards and data tools to track performance and drive accountability.
Demonstrable customer centric approach to work, with excellent external communication skills, and innovative mindset.
Proficiency in using CRM and order management software; familiarity with financial reconciliation processes a plus.
A natural leader who balances empathy with accountability and thrives in fast-moving, ambiguous environments.
Hands-on and execution-driven: equally comfortable managing strategy and jumping into the details.
You are obsessed with detail, if something’s off, you spot it before anyone else
You don’t just react, you own problems and drive them to resolution without being asked
You’re laser-focused on delivering excellent customer experiences and believe every interaction is a chance to build trust
You’re a natural at juggling multiple workstreams without dropping the ball
You’re solutions-driven, you always find a way to make things work
You communicate clearly and respectfully, whether updating a supplier or aligning with engineering
You’re a team player who lifts others up and collaborates across departments
You’re an empathetic and enabling team player who collaborates well with all teams, ideally in a fast paced business with high growth

Nice To Haves

Experience in food, beverage, or consumer goods supply chains preferred.

Responsibilities

Operational leadership
Lead and coach the US Customer Operations team, ensuring consistent performance, development, and motivation.
Oversee daily task allocation, ensuring all customer tickets, order actions, and supplier communications are distributed and tracked effectively.
Forecast team workload and capacity, ensuring the right prioritization of high-impact orders and customers.
Maintain and improve order accuracy, fulfilment efficiency, and customer satisfaction.
Monitor and manage financial tracking related to customer orders—including POs, invoices, and payment reconciliation.
Ensure data integrity across all operational systems (CRM, order dashboards, payment tracking tools, etc.).
Monitor all open orders and track key operational metrics (e.g., OTIF, ticket resolution time, order accuracy, payment collection), ensuring performance targets are met and reported weekly to leadership.
Execution & Continuous Improvement
Personally manage high-impact or complex accounts to ensure excellent customer experiences.
Identify and implement process improvements to enhance customer experience.
Collaborate with Product and Tech teams to flag recurring operational issues and influence automation priorities.
Develop standard operating procedures (SOPs) for the US operations team to ensure consistency and scalability.