Customer Operations Manager

Echodyne Corp•Kirkland, WA

9d•$104,030 - $155,839

About The Position

Echodyne offers the world’s first compact solid-state true beam-steering radar for a wide range of industries and applications. Our high-performance radars work in all weather and are designed for autonomous vehicles, uncrewed aircraft & drones, and security of borders, critical infrastructure, and smart cities. The company combines the patented technology of metamaterials with powerful software to create a radar sensor with unprecedented performance at commercial price points. Echodyne offers its radars to companies working in Automotive, Transportation, Critical Infrastructure Protection, Border Security, Smart Cities, Uncrewed Aircraft Systems (UAS), and Airspace Management including Urban Air Mobility (UTM). Echodyne is seeking a CUSTOMER OPERATIONS MANAGER to join our fast-growing team. ROLE OVERVIEW In this role, you will be responsible for monitoring and coordination of open customer orders to ensure delivery commitments are met. Because this is a newly established role, the individual will play a key role in developing and improving processes related to order status communication, delivery management, and internal coordination. The role requires strong organizational skills, proactive communication, and the ability to gather information across multiple teams to support accurate order management. This role will report to the VP, Operations.

Requirements

Proficiency with Salesforce CRM, ERP/MRP systems (NetSuite, SAP, Oracle, or similar), and tools like Jira or Confluence
Strong organizational, communication, and problem-solving skills
Ability to coordinate across multiple departments and manage competing priorities
5+ years of experience in customer service, order management, or operations support in a manufacturing or supply chain environment
BA Degree in Business Administration discipline (i.e. Business Administration, Management, Communications, Social Sciences, etc.) or industry/military equivalent experience demonstrating progressive customer service skills through progressive roles in the private sector or the military

Nice To Haves

Experience supporting electronic hardware production scheduling or supply chain operations
Familiarity with RMA processes and order fulfillment workflows
Experience helping develop or improve operational processes
Strong Excel or reporting skills

Responsibilities

Serve as the primary point of contact for delivery inquiries and order status updates from the Sales team and customers
Provide timely and accurate communication regarding order progress, delays, and expected ship dates.
Proactively communicate potential delays or risks to committed ship dates
Maintain and update sales orders in the ERP system when delivery dates change or orders become past due
Adjust and reschedule orders based on production capacity and material availability
Ensure order data accuracy including quantities, ship dates, and customer requirements
Monitor all open customer orders to ensure delivery commitments are being met
Identify past-due or at-risk orders and coordinate internally to determine recovery plans
Communicate order status updates and delivery changes to the Sales team
Maintain visibility of open orders and delivery performance across teams
Work closely with Production teams to gather updates on build progress and manufacturing schedules.
Coordinate with Supply Chain and Purchasing to obtain status on purchased materials and expected delivery dates.
Consolidate production and supply updates to provide clear and consistent order status information to Sales
Process and manage Return Material Authorization (RMA) requests
Coordinate with Quality, Operations, and Sales to ensure proper evaluation, return handling, and resolution
Help establish and document processes for managing delivery inquiries, order status updates, and internal communication workflows
Identify opportunities to improve order visibility, response time, and cross-functional coordination
Develop tools, reports, or tracking methods to improve management of open orders and delivery commitments
Support implementation of best practices for order management and customer communication
Maintain reporting and tracking tools for open orders, past-due orders, and delivery commitments
Support development of dashboards or reports to improve visibility of delivery performance
Documenting customer communications and order updates for internal reference