Customer Operations Manager

M-D Building Products • Oklahoma City, OK

12h • Onsite

About The Position

The Customer Operations Manager is responsible for leading day-to-day operational execution and account support activities for The Home Depot. This role serves as a key cross-functional partner, overseeing purchase order management, item setup and maintenance, pricing execution, operational performance, and issue resolution to ensure effective customer execution and business continuity. The position exercises independent judgment in resolving operational challenges, prioritizing business needs, and driving solutions across Customer Service, Credit, Distribution, Manufacturing, Operations, Sales, and The Home Depot teams. This role is critical in supporting retailer compliance, operational efficiency, customer satisfaction, and overall account performance in a fast-paced retail environment.

Requirements

• 3+ years of experience in account management, customer operations, customer supply chain, retail operations, or related roles.
• Experience supporting large retail accounts, preferably The Home Depot.
• Experience with retailer systems and e-commerce/order management platforms such as IDM, Rithum, or similar tools preferred.
• Strong understanding of purchase order management, pricing execution, retailer compliance, deductions, and operational support.
• Excellent organizational, communication, and problem-solving skills.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Excel and reporting analysis.
• Prior experience working directly with The Home Depot merchant, supply chain, or operational teams.
• Experience with THD systems such as IDM, Vendor Drill, Rithum and Askuity
• Experience resolving retailer deductions, fill-rate issues, and compliance-related challenges.
• Experience managing e-commerce fulfillment and retailer exception reporting.

Nice To Haves

• Bachelor’s degree in Business, Supply Chain, Operations, or related field preferred.
• Experience working in a retail-driven manufacturing or consumer products environment preferred.

Responsibilities

• Manage daily purchase order execution for The Home Depot, ensuring accurate order processing, prioritization, issue resolution, and on-time fulfillment aligned with customer and business objectives.
• Oversee item setup, maintenance, and product data management within The Home Depot systems, including IDM and related retailer portals, ensuring accuracy, compliance, and timely execution.
• Manage ecommerce order flow through Rithum, monitoring exceptions, resolving order failures and shipment discrepancies, and implementing corrective actions to support service-level performance.
• Serve as the primary operational contact for purchase order, fulfillment, shipment, and compliance issues, coordinating cross-functional resolution efforts and escalating risks as appropriate.
• Execute and validate pricing, promotional, and cost updates within retailer systems, ensuring accurate implementation and resolution of pricing discrepancies, deductions, chargebacks, and invoice exceptions.
• Partner with Sales, Customer Service, Supply Chain, Operations, Distribution, and Credit teams to resolve operational challenges, improve execution, and support retailer requirements.
• Monitor order status, shipment performance, fill rates, and compliance metrics; identify trends, mitigate risks, and drive corrective actions to achieve customer service and operational objectives.
• Maintain and audit product, pricing, inventory, and shipment data across retailer portals and internal systems to ensure data integrity and reporting accuracy.
• Support product launches, assortment changes, promotions, and retailer initiatives by coordinating operational activities and proactively addressing execution risks.
• Analyze operational performance and recurring issues to identify process improvement opportunities, implement solutions, and enhance efficiency, compliance, and customer satisfaction.

Benefits

• Medical
• Dental
• Vision
• On-Site Clinic
• Voluntary Life Insurance
• Lab Card Program
• Group Term Life & AD&D
• Flexible Spending Accounts
• Dependent Care Flexible Spending Account
• Short-Term and Long-Term Disability
• 401(K) with Company Match
• Paid Time Off
• Tuition Reimbursement
• Education & Development
• Mental Wellness (Employee Assistance Program)
• Voluntary Benefits including Accident, Critical Illness and Hospital Indemnity Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree