Customer Operations Manager
About The Position
Silvus is seeking a Customer Operations Manager who will report to the Senior Director of Global Sales Operations and Enablement on the Sales Operations team. The successful individual in this role will serve as the primary post-sales operational liaison between Silvus manufacturing and our largest North America customers, managing purchase orders, production schedules, and delivery coordination to ensure components are delivered on time and integrated successfully into the customer’s production roadmap. The role requires travel to Silvus Headquarters in Los Angeles and throughout the continental U.S. to visit key customers. This position is eligible for 100% remote work depending on location.
Requirements
- Bachelor’s degree in Operations, Supply Chain Management, Business, or a related field.
- 3+ years of experience in a post-sales operations, account management, or technical project coordination role, preferably within a defense hardware or manufacturing environment.
- Strong ability to analyze production schedules, purchase orders, and demand forecasts to identify and resolve discrepancies.
- Excellent communication skills with the ability to translate between customer business needs and internal manufacturing constraints.
- Proficiency in Microsoft Office, especially Excel.
- Must be a U.S. Person (U.S. Citizen, or U.S. Permanent Resident) due to clients under U.S. federal contracts.
- All employment is contingent upon the successful clearance of a background check and drug test.
Nice To Haves
- Experience with Oracle or similar ERP systems is a plus.
- Military background with experience in logistics, operations, or program coordination.
- Familiarity with defense hardware, communications systems, or tactical equipment.
- Experience with OEM or government contract environments.
Responsibilities
- Serve as the primary point of contact for key North America customers post sale, managing day-to-day operational needs and escalations.
- Lead Quarterly Business Reviews (QBRs) to report on delivery performance, quality metrics, and production roadmap alignment.
- Work directly with customer demand planners to ingest and track production forecasts, translating them into actionable data for internal manufacturing and supply chain teams.
- Track and manage open purchase orders to ensure on-time delivery commitments are met, partnering with manufacturing and logistics to resolve delays.
- Identify and escalate technical integration challenges, managing the formal escalation process for hardware defects, shipping issues, or field failures.
- Oversee the Return Merchandise Authorization (RMA) process to ensure timely replacement of failed components and recovery of units for failure analysis.
- Perform other related duties of which the above are representative.
- Travel Requirement – Up to 30% travel to Silvus HQ in Los Angeles, and throughout the continental U.S. to visit key customers.
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
