Senior Manager, Customer Operations & Experience Optimization (Remote)

The ODP Corporation • Boca Raton, FL

85d • $82,900 - $137,650 • Remote

About The Position

VEYER is looking for a strategic and analytical Senior Manager to lead initiatives that enhance customer operations and experience. This role will focus on optimizing service delivery, improving operational processes, and driving customer satisfaction through data-driven insights and cross-functional collaboration. This role will be the primary technology systems and process builder in support of Client Operations. The ideal candidate brings a strong background in systems thinking, process automation, and customer-centric problem solving.

Requirements

• Bachelor's degree or equivalent experience in Industrial Engineering, Supply Chain Management, Data Analytics, Business Administration, or a related field.
• Minimum of 7 years of experience in customer operations, process improvement, or analytics.
• Proven success in leading cross-functional initiatives that improve customer experience and operational performance.
• Strong technical skills: SQL, Tableau, Python, Alteryx, Jira, Confluence, Snowflake, Databricks.
• Experience with customer operations platforms, WMS, and transportation management systems (TMS).
• Excellent communication, leadership, and stakeholder management skills.

Nice To Haves

• Experience supporting high-volume consumer brands or e-commerce operations.
• Strategic thinker with a hands-on approach to execution.
• Results-oriented with a focus on driving measurable outcomes.
• Collaborative team player who thrives in a cross-functional environment.
• Innovative mindset with a passion for staying ahead of marketing trends and technologies.

Responsibilities

• Lead initiatives to reduce customer friction and improve service reliability.
• Identify and resolve gaps in customer-facing processes (order fulfillment, forecasting, billing, SLA performance).
• Design and implement scalable solutions for enhanced operational efficiency and client experience.
• Partner with sales, technology, analytics, and customer support teams to design and implement scalable solutions, tools, and dashboards that enhance visibility and decision-making.
• Own the roadmap for customer operations systems and features, ensuring alignment with sales objectives, seasonal needs, and strategic business priorities.
• Develop and maintain incident response processes for uptime and rapid issue resolution.
• Use data modeling and root cause analysis to drive cost-efficiency and service quality.

Benefits

• Medical Insurance/Prescription Drugs
• Dental Insurance
• Vision Insurance
• Flu shots
• Mental Health Benefits Support Programs
• Employee Assistance Program (EAP)
• Flexible Work Schedules
• Paid Holidays
• Paid Time Off (up to 128 hours in the first year)
• Paid Parental Bonding
• Adoption Reimbursement
• Fertility Treatment Discounts
• 401(k) and Roth Savings Plans
• Savings Plan Employer Match
• Commuter Benefits
• FSA/HSA Pre-Tax Benefits
• Short & Long-Term Disability
• Charitable Giving
• Volunteering & Mentorship

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: Bachelor's degree