Senior Manager, Customer Operations

Integer Holdings Corporation•Palm Harbor, FL

12d•Onsite

About The Position

The Sr. Customer Operations Manager provides leadership to manager, supervisors, and professional staff within the Customer Operations function and is accountable for the performance and results of the Customer Operations Specialist team. This role sets the strategic direction, develops business plans, identifies priorities, and allocates resources to deliver exceptional service and drive operational excellence. Decisions in this role are guided by broader business, functional, and site strategies. This position plays a key role in advocating for the customer, working closely with Operations, Planning, Engineering, Quality, and Sales to deliver innovative solutions that meet our customers’ needs with speed, accuracy, and exceptional communication. This position will work directly with “factory direct” customers to support their quoting, order entry, and general service needs, while assisting in the support of the Customer Success Enterprise accounts to enhance their overall Customer Experience with Integer and help drive long term relationships with Integer Enterprise customers. The Sr. Customer Operations Manager will be a member of the Site Leadership Team and a key partner with the Director of Operations. The primary purpose of this job is to act as the site based customer champion and develop the unconstrained unit forecast for the S&OP process.

Requirements

Bachelor’s degree in business or a related field preferred.
10+ years’ experience in medical device or related field.
Sales and service acumen.
Medical Device Manufacturing experience preferred.
Experience reading and understanding design drawings and specifications preferred.
Ability to communicate effectively across the organization throughout all levels both verbally and written.
Ability to work independently as well as within a team.
Demonstrated ability to be organized and adaptable to meet business deadlines in a dynamic environment.
Customer focused, highly organized and able to manage multiple tasks simultaneously.
Extreme responsiveness and resilient.
Good problem solving skills.
Strong computer skills (Microsoft Office products).
Experience with Oracle and/or SAP is a plus

Responsibilities

Adheres to Integer’s Values and all safety, environmental, security and quality requirements including, but not limited to: Quality Management Systems (QMS), Safety, Environmental and Security Management Systems, U.S. Food and Drug Administration (FDA) regulations, company policies and operating procedures, and other regulatory requirements.
Provides leadership to the Customer Operations team by managing resources, setting strategic direction, developing and managing performance toward key business metrics (e.g., Order Acknowledgement, Quote Cycle Time), and identifying improvement opportunities to better serve customers.
Leads and trains team members, prioritizes activities, and ensures process execution and compliance with established timelines and policies, and is accountable for the performance results.
Executes strategies and sets policies in collaboration with leadership to align with functional and business objectives; decisions are guided by policies and procedures.
Persuades others to adopt a different point of view including Site Leadership Team and fosters a culture of customer advocacy throughout the facility.
Acts as subject matter expert and liaison, providing guidance to the team, peers, and customers; represents Integer and the site during customer communications, visits, production meetings, and issue resolution.
Applies deep industry knowledge, competitive awareness, and broad expertise across Customer Operations, Sales, Planning, and Quality to support business decisions and elevate the customer experience.
Develops innovative, scalable solutions by leading cross-functional collaboration to address complex technical, operational, and organizational challenges.
Partners with Factory Direct, Corporate, Strategic, and Multi-Site customers through direct engagement or collaboration with Sales and Customer Success Enterprise to meet requirements, drive growth, and build long-term relationships.
Works closely with Sales, Customer Success, and internal stakeholders to resolve escalations, understand requirements, implement solutions, and communicate effectively across functions.
Sets direction on operational excellence by providing timely data and information for Quarterly Business Reviews, contract reviews, order entry, confirmation processes, and customer escalations.
Drives forecasting efforts by supporting monthly and annual planning processes, performing data reconciliation, and contributing business insights.
Drives performance by establishing sales goals for Factory Direct customers and collaborating with Customer Operations teams at other facilities to develop cross-site sales opportunities.
Leads the quotation process for Repeat and Standard Products and supports the Strategic Product Family group with new product quotations.
Coordinates with facility functions such as Planning, Operations, and Purchasing to fulfill customer requests, including order expedites and change requests.
Ensures adherence to ISO certification requirements and participates in customer service-related audits (e.g., Quality, Finance, Customer).
Performs other duties as required.