Customer Operations & Service Manager

Job Title: Customer Operations & Service Manager

Location (city, state): Andover, MA

Industry: Manufacturing / Industrial Technology

Pay: $125,000 – $150,000 DOE

Benefits: Full benefits package (medical, dental, vision, PTO, and more)

About the Role:

We are seeking a Customer Operations & Service Manager to lead a high-performing customer service function within a manufacturing/industrial technology environment. This role is ideal for someone who enjoys combining team leadership with data-driven operational management and cross-functional partnership to improve customer experience, delivery performance, and overall business efficiency. This is a highly visible position that sits at the intersection of customer service, sales operations, supply chain, and finance, with strong exposure to senior leadership and strategic initiatives.

Job Description:

This role blends customer service leadership, business analytics, and cross-functional operations. The Manager will oversee a customer-facing service team responsible for order management and issue resolution, while also driving forecasting accuracy, reporting, and process improvements across the organization. The ideal candidate is both strategic and hands-on, comfortable working with complex data sets, leading initiatives, and partnering across global teams to improve execution and performance.

Key Responsibilities:

• Lead, coach, and develop a customer service team focused on order processing, fulfillment, and issue resolution
• Oversee revenue forecasting and demand planning in partnership with global sales/account teams
• Analyze key business metrics including bookings, backlog, revenue, margin, and overall financial performance
• Manage reporting and insights across customer, distributor, and channel performance, including inventory movement and partner activity
• Partner with manufacturing and operations teams to prioritize orders and improve on-time delivery performance
• Serve as escalation point for customer, distributor, and channel-related issues
• Lead cross-functional initiatives tied to process improvement, pricing, cost optimization, and operational efficiency
• Act as program manager for key operational projects and continuous improvement efforts
• Develop and maintain executive-level reporting to support data-driven decision-making

Qualifications:

• 7–10+ years of experience in customer operations, sales operations, supply chain coordination, or B2B manufacturing/industrial environment
• 3–5+ years of people management experience leading or coaching individual contributors
• Strong experience working within distributor, channel, or partner-based business models
• Advanced ability to analyze large data sets and translate findings into actionable insights
• Experience driving process improvement and cross-functional operational initiatives
• Strong collaboration skills across commercial, operational, and technical teams
• Hands-on experience with CRM/ERP systems (Salesforce, SAP, or similar platforms)
• Bachelor’s degree in Finance, Marketing, Operations, or related field preferred
• Strong communication, organizational, and program management skills

Additional Details:

This role requires a balance of strategic thinking and operational execution. The ideal candidate thrives in a fast-paced, highly collaborative environment and is comfortable managing multiple priorities across teams.

Perks:

• High-visibility role with leadership exposure
• Opportunity to drive meaningful operational and process improvements
• Cross-functional collaboration across global functions and partners

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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