Customer Service Operations Manager
A growing medical device contract manufacturer is seeking a Customer Service Operations Manager to lead and develop a six-person team supporting order fulfillment, logistics, and customer communication. This is a hands-on leadership position driving customer experience, process improvement, and team performance within a regulated manufacturing environment. The role is ideal for a proactive leader who can balance coaching with direct customer engagement.
Overview
- Manage key and complex customer accounts directly (40–50% of role).
- Build a culture of accountability, collaboration, and customer focus.
- Transition the team from transactional to proactive service.
- Strengthen relationships between Customer Service, Operations, and Quality.
- Standardize processes across multiple business units.
- Implement metrics and systems to improve service and data.
- Support ERP implementation in the near future
- Identify and drive quick wins in responsiveness and communication.
- Fully on-site position with limited travel (~10%).
Requirements
- 5+ years in customer service roles, including 3+ years leading a team.
- Experience in a fast paced, regulated manufacturing environment, ideally medical device.
- Strong people leadership, coaching, and change management skills.
- Hands-on approach with comfort managing key accounts.
- Excellent communication and problem-solving across cross-functional teams.
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