The RoleThe Customer Operations Manager is responsible for strengthening the operational capabilities of the Customer Operations function while supporting day-to-day execution of customer order management. This role serves as the department's operational expert, partnering with Coordinators to resolve complex issues, build technical and process expertise, and continuously raise the team's overall capability.
Success is measured not only by resolving today's operational challenges, but by improving how the team operates tomorrow. The Customer Operations Manager identifies opportunities to standardize processes, improve systems, enhance training, and implement scalable solutions that enable growth. Working closely with Sales, Supply Chain, Logistics, Finance, IT, Warehousing, customers, and external logistics partners, this position helps ensure exceptional service, operational excellence, and continuous improvement across the order-to-cash process.
What You'll OwnCapability Building & Operational Support
- Serve as the department's operational subject matter expert, providing guidance and support to Customer Operations Coordinators on complex order management, inventory, logistics, ERP, EDI, customer-specific requirements, and cross-functional issue resolution.
- Act as the first point of escalation for complex order management, transportation, inventory and accounting issues, coordinating timely resolution across internal teams and external partners.
- Build the technical and operational capability of the Customer Operations team through coaching, knowledge sharing, onboarding, training, and reinforcement of best practices.
- Develop team expertise in ERP functionality, EDI transaction flows, customer portals, and operational processes to improve first-time resolution and overall execution.
- Partner with Coordinators to balance workload and provide operational support during periods of high volume, customer implementations, product launches, and other business-critical initiatives.
- Analyze operational trends, recurring issues, and performance metrics to identify capability gaps and recommend actions before customer service is impacted.
Process Improvement & Operational Excellence
- Lead cross-functional process improvement initiatives that improve customer experience, increase efficiency, reduce operational risk, and support business scalability.
- Identify opportunities to simplify workflows, eliminate manual effort, and standardize processes across the Customer Operations function.
- Develop, maintain, and continuously improve SOPs, training materials, playbooks, and operational documentation that build long-term team capability.
- Partner with Supply Chain, Sales, Logistics, Finance, IT, customers, and logistics partners on ERP enhancements, EDI connectivity, customer onboarding, systems implementations, and transaction troubleshooting.
- Support implementation of new customers, products, distribution partners, and customer requirements by designing scalable operational processes.
- Evaluate recurring operational issues to identify root causes and implement sustainable corrective actions rather than short-term fixes.
- Monitor operational KPIs and use data to identify improvement opportunities, prioritize initiatives, and measure the effectiveness of process changes.
- Champion a culture of continuous improvement, encouraging innovation, operational consistency, knowledge sharing, and adoption of new tools and technologies.
RequirementsWho You Are- 5+ years of experience in Customer Operations, Order Management, Logistics, Supply Chain Operations, or a related operational function.
- Bachelor's degree in Business, Supply Chain, Operations, Finance, or related discipline preferred.
- Demonstrated expertise managing and troubleshooting complex order-to-cash processes within ERP and EDI systems.
- Experience working with customer portals, logistics partners, and trading partners to resolve order and shipment exceptions.
- Proven ability to lead projects and influence cross-functional teams without direct authority.
- Experience coaching, mentoring, or developing peers in a fast-paced operational environment.
- Strong analytical, operational decision-making, and problem-solving skills.
- Excellent written and verbal communication skills.
Working Conditions- Position is based in Newton, MA in Spindrift's HQ office.
- Must work in HQ office 4 days a week.
- Minimal travel required (less than 5%).
BenefitsCompensation & BenefitsBase Salary: $90,000-110,000, plus annual incentive
This range reflects the expected hiring range for this role in the Greater Boston area. Final compensation will be based on experience and qualifications.
Benefits include:
- Medical, dental, and vision insurance
- 401(k) with company match
Paid holidays, vacation, sick, personal, and parental leave
- Annual allowances for product, wellness, professional development, and social justice education
- Voluntary life and disability coverage
