Operations Manager - Strategic AccountsThis position can be located anywhere within the continental US.Position SummaryThe Strategic Accounts Operations Manager is responsible for driving operational excellence, contract compliance, analytics, and execution support across a portfolio of strategic accounts. This role serves as a critical link between Strategic Account Managers, customer stakeholders, suppliers, service centers, and corporate support functions to ensure alignment with customer commitments, operational objectives, and profitability goals.
The Strategic Operations Manager leads initiatives that improve customer performance, standardize processes, enhance data visibility, drive contract compliance, and identify opportunities for growth, cost reduction, and continuous improvement. The role requires strong analytical capabilities, cross-functional leadership, and the ability to influence outcomes across multiple stakeholders.
Key ResponsibilitiesStrategic Account Support- Partner with Strategic Account Managers to execute customer strategies and business plans.
- Support implementation and management of national and regional customer agreements.
- Coordinate operational activities required to achieve account objectives and customer commitments.
- Assist in the development and execution of account growth initiatives.
- Participate in customer reviews, business planning sessions, and strategic planning discussions.
Operational Excellence- Lead operational improvement initiatives designed to increase efficiency, service quality, and customer satisfaction.
- Drive standardization of best practices across strategic account programs.
- Identify and eliminate process inefficiencies impacting customer performance.
- Support implementation of new customer programs, technologies, and business processes.
- Manage operational project plans and monitor execution against milestones.
Compliance & Program Management- Monitor contract compliance across customer locations and service centers.
- Ensure pricing, reporting, rebate programs, and service commitments align with contractual requirements.
- Identify compliance gaps and coordinate corrective actions.
- Support audit activities associated with customer agreements and supplier programs.
- Maintain accurate documentation and program governance records.
Data Analytics & Reporting- Develop and maintain dashboards, scorecards, and operational performance metrics.
- Analyze sales, margin, inventory, compliance, and customer performance data.
- Identify opportunities for margin improvement, cost savings, and share-of-wallet growth.
- Provide actionable recommendations supported by quantitative analysis.
- Generate executive-level business reviews and performance reporting.
Cross-Functional Leadership- Collaborate with sales, service centers, procurement, supply chain, finance, operations, and supplier partners.
- Facilitate communication among stakeholders to ensure alignment and execution.
- Lead issue resolution efforts impacting strategic account performance.
- Coordinate resources needed to support customer initiatives and operational objectives.
Financial Performance- Support profitability management efforts across strategic accounts.
- Analyze customer profitability, pricing effectiveness, freight costs, inventory investments, and service costs.
- Identify opportunities to improve gross profit and operational efficiency.
- Assist in business case development and financial justification for strategic initiatives.
Customer Engagement- Participate in customer meetings and quarterly business reviews.
- Support customer implementation projects and operational improvement programs.
- Build trusted relationships with customer operational and procurement stakeholders.
- Ensure customer expectations are met through proactive communication and execution.
QualificationsEducation- Bachelor's Degree in Business, Supply Chain, Operations Management, Finance, Engineering, or related discipline.
- Advanced degree preferred.
Experience- 5+ years of experience in operations, supply chain, strategic accounts, project management, business analytics, or related field.
- Experience supporting large national or strategic customer programs preferred.
- Demonstrated success managing cross-functional initiatives and process improvements.
Knowledge, Skills & Abilities- Strong analytical and problem-solving skills.
- Advanced proficiency in Excel, Power BI, and business reporting tools.
- Knowledge of operational metrics, contract compliance, and customer performance management.
- Excellent organizational and project management skills.
- Strong verbal and written communication capabilities.
- Ability to influence without direct authority.
- Financial acumen with understanding of margin, pricing, and profitability drivers.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong customer-focus and relationship management skills.
Key Performance Indicators (KPIs)- Contract compliance performance
- Customer satisfaction metrics
- Program implementation success
- Margin improvement initiatives
- Cost savings achieved
- Inventory optimization results
- Customer retention and growth support
- Operational efficiency improvements
- Executive reporting accuracy and timeliness
- Strategic initiative completion
Reporting RelationshipReports to: Director, Strategic Accounts Operations (or Strategic Accounts Leadership)
Works Closely With:
- Strategic Account Managers
- Service Center Leadership
- Supply Chain & Procurement
- Finance
- Customer Operations Teams
- Supplier Partners
- Executive Leadership
