Customer Operations Manager

Overview The Customer Operations Manager is responsible for overseeing the entire order-to-cash cycle, ensuring operational excellence, customer satisfaction, and continuous process improvement. This role requires strong collaboration across supply chain, sales, finance, and logistics teams, as well as expertise in ERP/CRM systems (SAP and Salesforce). The ideal candidate will be a strategic leader with proven experience in driving efficiency, managing escalations, and implementing best practices to enhance customer experience. Responsibilities Order Management & Fulfillment + Oversee the complete order-to-cash cycle, including order validation, backlog management, change orders, fulfillment coordination, and issue resolution. + Partner with supply chain, production, and logistics teams to ensure on-time delivery and resolve fulfillment issues. + Maintain accurate and complete order data in ERP/CRM systems (SAP and Salesforce). + Provide order status reports and customer insights to sales leadership and operations. + Develop and implement SOPs to streamline order management and improve service delivery. Customer Experience & Collaboration + Ensure high standards of customer satisfaction through timely resolution of inquiries and issues across all sales channels. + Handle escalations and resolve order-related customer issues effectively. + Communicate with external partners throughout the supply chain to ensure on-time delivery. + Collaborate internally with sales, product engineering, finance, credit, factories, and warehouses to meet customer requirements. + Maintain knowledge of products, services, policies, and procedures. + Determine best methods to achieve customer satisfaction while adhering to company policies. Process Improvement & Adaptability + Leverage technology to enhance customer experience and streamline internal processes. + Adapt quickly to changing customer expectations, technologies, and market conditions. + Recommend and implement ideas for improvement to achieve work efficiencies. + Establish and drive industry-leading KPIs, using data to identify improvement opportunities. Qualifications Basic Qualifications + Education: Business Administration degree or equivalent work experience preferred. + Experience: Minimum 7 years of relevant sales/administrative management support; prior front-line business experience preferred. + Strong knowledge of ERP and CRM systems (SAP and Salesforce). + Advanced PC skills (Word, Outlook, PowerPoint) and advanced Excel proficiency. Key Competencies Leadership & Team Development + Extensive experience in customer satisfaction management, team development, and process optimization. + Skilled in managing diverse teams, including remote or multi-location staff. + Ability to lead and inspire teams through change and transition. Collaboration & Communication + Proven ability to collaborate effectively across multiple departments. + Strong interpersonal, communication, and conflict-resolution skills. + Skilled in managing high volumes of email requests efficiently. Operational Excellence & Innovation + Track record of improving order accuracy, fulfillment time, and customer satisfaction. + Proficient in identifying and expediting critical issues for timely resolution. + Knowledgeable in Lean, Six Sigma, and process improvement methodologies. + Forward-thinking with a focus on integrating AI and enhancing leadership. Benefits & Perks u2013 Whatu2019s In It For You Panasonic is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, social, and environmental health. Hereu2019s what you can expect: + Health Benefits u2013 Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options. + Voluntary Benefits u2013 Life, accident, critical illness, disability, legal, identity theft, and pet insurance. + Panasonic Retirement Savings & Investment Plan (PRSIP) u2013 401(k) plan with company matching contributions and immediate vesting. + Paid Time-Off Benefits u2013 Vacation, holidays, personal days, sick leave, volunteer, and parental & caregiver leave. + Educational Assistance u2013 Tuition reimbursement for job-related courses after six months of service. + Health Management and Wellbeing Programs u2013Lifestyle Spending Account, EAP, virtual health management, chronic condition, neurodiversity, tobacco cessation, substance abuse support, and life stage and fertility resources. Available to eligible employees starting the first day of the month following your start date. Eligibility for each benefit may vary based on employment status, location, and length of service. We Take Opportunity Seriously: At Panasonic, we are committed to a workplace that genuinely fosters inclusion and belonging. Fairness and Honesty have been part of our core values for more than 100 years and we are proud of our diverse culture as an equal opportunity employer. The salary range listed below is just one component of Panasonicu2019s total package. Actual compensation varies depending on the individualu2019s knowledge, skills, experience, and location. This role may be eligible for discretionary bonuses and incentives. The minimum hourly wage for this role will be the greater of the posted range, or minimum wage for the location where the employee will be working, subject to local minimum wage requirements. We understand that your career search may look different than others and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience. If you are actively looking or starting to explore new opportunities, send us your application _Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristic protected by law. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation._ _Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S._ Salary Range $105,000 - $120,000 + Bonus REQ-152494

Created: 2026-01-26