Senior Manager Customer Operations

Job Title : Senior Manager, Customer OperationsLocation : San Andrés Cholula, PueblaCompany : DecklarWorkplace type : OnsiteJoin Decklar – Where Innovation Meets Impact.At Decklar, we're redefining how the world makes decisions.Our AI-driven Decision Intelligence platform and purpose-built IoT sensors are transforming supply chains, logistics, and industrial operations across the globe.What drives us isn't just technology—it's people who lead with purpose, solve real-world problems, and thrive in environments where ideas turn into action.As we expand our global footprint, Puebla is becoming a cornerstone of our innovation and execution network —a place where engineering excellence meets customer success.About Decklar : Decklar is a global Decision Intelligence company transforming how enterprises gain visibility, insight, and control over their supply chains and operational assets.Through our AI-driven platform and purpose-built IoT sensors, Decklar enables real-time decision-making across industries such as logistics, manufacturing, pharmaceuticals, and energy.Role OverviewThe Senior Manager, Customer Operations is a key leadership role responsible for overseeing the full customer operational lifecycle — from order entry and inventory allocation to fulfillment, billing accuracy, and post-delivery support.This individual ensures seamless integration between hardware logistics and SaaS activation, driving a consistent and high-quality customer experience across all stages of engagement.The role requires deep operational and analytical expertise combined with customer-facing acumen to balance internal process excellence with external relationship management.Key ResponsibilitiesCustomer Operations ManagementLead and optimize the order-to-activation process, including order intake, inventory allocation, hardware shipment, and software service enablement.Ensure accurate and timely order fulfillment, device provisioning, and synchronization with customer subscription start dates.Manage and improve billing and invoicing accuracy in coordination with Finance, ensuring hardware and SaaS billing alignment.Oversee RMA, returns, and recirculation programs to maximize hardware utilization and reduce inventory waste.Maintain and enforce service-level agreements (SLAs) and ensure operational KPIs are met or exceeded.Customer Relationship & Escalation ManagementServe as the operational liaison for key enterprise and channel clients—ensuring timely resolution of delivery, activation, or service issues.Develop and maintain strong relationships with customer leadership teams; proactively communicateperformance, forecasts, and improvement plans.Manage exception handling and escalations with urgency, ownership, and clarity.Participate in quarterly business reviews (QBRs) and provide operational insights to strengthen client trust and retention.Cross-Functional CollaborationPartner with Supply Chain, Manufacturing, and Logistics to ensure alignment between production forecasts, demand planning, and delivery schedules.Collaborate with Customer Success and Product teams to ensure operational readiness for new product launches and firmware updates.Work closely with Finance and FP&A to forecast cost-to-serve, hardware recovery, and revenue recognition timelines.Serve as a key contributor in executive operations reviews—presenting data-driven insights and recommendations.Data, Reporting & AnalysisOwn and maintain all Customer Operations KPIs, including on-time delivery (OTD), order accuracy, billing accuracy, return rate, and device recirculation velocity.Leverage analytics to identify operational bottlenecks, forecast hardware utilization, and recommend process optimizations.Develop and distribute weekly and monthly performance dashboards for leadership visibility.Drive accountability across internal teams using metrics-based performance management.Process Improvement & Operational ExcellenceLead continuous improvement initiatives to streamline workflows, enhance automation, and eliminate inefficiencies across the order-to-cash process.Implement standardized SOPs, process documentation, and best practices across global operations teams.Champion data integrity and process compliance within ERP, CRM, and fulfillment systems.Evaluate and implement tools or technology enhancements to improve customer operations visibility and scalability.Team LeadershipLead, coach, and develop a team of Customer Operations and Order Management professionals.Foster a culture of accountability, operational excellence, and customer obsession.Collaborate with HR and leadership to define performance metrics, succession planning, and career development paths.QualificationsRequired Experience6–10 years of progressive experience in Customer Operations, Supply Chain, or Order Fulfillment roles within IoT, GPS tracking, or SaaS-enabled hardware businesses.Proven success managing large-scale customer operations with high order volumes and complex fulfillment requirements.Deep understanding of hardware/software integration workflows, including device activation, SIM provisioning, and SaaS onboarding.Demonstrated proficiency in data analytics, forecasting, and KPI management; comfortable using Excel, SQL, and BI platforms (e.G., Tableau, Power BI).Strong command of ERP and CRM systems (NetSuite, Salesforce, SAP preferred).Experience leading process optimization or automation initiatives, ideally using Lean, Six Sigma, or Agile methodologies.Track record of building and managing relationships with enterprise-level clients and driving measurable service improvements.Excellent written, verbal, and executive presentation skills.Preferred ExperienceBachelor's degree in Business, Supply Chain Management, or Operations (MBA preferred).Background in hardware-as-a-service (HaaS) or recurring-revenue business models.Experience working with global logistics, 3PL partners, and reverse logistics programs.Familiarity with IoT data analytics, telematics platforms, or connectivity management systems.Experience managing cross-functional teams in a high-growth, venture-backed environment.Key CompetenciesStrong Business Acumen with Verbal & Written Fluency in English; Strategic Operational Leadership; Customer Centricity & Relationship Management; Data-Driven Decision Making; Supply Chain & Fulfillment Expertise; Continuous Improvement & Process Design; Cross-Functional Influence & Communication; Analytical and Financial Acumen; Executional Excellence and Accountability.Success MetricsImprovement in On-Time Delivery (OTD) and Order Accuracy Rate; Reduction in RMA / Return Rate and Cycle Times; Accuracy of Billing andRevenue Recognition; Growth in Customer Satisfaction (NPS) and Retention; Reduction in Operational Cost-to-Serve; Improved Hardware Recirculation Velocity.Read more about how Responsible Rebels at Decklar make great things happenagencies : We do not accept unsolicited agency resumes.#J-*****-Ljbffr