Senior Manager

Job Title: Senior Manager, Customer OperationsWe are seeking a seasoned senior manager to lead our customer operations team.The ideal candidate will possess exceptional leadership skills, extensive knowledge of customer operations, and the ability to drive process improvements.- Key Responsibilities:- Lead and optimize the order-to-activation process, ensuring seamless integration between hardware logistics and SaaS activation.- 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 Management- Serve 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 Collaboration- Partner 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 & Analysis- Own 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 Excellence- Lead 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 Leadership- Lead, 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.Qualifications- 6–10 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.