Senior Operations Manager

Job DescriptionWe are seeking a seasoned Senior Manager to spearhead our Customer Operations.This individual will be responsible for overseeing the entire customer operational lifecycle, from order entry and inventory allocation to fulfillment, billing accuracy, and post-delivery support.This role requires deep operational and analytical expertise combined with customer-facing acumen to balance internal process excellence with external relationship management.The ideal candidate thrives in a fast-paced, data-driven environment and can influence across multiple departments to achieve operational success.Lead 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.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 communicate performance, 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.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.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.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.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.To be considered for this role, you should have 6–10 years of progressive experience in Customer Operations, Supply Chain, or Order Fulfillment roles within IoT, GPS tracking, or SaaS-enabled hardware businesses.Required qualifications include : - A proven track record of 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.BenefitsYou will have opportunities to grow professionally and make significant contributions to the company's success.Your work will directly impact the growth and satisfaction of our customers.#J-*****-Ljbffr