Senior Manager Customer Operations

Job Title: Senior Manager, Customer Operations

Location
: San Andrés Cholula, Puebla

Company
: Decklar

Workplace type
: Onsite

Join 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 Overview

The
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. The ideal candidate thrives in a fast-paced, data-driven environment and can influence across multiple departments to achieve operational success.

Key Responsibilities

Customer Operations Management

• 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.

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 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.

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

Required Experience:

• 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.

Preferred Experience:

• Bachelor'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 Competencies

• Strong 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 Metrics

• Improvement in
  On-Time Delivery (OTD)
  and
  Order Accuracy Rate
• Reduction in
  RMA/Return Rate
  and
  Cycle Times
• Accuracy of
  Billing and Revenue 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 happen

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