After Sales Manager

Jobtailor; Wilmington (MA); On-site; USD 120,000 - 180,000; Full time

Job summary

Jobtailor is seeking a Senior Manager for After-Sales Operations in Massachusetts to lead warranty management and performance initiatives. The role partners with Service Operations, Supply Chain, and leadership to drive operational excellence and scalable processes.

The ideal candidate has 8+ years in service/aftermarket operations, strong PM skills, and a track record of cross-functional change. On-site in Wilmington, MA with broad visibility into customer experience improvements.

Qualifications

• Bachelor's degree in Business, Operations, Supply Chain, Engineering, Finance, or related field.
• 8+ years in service operations, warranty or aftermarket operations, or related environments.
• Prior people leadership experience preferred.
• Experience implementing scalable processes, governance, and performance systems.
• Proven PM experience leading cross-functional initiatives and organizational change.
• Strong problem-solving and analytical skills with customer-facing experience.

Responsibilities

• Serve as SME in after-sales, warranty management, and operational best practices.
• Lead development and implementation of scalable processes, governance, and tracking methods.
• Partner with Service Operations, Supply Chain, Procurement, and leadership to drive excellence.
• Identify challenges, perform root cause analysis, and lead improvement initiatives.
• Lead cross-functional projects focused on process improvement and scalability.
• Develop metrics, reporting, and dashboards for warranty, service, supplier claims, and support.
• Present insights and recommendations to senior leadership.
• Support forecasting, budgeting, and planning for after-sales operations.
• Build strong partnerships with stakeholders to drive effective solutions.

Skills

After-Sales Operations

Warranty Management

Operational Performance Metrics

Project Management

Cross-Functional Collaboration

Education

Bachelor's degree

Tools

Reporting Dashboards

Operational Tracking Methodologies

Job description

• Serve as a subject matter expert in after-sales operations, warranty management, and operational performance best practices.
• Lead the development and implementation of scalable business processes, governance frameworks, and operational tracking methodologies supporting service and warranty operations.
• Partner closely with Service Operations, Supply Chain, Procurement, customer-facing teams, and leadership to drive operational excellence and business performance.
• Identify operational challenges, perform root cause analysis, and lead problem-solving initiatives that improve service delivery, customer experience, and organizational effectiveness.
• Lead cross-functional projects and strategic initiatives focused on process improvement, operational efficiency, scalability, and continuous improvement.
• Develop operational and business performance metrics, reporting, and dashboards that provide visibility into warranty, service, supplier claim, and customer support activities.
• Present business insights, operational recommendations, and performance updates to senior leadership and executive stakeholders.
• Support forecasting, budgeting, operational analytics, and business planning activities related to after-sales operations.
• Build strong partnerships with internal and external stakeholders to understand business needs and drive effective solutions.

Requirements

• Bachelor’s degree in Business, Operations, Supply Chain, Engineering, Finance, or a related field.
• Minimum of 8 years of experience in service operations, warranty management, aftermarket operations, customer support operations, manufacturing operations, operational finance, or related business environments.
• Prior people leadership experience preferred
• Demonstrated experience implementing scalable business processes, operational governance frameworks, and performance management systems.
• Proven project management experience leading complex cross-functional initiatives and driving organizational change.
• Strong operational problem-solving skills with the ability to analyze complex business issues and implement practical solutions.
• Experience supporting business planning, operational reporting, forecasting, or operational finance activities strongly preferred.
• Experience working directly with customers or customer-facing teams and understanding customer service operations.
• Demonstrated ability to communicate effectively with executive leadership and influence decision-making across multiple stakeholder groups.
• Strong business acumen, analytical capabilities, and cross-functional collaboration skills.

Core Competencies

Expertise in after-sales operations and warranty management, with a strong focus on developing scalable business processes and operational performance metrics. Proven ability to lead cross-functional projects and communicate effectively with executive leadership to drive operational excellence.

Highest-signal resume keywords

• After-Sales Operations
• Warranty Management
• Operational Performance Metrics
• Project Management
• Cross-Functional Collaboration

ATS Optimization Keywords

Hard Skills

• Business Process Development
• Operational Governance Frameworks
• Performance Management Systems
• Operational Analytics
• Forecasting
• Budgeting
• Root Cause Analysis
• Service Delivery Improvement
• Customer Support Operations
• Operational Finance

Soft Skills

• Problem-Solving
• Communication
• Influencing Decision-Making
• Analytical Capabilities
• Business Acumen

Industry Keywords

• Service Operations
• Supply Chain
• Procurement
• Customer Experience
• Organizational Effectiveness
• Manufacturing Operations
• Aftermarket Operations

Tools & Technologies

• Reporting Dashboards
• Operational Tracking Methodologies