Consumer Customer Support Manager

Bridgestone Americas; United States; On-site; USD 85,000 - 120,000; Full time

Job summary

Bridgestone Americas is seeking a Consumer Customer Support Manager to lead the Consumer Order Management teams, partnering with Sales, Supply Chain and Distribution to optimize shipments and improve customer satisfaction. The role emphasizes KPI-driven performance, team development, and high-quality service across wholesale, strategic accounts, and club channels.

You will drive operational execution, resolve backorders, and coordinate cross-functionally during peak seasons to balance service

Qualifications

• Bachelor’s degree or 6+ years of relevant experience.
• 3–5 years of leadership or management experience.
• 5+ years in a customer-facing role.
• Proficiency with SAP, Tableau, and Microsoft Office Suite.
• Strong communication, problem-solving, and cross-functional leadership skills.
• Automotive or tire industry experience preferred.

Responsibilities

• Lead daily order management, customer support, and shipment execution activities.
• Provide visibility into order flow within SAP and remove barriers to ensure timely processing.
• Identify opportunities for operational improvements and drive execution.
• Partner with team members to resolve backorders and improve order fill rates.
• Support new product transitions to ensure minimal disruption to customers.
• Improve responsiveness and communication across phone and email channels.
• Maximize shipments in alignment with monthly forecasts, annual plans, and growth targets.
• Lead cross-functional coordination during peak seasons to balance service levels and costs.
• Work closely with Sales, Supply Chain, and Distribution teams to align on priorities.
• Engage key customers to review performance metrics and identify improvement opportunities.
• Establish and maintain standards, policies, and best practices for consistent execution.
• Monitor KPIs and leverage data to drive decision-making and continuous improvement.
• Recruit, hire, and develop a high-performing team.
• Create and manage development plans and provide coaching and performance feedback.
• Partner with peer managers to promote consistency and share best practices.

Skills

Leadership

Communication

Cross-functional leadership

Education

Bachelor’s degree or equivalent

Tools

SAP

Tableau

Microsoft Office

Job description

Company Overview

Bridgestone Americas, Inc. (BSAM), headquartered in Nashville, Tennessee, and Bridgestone Europe, Middle East and Africa (BSEMEA), headquartered in Brussels, Belgium, operate collectively as a “Bridgestone West” strategic region. This region services the strategic business needs of teams across the Americas, Europe, Middle East and Africa. BSAM and BSEMEA are subsidiaries of Bridgestone Corporation, globally headquartered in Japan. Bridgestone and its subsidiaries develop, manufacture and market a wide range of Bridgestone, Firestone and associate brand products and solutions to address the needs of a broad range of customers and industries.

Job Category

Customer Support

Position Summary

The Consumer Customer Support Manager leads the Consumer Order Management teams supporting Wholesale, Strategic Accounts, and Club Channels. This role partners closely with Sales, Supply Chain, and Distribution Center teams to ensure efficient order flow and optimize shipments in line with forecasts and business goals.

The manager is responsible for driving performance through key performance indicators (KPIs), enhancing customer satisfaction, and leading continuous improvement initiatives. A strong emphasis is placed on team development, operational execution, and delivering a high-quality customer experience.

Responsibilities

Team Leadership & Operations

• Lead daily order management, customer support, and shipment execution activities.
• Provide visibility into order flow within SAP and remove barriers to ensure timely processing.
• Identify opportunities for operational improvements and drive execution.

Customer Experience

• Partner with team members to resolve backorders and improve order fill rates.
• Support new product transitions to ensure minimal disruption to customers.
• Improve responsiveness and communication across phone and email channels.

Shipment & Performance Management

• Maximize shipments in alignment with monthly forecasts, annual plans, and growth targets.
• Lead cross-functional coordination during peak seasons (e.g., winter tire demand) to balance service levels and transportation costs.

Cross-Functional Collaboration

• Work closely with Sales, Supply Chain, and Distribution teams to align on priorities.
• Engage key customers to review performance metrics and identify improvement opportunities.

Process Improvement & Standards

• Establish and maintain standards, policies, and best practices for consistent execution.
• Monitor KPIs and leverage data to drive decision-making and continuous improvement.

People Leadership & Development

• Recruit, hire, and develop a high-performing team.
• Create and manage individual development plans aligned with business objectives.
• Provide ongoing coaching, feedback, and performance management.

Team Collaboration

• Partner with peer managers to promote consistency, share best practices, and support overall team success.

Minimum Qualifications

• Bachelor’s degree or 6+ years of relevant experience
• 3–5 years of leadership or management experience
• 5+ years in a customer-facing role
• Proven ability to develop teams and drive performance
• Proficiency with SAP, Tableau, and Microsoft Office Suite
• Strong communication, problem-solving, and cross-functional leadership skills
• Automotive or tire industry experience preferred

At Bridgestone, you are Free to Be

We believe people can only provide superior service and quality to others when they feel safe bringing their chosen version of themselves to work. We believe in championing all perspectives, individuals and teams because we understand the importance of seeing the world and our business through many different lenses. So, show us what you are made of, because who you are is what we need.

What we offer

At Bridgestone, what really matters is to foster co-creation opportunities and empowering you to be creative and curious to make mobility safer, more efficient, and more sustainable for future generations. Whatever role you fill, when you represent Bridgestone, you are a valued teammate, and part of our larger mission to “Serve Society with Superior Quality”, for that, we offer you more than just a competitive compensation; we will provide you:

• A supportive and engaging onboarding experience to ensure a smooth transition into our team.
• The opportunity to develop and grow, through training and regular mentorship.
• Corporate Social Responsibility activities.
• A truly global, dynamic and challenging work environment.
• Agility and work/life effectiveness and your long-term well-being.
• An effective and inclusive team.

Bridgestone is proud to be an Equal Employment Opportunity employer. It is our policy to consider all individuals for employment based on their unique merit and without regard to age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.

Employment Eligibility

If hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.