Customer Experience & Operations Leader

AG Express Electronics Inc; Marquisville (IA); On-site; USD 90,000 - 135,000; Full time

Benefits offered by this job

ESOP - Employee Stock Ownership Plan

Safe Harbor 401(k) with 3% company con

Profit sharing program

Job summary

Ag Express Electronics is seeking a Customer Operations Manager to lead customer-facing operations from Des Moines, IA. You will oversee the Product Sales Specialist and Product Support teams, drive operational excellence, and optimize orders and RMAs to deliver exceptional customer experiences.

The role emphasizes coaching, process improvement, and data-driven leadership to support revenue growth, satisfaction, and efficiency across the organization.

Qualifications

• Associate's degree in Business, Operations Management, Supply Chain, or related field; Bachelor's degree preferred.
• 5+ years of progressive customer service, operations, or customer support leadership experience.
• 3+ years supervising or managing employees.
• Experience improving operational processes, implementing performance metrics, and project management.
• Experience within electronics manufacturing, repair services, industrial distribution, agricultural equipment, or related industries.
• Proven experience managing customer support metrics and SLAs.
• Lean Six Sigma Certification preferred.

Responsibilities

• Champion an exceptional customer experience across all interactions.
• Monitor customer satisfaction and drive improvement initiatives.
• Communicate quotations, orders, repair status, shipping, warranty issues, and RMAs promptly.
• Develop service standards and response expectations for internal and external customers.
• Develop and improve customer service processes, workflows, and procedures.
• Lead Lean and continuous improvement initiatives within customer operations.
• Oversee order lifecycle and RMAs, improving visibility and turnaround times.
• Track KPIs and analyze data to support decision making.

Skills

Organizational mastery

Communication skills

Analytical thinking

Change leadership

Cross-functional collaboration

Coaching & mentoring

Education

Associate's degree in Business/Operations/Supply Chain

Bachelor's degree preferred

Tools

Acumatica ERP

Microsoft 365

Job description

Ag Express Electronics is seeking a Customer Operations Manager to lead customer-facing operations from Des Moines, IA. You will oversee the Product Sales Specialist and Product Support teams, drive operational excellence, and optimize orders and RMAs to deliver exceptional customer experiences.

The role emphasizes coaching, process improvement, and data-driven leadership to support revenue growth, satisfaction, and efficiency across the organization.