Customer Operations Manager

Jobtailor; North Carolina; On-site; USD 85,000 - 110,000; Full time

Job summary

Jobtailor in North Carolina seeks an experienced Escalations and Logistics Specialist to own end-to-end resolution of high-profile issues and guide cross-functional teams. You will analyze KPIs, coordinate with vendors, and present executive-level summaries to customers.

The role emphasizes strong communication, SLA governance, and the ability to drive process improvements across complex logistics operations. Prior PMP/CAPM and bilingual skills are a plus.

Qualifications

• Bachelor’s degree in Business, Supply Chain, Logistics, or related field (or equivalent professional experience).
• Minimum of 3 years of experience in customer service support, order management, or operations management.
• Demonstrated experience managing complex, fast-paced operational environments with time-sensitive decision-making.
• Proven experience analyzing operational KPIs and backlog trends to drive improvements and resolve systemic issues.
• Professional proficiency in English with clear written and verbal communication.
• Spanish proficiency preferred to support regional needs.
• Excellent communication and influence skills; experience with executive-level content preferred.
• Experience in team management and supporting external vendors preferred.
• Subject matter expertise in cross-regional escalation teams preferred.

Responsibilities

• Manage end-to-end resolution of high-profile escalations and service delivery issues.
• Serve as SME to guide logistics processes, RMA flows, and SLAs.
• Analyze KPIs and backlog trends to proactively identify and resolve systemic disruptions.
• Coordinate with internal teams and external vendors to review RCA and implement actions.
• Represent the organization in customer meetings with executive-level summaries and professional communication.

Skills

Logistics processes

RMA flows

Service level agreements

Root cause analysis

Operational improvement

Order management

Escalation management

Time-sensitive decision-making

Backlog trend analysis

Cross-functional collaboration

Strong communication

Influence skills

Team management

Education

Bachelor’s degree in Business, Supply Chain, Logistics, or related field

Project Management Professional (PMP)

Certified Associate in Project Management (CAPM)

Tools

PMP tools

Job description

• Manage the end-to-end resolution of critical, high-profile escalations and service delivery issues
• Serve as a Subject Matter Expert (SME) to provide guidance on logistics processes, RMA flows, and Service Level Agreements
• Analyze operational KPIs and backlog trends to proactively identify and resolve systemic supply chain disruptions
• Coordinate with internal teams and external vendors (TPM/TPL/LSC) to review Root Cause Analysis (RCA) and implement corrective actions
• Represent the organization in customer meetings, providing executive-level summaries and ensuring clear, professional communication

Requirements

• Bachelor’s degree in Business, Supply Chain, Logistics, or a related field, or equivalent professional experience
• Minimum of 3 years of experience in customer service support, order management, or operations management
• Demonstrated experience managing complex, fast-paced operational environments with direct accountability for time-sensitive decision-making
• Proven experience analyzing operational KPIs and backlog trends to drive process improvements and resolve systemic issues
• Professional proficiency in English, with the ability to communicate complex information clearly in both written and verbal formats
• Professional project management certification (e.g., PMP, CAPM, or equivalent) preferred
• Spanish language proficiency to support regional and theatre-specific customer needs preferred
• Strong communication and influence skills, with experience producing executive-level content preferred
• Experience in team management and supporting external vendors preferred
• Subject matter expertise in supporting and working with cross-functional teams across different regions or complex escalation teams preferred

Core Competencies

Demonstrates expertise in managing complex operational environments, analyzing KPIs, and driving process improvements while effectively communicating with stakeholders. Proficient in logistics processes and service delivery, with a focus on customer service and team management.

Highest-signal resume keywords

• Bachelor’s Degree In Business
• Customer Service Support Experience
• Operational KPI Analysis
• Project Management Certification
• Spanish Language Proficiency

ATS Optimization Keywords

Hard Skills

• Logistics Processes
• RMA Flows
• Service Level Agreements
• Root Cause Analysis
• Operational Improvement
• Order Management
• Escalation Management
• Time-Sensitive Decision-Making
• Backlog Trend Analysis
• Cross-Functional Team Collaboration

Soft Skills

• Strong Communication Skills
• Influence Skills
• Professional Communication
• Team Management

Certifications & Qualifications

• Project Management Professional (PMP)
• Certified Associate in Project Management (CAPM)

Industry Keywords

• Supply Chain
• Operations Management
• Customer Meetings
• Executive-Level Summaries
• Service Delivery Issues