Customer Operations Manager

SupportFinity™; Seattle (WA); On-site; USD 104,030 - 155,839; Full time

Benefits offered by this job

RSU (Restricted Stock Units)

Fully-paid medical, dental, and vision insurance

Mental Health coverage

401(k) match

Flexible PTO

Job summary

SupportFinity™ in Seattle, WA is seeking a CUSTOMER OPERATIONS MANAGER to ensure the smooth management of customer orders and enhance operational processes. This role requires strong organizational and communication skills to monitor order statuses and collaborate with various teams for effective delivery management.

The ideal candidate should have over 5 years of experience in customer service or operations support in a manufacturing environment. We offer competitive pay ranging from $104,030 to $155,839 annually along with comprehensive benefits.

Qualifications

• 5+ years of experience in customer service, order management, or operations support in manufacturing or supply chain.
• Ability to manage competing priorities and coordinate across departments.
• Excellent communication skills and strong organizational abilities.

Responsibilities

• Serve as the primary point of contact for delivery inquiries from customers.
• Maintain and update sales orders in the ERP system.
• Monitor all open customer orders to ensure commitments are met.
• Coordinate with Production on build progress and manufacturing schedules.
• Process and manage Return Material Authorization (RMA) requests.

Skills

Salesforce CRM proficiency

ERP/MRP systems knowledge

Organizational skills

Cross-department coordination

Problem-solving skills

Education

BA Degree in Business Administration or equivalent

Tools

NetSuite

SAP

Oracle

Jira

Confluence

Job description

Radar Reinvented. Echodyne offers the world's first compact solid‑state true beam‑steering radar for a wide range of industries and applications. Our high‑performance radars work in all weather and are designed for autonomous vehicles, uncrewed aircraft & drones, and security of borders, critical infrastructure, and smart cities. The company combines the patented technology of metamaterials with powerful software to create a radar sensor with unprecedented performance at commercial price points. Echodyne offers its radars to companies working in Automotive, Transportation, Critical Infrastructure Protection, Border Security, Smart Cities, Uncrewed Aircraft Systems (UAS), and Airspace Management including Urban Air Mobility (UTM).

Echodyne is seeking a CUSTOMER OPERATIONS MANAGER to join our fast‑growing team.

Role Overview

In this role, you will be responsible for monitoring and coordination of open customer orders to ensure delivery commitments are met. Because this is a newly established role, the individual will play a key role in developing and improving processes related to order status communication, delivery management, and internal coordination. The role requires strong organizational skills, proactive communication, and the ability to gather information across multiple teams to support accurate order management. This role will report to the VP, Operations.

Responsibilities

Customer Communication & Order Support

• Serve as the primary point of contact for delivery inquiries and order status updates from the Sales team and customers
• Provide timely and accurate communication regarding order progress, delays, and expected ship dates.
• Proactively communicate potential delays or risks to committed ship dates.

Order Management

• Maintain and update sales orders in the ERP system when delivery dates change or orders become past due
• Adjust and reschedule orders based on production capacity and material availability
• Ensure order data accuracy including quantities, ship dates, and customer requirements.

Open Order Management

• Monitor all open customer orders to ensure delivery commitments are being met
• Identify past‑due or at‑risk orders and coordinate internally to determine recovery plans
• Communicate order status updates and delivery changes to the Sales team
• Maintain visibility of open orders and delivery performance across teams.

Cross‑Functional Coordination

• Work closely with Production teams to gather updates on build progress and manufacturing schedules.
• Coordinate with Supply Chain and Purchasing to obtain status on purchased materials and expected delivery dates.
• Consolidate production and supply updates to provide clear and consistent order status information to Sales.

RMA Management

• Process and manage Return Material Authorization (RMA) requests
• Coordinate with Quality, Operations, and Sales to ensure proper evaluation, return handling, and resolution.

Process Development & Continuous Improvement

• Help establish and document processes for managing delivery inquiries, order status updates, and internal communication workflows
• Identify opportunities to improve order visibility, response time, and cross‑functional coordination
• Develop tools, reports, or tracking methods to improve management of open orders and delivery commitments
• Support implementation of best practices for order management and customer communication.

Reporting & Tracking

• Maintain reporting and tracking tools for open orders, past‑due orders, and delivery commitments
• Support development of dashboards or reports to improve visibility of delivery performance
• Document customer communications and order updates for internal reference.

Required Skills / Experience

• Proficiency with Salesforce CRM, ERP/MRP systems (NetSuite, SAP, Oracle, or similar), and tools like Jira or Confluence
• Strong organizational, communication, and problem‑solving skills
• Ability to coordinate across multiple departments and manage competing priorities.

Desired Skills / Experience

• Experience supporting electronic hardware production scheduling or supply chain operations
• Familiarity with RMA processes and order fulfillment workflows
• Experience helping develop or improve operational processes
• Strong Excel or reporting skills.

Qualifications

• 5+ years of experience in customer service, order management, or operations support in a manufacturing or supply chain environment.
• BA Degree in Business Administration discipline (i.e. Business Administration, Management, Communications, Social Sciences, etc.) or industry/military equivalent experience demonstrating progressive customer service skills through progressive roles in the private sector or the military.

Echodyne's technology is export controlled by the U.S. Government and we must evaluate an applicant's eligibility to handle export‑controlled information or obtain required Government authorizations. Therefore, we will ask you as part of the application process to identify whether you are a U.S. Citizen or green card holder, or have asylum/refugee status in the U.S.

What We Offer

The pay range for this position is $104,030 - $155,839 annually.

This is an exempt role.

If your skills generally align but not perfectly, please apply anyway. There may be another role that's a great fit for you!

We offer competitive compensation and benefits to our full‑time, U.S.‑based employees, including:

• RSU (Restricted Stock Units)
• Generous Benefits:
  • Fully‑paid medical, dental, and vision insurance premiums for you
    • Choice of PPO or HDHP/HSA
    • Virtual Care – 98Point6
    • Employee Assistance Program
  • Mental Health coverage through Springhealth & Talkspace (Premera)
  • Travel Assistance Insurance
  • Company Paid Life Insurance
  • Company Paid Short & Long Term Disability
  • Flexible PTO (exempt) / 15 days per year (non‑exempt)
  • 401(k) match
  • Pet Insurance
  • Prepaid Legal Program
  • Commuter Benefits
  • Paid Company Holidays

All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, status as a protected veteran or any other characteristic protected by law.