Customer Service Operations Manager

Salt; Chicago (IL); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Salt in Chicago, IL is seeking a Regional Customer Service Operations Manager to lead after-sales service for strategic accounts in a hybrid, client-facing role. You will drive service performance, build executive relationships, and oversee cross-functional teams to maximize system reliability.

Travel up to 50% will be required, with a focus on operational excellence and customer satisfaction across North American facilities.

Qualifications

• 7+ years in After Sales, Customer Service Operations, Technical Services, Field Service Management, Industrial Automation, Intralogistics, or Material Handling.
• Strong background managing key accounts and building executive-level customer relationships.
• Proven experience leading cross-functional service organizations in complex industrial environments.
• Strong analytical mindset with experience leveraging KPIs to improve customer performance and operational efficiency.

Responsibilities

• Serve as the primary operational partner for strategic key accounts, building strong, long-term customer relationships.
• Own the complete after-sales service experience, ensuring customers achieve maximum system performance and operational success.
• Lead regional service teams, including Resident Engineers, Field Service Engineers, Technical Support, and Service Coordinators.
• Manage customer escalations and proactively resolve complex operational and technical challenges.
• Review operational KPIs with customers, identify opportunities for improvement, and develop action plans that drive measurable results.

Skills

After-sales leadership

Customer service operations

Key accounts management

Cross-functional leadership

Operational analytics

Tools

SAP

Salesforce

Job description

Regional Customer Service Operations Manager

Location: Chicago, IL (Hybrid)

Travel: Up to 50%

We are partnering with a global leader in industrial automation to identify a Regional Customer Service Operations Manager who will serve as the primary operational leader for a portfolio of strategic key accounts. This position combines after-sales leadership, customer relationship management, and service operations, ensuring customers maximize the performance and reliability of their automated systems.

This is a highly client-facing role where success is measured by operational excellence, customer satisfaction, and the ability to build trusted partnerships with some of the company's most important customers.

What You'll Do

• Serve as the primary operational partner for strategic key accounts, building strong, long-term customer relationships.
• Own the complete after-sales service experience, ensuring customers achieve maximum system performance and operational success.
• Lead regional service teams, including Resident Engineers, Field Service Engineers, Technical Support, and Service Coordinators.
• Manage customer escalations and proactively resolve complex operational and technical challenges.
• Review operational KPIs with customers, identify opportunities for improvement, and develop action plans that drive measurable results.

What We're Looking For

• 7+ years of experience in After Sales, Customer Service Operations, Technical Services, Field Service Management, Industrial Automation, Intralogistics, or Material Handling.
• Strong background managing key accounts and building executive-level customer relationships.
• Proven experience leading cross-functional service organizations in complex industrial environments.
• Strong analytical mindset with experience leveraging KPIs to improve customer performance and operational efficiency..

Preferred Experience

• Warehouse Automation
• Robotics
• ASRS
• AGVs/LGVs
• Packaging Equipment
• Reliability Engineering
• PLCs or Industrial Controls
• SAP, Salesforce, or similar ERP/CRM platforms

Why Join?

Join a global organization at the forefront of industrial automation, where you'll play a critical role in shaping the customer experience after installation. You'll act as a trusted advisor to key customers, lead high-performing service teams, and directly influence operational performance across some of the most advanced automated manufacturing facilities in North America.