Customer Success & Repair Operations Lead

Matrix Design Group; Newburgh (IN); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

First day coverage of all benefits -no

Premium free medical, dental andVision

On-site health clinic

Basic Life (2x annual base salary)

401(k) Plan with up to an 8% company

Educational Reimbursement Program

Esports Room

Job summary

Matrix Design Group seeks a Customer Success Manager to lead repair and RMA operations from receipt to return at its home office in Newburgh, IN. You will drive prioritization, standardize processes, and ensure timely, traceable handling of customer property while coordinating with Engineering, Operations, and Sales.

You will lead a team, monitor performance, and deliver actionable failure data to support product improvements and health monitoring.

Qualifications

• High school diploma or equivalent; post-secondary education preferred.
• Significant repair operations, RMA, customer support, customer success, or related field experience.
• Leadership or supervisory experience, including managing priorities, workflows, and team accountability.
• Experience with industrial, mining, or technical products is highly desirable.
• Experience using operational and failure data to identify trends, improve processes, or support product decisions is preferred.
• Strong people leadership, coaching, accountability, and decision-making skills.

Responsibilities

• Lead and develop the Customer Success and repair operations team across customer service, order processing, repair, logistics, and RMA support roles.
• Set priorities, assign ownership, and ensure quality, responsiveness, documentation and completion.
• Monitor workload, aging work, and bottlenecks; intervene to protect commitments.
• Establish standard work and ensure compliance with processes.
• Own end-to-end flow of customer property from receipt through return.

Skills

Leadership

Coaching

Accountability

Analytical skills

Communication

Organization

Problem-solving

Conflict-resolution

Education

High school diploma or equivalent

Job description

Matrix Design Group seeks a Customer Success Manager to lead repair and RMA operations from receipt to return at its home office in Newburgh, IN. You will drive prioritization, standardize processes, and ensure timely, traceable handling of customer property while coordinating with Engineering, Operations, and Sales.

You will lead a team, monitor performance, and deliver actionable failure data to support product improvements and health monitoring.