Director, Customer Operations & Experience

Formulated Solutions; Largo (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Formulated Solutions in Largo, FL seeks a Director of Customer Operations to lead customer service and order management across sites. You will own the customer experience from order entry to post‑shipment follow-up, building consistent processes, capable teams, and clear performance metrics in a regulated contract manufacturing environment.

As the customer-facing link among Commercial, Planning, Operations, Logistics, Quality, and Finance, you will ensure timely decisions, visibility of customer

Qualifications

• Bachelor's degree in business, operations, supply chain, or a related field.
• At least 8 years of progressive experience in customer service, customer operations, or a related function with leadership experience.
• Experience supporting complex B2B manufacturing customers and resolving service issues across functions.
• Ability to build processes, coach managers and staff, and improve service outcomes across sites.
• Strong knowledge of order-to-cash workflows and ERP systems; analyze service data and dashboards.
• Clear written and verbal communication and change leadership skills.
• Ability to travel <15%.

Responsibilities

• Lead customer service teams across sites; establish common standards for order entry, confirmation, change management, inquiries, and documentation.
• Oversee ERP updates for sales order changes and cancellations; reconcile with Planning, Finance, and accounts teams.
• Maintain escalation paths for delays, shortages, and service failures; coordinate recovery plans.
• Partner with Commercial to support key customer relationships, launches, and demand changes while ensuring commitments reflect confirmed capability.
• Direct key account managers in quarterly business reviews and align service metrics with Commercial for major customers.

Skills

Leadership

Customer service

Cross-functional collaboration

Analytical skills

Education

Bachelor's degree in business, operations, supply chain or related field

Tools

NetSuite

ERP systems

Job description

Formulated Solutions in Largo, FL seeks a Director of Customer Operations to lead customer service and order management across sites. You will own the customer experience from order entry to post‑shipment follow-up, building consistent processes, capable teams, and clear performance metrics in a regulated contract manufacturing environment.

As the customer-facing link among Commercial, Planning, Operations, Logistics, Quality, and Finance, you will ensure timely decisions, visibility of customer