Manager, Customer Operations

Integer Holdings; Hudson (MA); On-site; USD 95,700 - 140,360; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

Adoption benefits

401(k) with company match

Paid holidays

Paid time off

Job summary

Integer Holdings is seeking a Senior Leader to manage the Customer Operations Specialist team, driving customer advocacy and rapid resolution of issues across Operations, Planning, Engineering, Quality and Sales. The role partners with Sales to ensure service excellence for factory direct and enterprise accounts.

The Site Leadership Team member will champion customer voice, build unconstrained unit forecasts for S&OP, and ensure processes like quoting and order management are executed

Qualifications

• Bachelor's degree in business or related field preferred.
• 7+ years' experience in medical device or related field.

Responsibilities

• Lead and develop the Customer Operations Specialist team to drive performance.
• Collaborate with Operations, Planning, Engineering, Quality and Sales to meet customer needs with speed and accuracy.
• Act as site-based customer champion and drive the S&OP forecast.
• Partner with Sales and Customer Success for Enterprise accounts to strengthen long-term relationships.
• Establish and monitor KPIs like Order Acknowledgement Cycle Time and Quote Cycle Time to drive improvement.

Skills

Sales acumen

Service mindset

Medical device experience

Communication (verbal & written)

Organizational skills

Multitasking

Problem solving

Microsoft Office

Oracle/SAP knowledge

Education

Bachelor's degree in business or related field

Tools

Oracle

SAP

Job description

What you will do in this role:

The primary purpose of this position is to manage professional employees as well as be accountable for the performance of the Customer Operations Specialist team, providing leadership, direction, and solution-oriented thinking to team, peers, and/or customers.

This position will ensure advocacy for the customer and work closely with Operations, Planning, Engineering, Quality, and Sales to provide solutions that fulfill our customers' needs with speed, accuracy, and exceptional communication. This position will work directly with "factory direct" customers to support their quoting, order entry, and general service needs, while assisting in the support of the Customer Success Enterprise accounts to enhance their overall Customer Experience with Integer and help drive long term relationships with Integer Enterprise customers.

The manager will be a member of the Site Leadership Team and a key partner with the Director of Operations. The primary purpose of this job is to act as the site based customer champion and develop the unconstrained unit forecast for the S&OP process.

Accountabilities & Responsibilities:

• Adheres to Integer's Values and all safety, environmental, security and quality requirements including, but not limited to: Quality Management Systems (QMS), Safety, Environmental and Security Management Systems, U.S. Food and Drug Administration (FDA) regulations, company policies and operating procedures, and other regulatory requirements.
• Manages professionals and employees, providing leadership, guidance, prioritization, and training to ensure strong team performance aligned with policies and procedures. Accountable for team results and adherence to ISO certification requirements; participates in audits as required.
• Decisions are guided by policies, procedures and business plan.
• Champions the voice of the customer as part of the Site Leadership Team, working to instill a culture of customer advocacy across the facility.
• Represents Integer and the site to the customer and Sales as appropriate in conjunction with customer communication, visits and issue resolution.
• Partners cross-functionally to meet goals and drive results with Customers and Sales organization to meet customer requirements and grow sales.
• Develops innovative solutions and fosters customer relationships by working directly with Factory Direct customers and partnering with Sales and/or Customer Success Enterprise for Corporate, Strategic and Multi-Site customers.
• Communicates and collaborates effectively across functions with Sales, Customer Success, Planning, Operations, and Purchasing to meet customer needs including change requests, order expedites, and item-specific requirements.
• Provides strategic input to business planning, aligning to the annual and monthly forecasting process and supporting data reconciliation with the facility forecast.
• Supports operational excellence by supporting Customer Success group with information needs for contract review, order entry and confirmation process.
• Leverages data for business insights by provides data for Quarterly Business Reviews and participate in reviews
• Drives operational excellence by ensuring Customer Operations processes, such as quoting (Repeat, Standard, and New Product), order management, and communication timelines, are executed accurately and efficiently.
• Develops and manages sales goals for Factory Direct customers and identifies cross-facility sales opportunities through collaboration with other sites.
• Guides and influences effectively internal stakeholders (Sales, Customer Success) to understand customer requirements and demonstrate responsiveness in all interactions.
• Applies understanding of how own team contributes to achievement of business results.
• Establishes and monitors key performance metrics such as Order Acknowledgement Cycle Time and Quote Cycle Time to drive continuous improvement and customer satisfaction.
• Ensures adherence to ISO certification requirements and participates in customer service-related audits (e.g., Quality, Finance, Customer).
• Performs other duties as required.

Education & Experience:

• Minimum Education: Bachelor's degree in business or a related field preferred.
• Minimum Experience: 7+ years' experience in medical device or related field.

Knowledge & Skills:

• Special Skills:
  • Sales and service acumen.
  • Medical Device Manufacturing experience preferred.
  • Experience reading and understanding design drawings and specifications preferred.
  • Ability to communicate effectively across the organization throughout all levels both verbally and written.
  • Ability to work independently as well as within a team.
  • Demonstrated ability to be organized and adaptable to meet business deadlines in a dynamic environment.
  • Customer focused, highly organized and able to manage multiple tasks simultaneously.
  • Extreme responsiveness and resilient.
  • Good problem solving skills.
• Strong computer skills (Microsoft Office products).
• Specialized Knowledge: Experience with Oracle and/or SAP is a plus

Salary Range:

Salary Range: $95,700 - $140,360

Our total rewards program is designed to attract, retain, and motivate associates to contribute to Integer's success. Our compensation program includes base salary and a cash-based incentive program supporting our pay-for-performance philosophy. We provide a comprehensive benefits package with immediate eligibility including medical, dental, vision, disability, life insurance, and adoption benefits. Parental leave is available after one year. Optional employee-paid programs include supplemental life insurance, critical illness, hospital indemnity and accident insurance. Employees are immediately eligible to participate in the 401(k) plan with company matching contributions. We provide 80 hours (10 days) of company designated holidays per year plus an annual allotment of paid time off.

U.S. Applicants: Equal Opportunity Employer. In addition, veterans and individuals with disabilities are encouraged to apply.