Manager, Customer Operations

DSJ Global; Parsons (KS); On-site; USD 110,000 - 150,000; Full time

Job summary

DSJ Global in Parsons, KS, seeks a Manager, Customer Operations to lead a critical aftermarket parts and customer support function within a global industrial manufacturing setting. The role oversees orders, dealer relationships, logistics, and team development to drive service excellence and profitability.

The ideal candidate will bring 5+ years of leadership in customer operations, a strong track record in improving processes, and the ability to collaborate across sales, engineering,

Qualifications

• 5+ years of leadership experience in customer operations or related functions.
• Experience leading teams and developing employees.
• Experience managing customer-facing operations in a B2B environment.
• Ability to analyze data, identify trends, and make recommendations.
• Bachelor's degree preferred or equivalent experience.

Responsibilities

• Lead and develop a customer operations and parts team.
• Drive exceptional customer service across direct customers and channel partners.
• Oversee order management, customer support, logistics coordination, and issue resolution.
• Partner with sales, engineering, manufacturing, supply chain and finance.
• Develop processes to improve efficiency, satisfaction, and service performance.
• Manage profitability, budgets, transportation costs, and KPIs.
• Analyze KPIs, identify growth opportunities, implement strategies.
• Maintain relationships with customers, distributors, dealers, suppliers, and stakeholders.
• Support continuous improvement of customer experience and business growth.
• Ensure compliance with policies, safety standards, and procedures.

Skills

Leadership

Customer operations

Process improvement

Data analysis

Communication

B2B customer service

Education

Bachelor's degree

Job description

A global industrial manufacturing organization is seeking a Manager, Customer Operations to lead a critical customer support and aftermarket parts business within one of its operational facilities. This leadership role will be responsible for overseeing customer operations, parts sales performance, order fulfillment, dealer and customer relationships, logistics coordination, and team development. The position offers an opportunity to make a significant impact on business growth by improving operational performance, enhancing the customer experience, and driving profitability across the aftermarket parts function. The ideal candidate will bring a blend of customer operations leadership, commercial acumen, process improvement experience, and a strong background leading teams in an industrial, manufacturing, equipment, or distribution environment.

Responsibilities:

• Lead and develop a customer operations and parts team through coaching, training, performance management, and employee development.
• Drive exceptional customer service standards across both direct customers and channel partners.
• Oversee order management, customer support, logistics coordination, transportation activities, and issue resolution.
• Partner with sales, engineering, manufacturing, supply chain, and finance teams to ensure seamless customer execution.
• Develop and implement processes that improve operational efficiency, customer satisfaction, and service performance.
• Manage profitability, budgets, transportation costs, and business performance metrics within the parts operation.
• Analyze KPIs, identify growth opportunities, and implement strategies that support revenue expansion and operational improvements.
• Maintain strong relationships with customers, distributors, dealers, suppliers, and key business stakeholders.
• Support continuous improvement initiatives related to customer experience, operational effectiveness, and business growth.
• Ensure compliance with company policies, safety standards, and operational procedures.

Requirements:

• 5+ years of leadership experience within customer operations, customer service, parts, aftermarket, distribution, industrial operations, or related functions.
• Previous experience leading teams and developing employees.
• Strong background managing customer-facing operations in a B2B environment.
• Experience owning operational metrics, budgets, profitability, or business performance objectives.
• Ability to analyze data, identify trends, and make business recommendations.
• Excellent communication, relationship-building, and problem-solving skills.
• Experience working within manufacturing, industrial equipment, heavy machinery, construction, transportation, automation, or related industries preferred.
• Mechanical, technical, or equipment-related exposure is strongly preferred.
• Bachelor's degree preferred or equivalent professional experience.