Senior Customer Operations Manager (B2B) | SLA Leader

ASSA ABLOY; Austin (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary and rewards package

Competitive benefits and annual leave,

A vibrant, welcoming & inclusive c ult

Job summary

HID Global in Austin, Texas, is seeking a Customer Service Manager II to lead order management, case resolution, and service for commercial and strategic accounts. You will drive SLA compliance, backlog health, CSAT, and escalation handling while building high-performing teams and collaborating across functions to safeguard commitments and enhance the customer experience.

The role emphasizes coaching, data-driven decision making, and process improvements across Sales, Operations, Supply Chain,

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant professional experience.
• Five or more years of experience in customer service, order management, account operations, or customer support.
• Three or more years of experience leading, coaching, and developing teams.
• Experience managing a measurable service operation within a B2B, industrial, technology, manufacturing, or distribution environment.
• Demonstrated success in coaching and developing employees to achieve performance and service goals.
• Proven ability to manage and resolve strategic account escalations while maintaining strong customer relationships.
• Strong data analysis and reporting skills, with the ability to drive decisions through metrics and insights.
• Experience with capacity planning, workload forecasting, and resource optimization.
• Track record of leading cross-functional initiatives and process improvement efforts across multiple business functions.
• Experience leading multi-site or regional customer operations teams in complex, customer-facing environments is preferred.

Responsibilities

• Leading daily operations, including forecasting capacity, prioritizing work, managing team coverage, and ensuring timely, accurate customer responses.
• Owning key performance metrics, including SLA compliance, backlog aging, CSAT, first-contact resolution, and case/order accuracy.
• Serving as the senior escalation point for customer service issues and operational risks related to order status, pricing, freight, billing, and delivery.
• Coaching and developing team members through regular one-on-one meetings, quality reviews, ongoing feedback, and performance improvement plans.
• Monitoring queue health, staffing levels, schedule adherence, and team capacity to proactively identify and mitigate service risks.
• Recruiting, onboarding, training, developing, and cross-training team members to build a high-performing and flexible support organization.
• Leading quality audits, conducting root-cause analysis, and implementing corrective actions to drive continuous improvement.
• Utilizing CRM and ERP data to track performance metrics, maintain operational scorecards, and identify trends.
• Partnering closely with Sales, Operations, Supply Chain, Finance, Quality, and Product teams to resolve customer-impacting issues.
• Strengthening the voice-of-customer feedback loop by translating customer insights into actionable improvements.
• Driving process optimization initiatives that enhance efficiency, service quality, and overall customer experience.

Skills

Leadership

Data analysis

Forecasting

Customer service

Cross-functional

Education

Bachelor’s degree

Tools

Salesforce

Oracle

CRM/ERP platforms

Job description

HID Global in Austin, Texas, is seeking a Customer Service Manager II to lead order management, case resolution, and service for commercial and strategic accounts. You will drive SLA compliance, backlog health, CSAT, and escalation handling while building high-performing teams and collaborating across functions to safeguard commitments and enhance the customer experience.

The role emphasizes coaching, data-driven decision making, and process improvements across Sales, Operations, Supply Chain,