Senior Customer Operations Manager, B2B Support

ASSA ABLOY Global Solutions; Austin (TX); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary package

Benefits package and annual leave

Inclusive culture and career growth

Job summary

HID Global in Austin, TX seeks a Customer Service Manager II to lead Customer Operations for commercial accounts. You will drive forecasting, backlog health, CSAT, and first-contact resolution while coaching a high-performing team across cross-functional partners.

The role emphasizes data-driven decision making, escalation management, and process improvements to strengthen customer experience and on-time delivery.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 5+ years in customer service, order management, or account operations.
• 3+ years leading, coaching, and developing teams.
• Experience managing service operations in B2B or manufacturing contexts.

Responsibilities

• Lead daily operations: forecast capacity, prioritize work, manage coverage, ensure timely responses.
• Own key metrics: SLA compliance, backlog health, CSAT, first-contact resolution.
• Serve as senior escalation point for order status, pricing, billing, delivery risks.
• Coach team members through 1:1s, quality reviews and performance plans.
• Monitor queue health, staffing, and schedule adherence to mitigate risks.
• Recruit, onboard, train, and cross-train staff to build a flexible team.
• Lead quality audits and root-cause analyses for continuous improvement.
• Utilize CRM/ERP data to track performance and trends.
• Partner with Sales, Operations, Supply Chain, Finance, Quality, Product.

Skills

Customer leadership

Data analysis

Forecasting

CRM experience

Cross-functional

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Oracle ERP

CRM systems

Job description

HID Global in Austin, TX seeks a Customer Service Manager II to lead Customer Operations for commercial accounts. You will drive forecasting, backlog health, CSAT, and first-contact resolution while coaching a high-performing team across cross-functional partners.

The role emphasizes data-driven decision making, escalation management, and process improvements to strengthen customer experience and on-time delivery.