Senior Customer Operations & Process Lead

Spindrift; Massachusetts; On-site; USD 90,000 - 110,000; Full time

Job summary

Spindrift is seeking a Customer Operations Manager to strengthen the operational capabilities of the Customer Operations function and support day-to-day order management. You will partner with Coordinators to resolve complex issues, build process and system expertise, and raise the team's overall capability.

You will lead cross-functional process improvements across order-to-cash, ERP/EDI, and customer portals, measuring KPIs and driving scalable solutions.

Qualifications

• 5+ years of experience in Customer Operations, Order Management, Logistics, or related field.
• Bachelor's degree in Business, Supply Chain, Operations, Finance, or related discipline.
• Experience managing complex order-to-cash processes within ERP and EDI systems.
• Experience working with customer portals, logistics partners, and trading partners to resolve order/shipment issues.
• Proven ability to lead projects and influence cross-functional teams without direct authority.
• Experience coaching, mentoring, or developing peers in a fast-paced operational environment.
• Excellent written and verbal communication skills.

Responsibilities

• Serve as the department's operational SME, guiding Coordinators on order management, inventory, ERP, EDI, and cross-functional resolution.
• Escalate complex order management, transportation, inventory, and accounting issues; coordinate resolution across internal teams and partners.
• Build capability through coaching, onboarding, training, and reinforcement of best practices.
• Develop team expertise in ERP functionality, EDI flows, customer portals, and operational processes to improve first-time resolution.
• Balance workload with Coordinators during peak periods and customer implementations.
• Analyze operational trends, recurring issues, and metrics to identify capability gaps and preventive actions.

Skills

Order Management

Logistics

ERP

EDI

Cross-functional collaboration

Data analysis

Process improvement

Team coaching

Education

Bachelor's degree in Business, Supply Chain, Operations, Finance

Tools

ERP systems

EDI connectivity

Job description

Spindrift is seeking a Customer Operations Manager to strengthen the operational capabilities of the Customer Operations function and support day-to-day order management. You will partner with Coordinators to resolve complex issues, build process and system expertise, and raise the team's overall capability.

You will lead cross-functional process improvements across order-to-cash, ERP/EDI, and customer portals, measuring KPIs and driving scalable solutions.