Senior Customer Service & Operations Leader

Avery Dennison; Village of Liverpool (NY); On-site; USD 106,000 - 142,000; Full time

Benefits offered by this job

Healthcare Network

401(k) Retirement Plan

Life Insurance

Paid Time Off

Job summary

Avery Dennison in the United States seeks an experienced Senior Customer Service and Operations Manager for an on-site role in the New York area. You will lead high-volume customer service operations, coach teams, and coordinate with Commercial, Sales and Finance to meet revenue targets.

The ideal candidate has 3+ years in customer service or operations management, plus retail leadership experience; knowledge of Workwear or Team Sports equipment is a plus.

Qualifications

• 3+ years of customer service or operations management experience in a fast-paced environment.
• Strong background and leadership experience in retail management strongly preferred.
• Hands-on experience or functional product knowledge in Workwear or Team Sports equipment/apparel is highly desirable.
• Proven track record of team building, staff retention, talent development, and conflict resolution.
• Demonstrated expertise in high-volume workflow management paired with excellent written and verbal communication skills.

Responsibilities

• Attract, retain, and cultivate high-potential talent within the regional branch while managing performance through coaching, ongoing feedback, and structured annual reviews.
• Oversee day-to-day high-volume customer service operations, dynamically scheduling and shifting personnel to handle fluctuating order volumes, seasonal peaks, and tight delivery windows.
• Serve as the senior escalation point for critical customer disputes, supply chain challenges, and end-to-end order processing from entry through logistics communication.
• Continuously analyze workflow efficiency, resolve operational bottlenecks, track key performance indicators (KPIs), and administer operational budgets.
• Partner closely with regional Commercial, Sales, and Finance leads to align customer service goals with revenue targets and serve as a direct communication bridge to senior enterprise leadership.

Skills

Customer service

Operations management

Retail management

Team leadership

Communication skills

Job description

Avery Dennison in the United States seeks an experienced Senior Customer Service and Operations Manager for an on-site role in the New York area. You will lead high-volume customer service operations, coach teams, and coordinate with Commercial, Sales and Finance to meet revenue targets.

The ideal candidate has 3+ years in customer service or operations management, plus retail leadership experience; knowledge of Workwear or Team Sports equipment is a plus.