Sr. Manager, Operations

Sony Corporation; San Jose (CA); On-site; USD 130,000 - 160,000; Full time

Job summary

An established industry player is seeking a Senior Manager of Operations to lead Customer Service, Supply Chain, and Warehouse functions. This pivotal role requires a proactive leader with extensive experience in logistics and operational efficiency. The ideal candidate will optimize inventory management and delivery processes while ensuring high customer satisfaction. With a focus on team leadership and quality compliance, this position offers a dynamic work environment where your expertise will drive significant improvements. Join a forward-thinking company that values innovation and excellence in service delivery.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Plans

Parental Leave

401(k)

Education Assistance

Qualifications

• 10+ years of experience in Customer Service, Warehouse Operations, and Supply Chain roles.
• Strong analytical skills with proficiency in data analysis and reporting tools.

Responsibilities

• Manage Customer Service, Supply Chain, and Warehouse functions.
• Oversee the flow of products from inventory to customer delivery.
• Lead and motivate customer service, warehouse, and supply chain teams.

Skills

Customer Service Management

Supply Chain Management

Warehouse Operations

Data Analysis

Leadership

Communication Skills

Education

Bachelor's degree in Supply Chain Management

Master's degree in Business Administration

Tools

WMS

ERP systems (Epicor, SAP)

SFDC

Excel

Job description

Sony Biotechnology Inc., based in San Jose, California, supplies advanced flow cytometry analysis and sorting technology for use in life science research. It markets products to private and public research institutions, pharmaceutical and biotechnology companies, and large medical centers. Over the years, Sony Biotechnology products have received numerous awards, including the Frost & Sullivan Emerging Technology award and the Milestone Award. To learn more: https://www.sonybiotechnology.com/us/.

POSITION SUMMARY

Sony Biotechnology Inc. (SBT), located in San Jose, CA, is seeking a Senior Manager, Operations who will manage Customer Service, Supply Chain, and Warehouse functions, working closely with Finance and other Operations teams. This role oversees the flow of products from inventory to customer delivery, ensuring timely fulfillment and high customer service standards. It requires expertise in logistics, customer service, and operational efficiency to optimize inventory management and delivery processes.

This is an in-office (non-remote) role with working hours from 8:00 AM to 5:00 PM, with occasional local and domestic travel.

JOB RESPONSIBILITIES

Customer Service Management:

• Strategize and supervise OTIF (On-Time In-Full) execution of customer orders, ensuring high customer satisfaction.
• Respond promptly to customer inquiries, complaints, and order issues.
• Monitor customer service metrics and identify improvement areas.
• Manage the customer service team to ensure quality interactions.
• Escalate complex issues appropriately.
• Lead process improvement projects cross-functionally.

Supply Chain Management:

• Collaborate with suppliers to maintain inventory and optimize procurement.
• Monitor and manage warehouse inventory levels to prevent stockouts or overstocking.
• Analyze demand forecasts to plan inventory and production schedules.
• Coordinate logistics and shipping with carriers for timely delivery.
• Manage supply chain operations from Japan and local suppliers for efficiency and quality.
• Track supplier metrics and quality.

Warehouse Operations Management:

• Oversee daily warehouse activities: receiving, storing, picking, packing, shipping.
• Implement and maintain efficient warehouse layouts and processes.
• Manage warehouse staff, ensuring safety and quality standards.
• Monitor warehouse performance metrics and improve where needed.

Performance Monitoring and Analysis:

• Track KPIs related to customer satisfaction, order fulfillment, inventory accuracy, and shipping costs.
• Analyze data to identify trends and implement improvements.
• Coordinate with Finance and other functions for process enhancements.

Team Leadership, Quality, and Compliance:

• Lead and motivate customer service, warehouse, and supply chain teams.
• Provide training and development opportunities.
• Maintain a strong focus on Quality and Compliance.

Minimum Qualifications

• Bachelor’s degree (Master’s preferred) in Supply Chain Management, Operations, Business Administration, or related field.
• 10+ years of experience in Customer Service, Warehouse Operations, and Supply Chain roles.
• Strong analytical skills with proficiency in data analysis and reporting tools.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Leadership skills to motivate and develop teams.
• Proficiency in Excel, data processing, and desktop procedures.
• Experience with WMS, ERP systems (Epicor, SAP), SFDC, and other software.

Sony offers a comprehensive benefits package, including medical, dental, vision, life insurance, disability plans, parental leave, 401(k), education assistance, and more. The annual base salary range is $130,000 to $160,000, with a target bonus of 20%. Actual compensation depends on experience, skills, and other factors.