Customer Operations Manager – Data Center Programs

Job Summary

The Customer Operations Manager – Data Center Programs serves as a strategic liaison between internal teams and external customers, ensuring seamless execution of system Bill of Materials (BOMs), tier 1 network sourcing, and sales & operations planning. This role requires a blend of project management expertise, customer engagement, and cross-functional coordination to support data center programs across global regions. This position is an individual contributor role and does not include formal people management responsibilities.  The title “Manager” in this role reflects responsibility for managing processes, programs, or strategic initiatives, but not people. Individual Contributor  Managers are often subject matter experts who lead cross-functional efforts, influence decisions, and own outcomes, but do not supervise direct reports.

Key Responsibilities

• Customer Demand Planning
  • Coordinate closely with Data Center KAMs regarding upcoming project specification or changes to existing specified bill-of-materials
  • Act as the central point-of-contact for managing system BOMs and tier 1 network sourcing strategies.
  • Collect and manage customer forecast data, identifying and communicating significant shifts in volume or BOM changes.
  • Summarize and deliver forecast insights to Core Business Level 1 stakeholders, including recommendations for Master Production Orders (MPOs).
• Customer Advocacy
  • Coordinate internal escalations through approved channels including Core Business, ICP, Global BU, and Production leadership.
  • Escalate concerns via the VC Ticket System for all open PO lines to end-user tier 1s.
  • Proactively manage open orders for assigned support accounts, delivering empowered, one-stop solutions.
  • Develop a deep understanding of the end-user component/system approach through customer visits and site engagements.
  • Collaborate and communicate with other Phoenix Contact stakeholders to provide unified service experience
• Customer Operations
  • Oversee onboarding of new tier 1 suppliers, ensuring pricing and contract alignment.
  • Interface with customer portals in accordance with supply agreements and ensure data accuracy.
  • Lead onboarding efforts between ABS and regional teams when a specified BOM enters a new region.
  • Document customer interactions and needs in CRM system to provide customer and sales team detailed summary of required action to meet customer needs 
• Development and Improvement
  • Meet job specific service and training goals, while following work processes as defined by management
  • Make time for and utilize training resources to continually improve job skills and knowledge
  • Build a working knowledge of applicable policies and procedures
  • Accept and work with continual improvements to systems processes and procedures to improve the quality of service offered to our customers and partners
  • Act as a positive opinion leader through change, voice concerns to the right people at the right time
  • Provides feedback to management on opportunities for improvement in policies processes and systems
  • Take part in interdepartmental meetings and projects, representing the needs of the team and our customers
  • Facilitate communications between all groups
  • Clearly document project status and meetings for stakeholders
  • Other duties as assigned

Qualifications

• Bachelor’s degree in Business, Supply Chain, Engineering, or related field
• 5+ years of experience in customer operations, project management, or supply chain roles
• Strong understanding of BOM management, tier 1 supplier networks, and S&OP processes
• Excellent communication and stakeholder management skills
• Proficiency in ERP systems, customer portals, and forecasting tools

Essential Job Functions

• Must be able to sit for up to 4 hours at a time and 8 hours in a day
• Must be willing to travel up to 20% (5% internationally)
• Occasional availability outside of normal operating hours for critical escalations
• Regular and on-time attendance 
• This is a hybrid position requiring at least three days in the office

What’s in it for you?

Phoenix Contact offers a generous benefits package that includes medical, dental, and vision coverage, 401k matching, and a generous time off package. There are also a wide variety of additional benefits available including 16 weeks fully paid maternity leave & 10 weeks fully paid paternity leave, life insurance, short & long-term disability