Customer Operations Manager

Job DetailsJob Location: Des Moines, IA 50313Position Type: Full TimeJob Summary:

Ag Express Electronics is seeking a Customer Operations Manager to lead Ag Express Electronics' customer-facing operations by overseeing the Product Sales Specialist and Product Support teams. This role is responsible for driving operational excellence, improving responsiveness, establishing performance metrics, ensuring accountability, optimizing order and RMA processes, and delivering exceptional customer experience. Through coaching, process improvement, and data-driven leadership, the Customer Operations Manager develops a high-performing team that supports revenue growth, customer satisfaction, and operational efficiency.

This position is located at our Des Moines, Iowa location.
QualificationsKey Responsibilities:

Customer Experience


Champion an exceptional customer experience throughout every customer interaction.
Monitor customer satisfaction and identify opportunities to improve customer service efforts.
Resolve escalated customer concerns professionally and efficiently.
Ensure timely communication regarding quotations, orders, repair status, shipping, warranty issues, and RMAs.
Develop service standards and response expectations for internal and external customers.


Operational Excellence


Develop, document, implement, and continuously improve customer service processes and workflows.
Lead process improvement initiatives to eliminate inefficiencies and improve throughput.
Standardize procedures across customer support functions.
Drive accountability through measurable operational metrics.
Identify automation opportunities and system improvements to increase efficiency.
Ensure departmental compliance with company policies, quality standards, and established procedures.


Order & RMA Management


Oversee the complete customer order lifecycle from quotation through shipment.
Ensure accurate order entry and timely order processing.
Monitor order backlog and prioritize workload to meet customer expectations.
Oversee Return Material Authorization (RMA) processes to ensure timely resolution.
Improve visibility of repair status and customer communications throughout the repair process.
Partner with Operations to reduce turnaround times while maintaining quality standards.


Performance Management & Analytics


Develop and monitor departmental KPIs
Analyze operational data and prepare regular performance reports.
Utilize data to identify trends, recommend improvements, and support strategic decision making.
Hold team members accountable for achieving established performance expectations.


Cross-Functional Collaboration


Partner with Sales leadership to improve customer engagement and support revenue growth.
Collaborate with Manufacturing, Repair Operations, Purchasing, and Inventory teams to improve customer fulfillment.
Support implementation of new products, services, and customer initiatives.
Participate in strategic planning and operational improvement projects.
Assist leadership in developing scalable customer service processes as the organization grows.


Continuous Improvement


Identify opportunities to improve customer workflows, communication, and operational efficiency.
Lead Lean and continuous improvement initiatives within customer operations.
Recommend improvements to ERP utilization, reporting capabilities, and workflow automation.
Develop and maintain departmental documentation, work instructions, and training materials.
Encourage innovation and employee involvement in process improvements.


Leadership Responsibilities


Lead by example and reinforce Ag Express Electronics' Mission, Vision, and Core Values.
Build a culture of accountability, teamwork, ownership, and customer focus.
Recruit, train, mentor, and retain high-performing employees.
Provide timely feedback and coaching to improve individual and team performance.
Manage departmental priorities while adapting to changing business needs.
Support organizational initiatives and change management efforts.


 

Required Skills and Qualifications:


Strong organizational skills with the ability to manage complex projects and competing priorities.
Excellent verbal, written, presentation, and interpersonal communication skills.
Effective analytical, strategic thinking, and problem-solving skills with the ability to make sound business decisions.
Proven ability to lead teams through change and continuous improvement initiatives.
Ability to collaborate effectively across departments while maintaining a customer-focused approach.
Demonstrated leadership and team development skills with the ability to coach, mentor, and influence others.


Required Experience/Education/Training/Certifications:

Education:


Associate's degree in Business, Operations Management, Supply Chain, or related field; Bachelor's deg