Customer Operations Manager

Our Engraving Solutions business, which sells through our Brady and Gravotech brands, is seeking a versatile Customer Operations Manager to join our team in Cranberry Township, PA. This critical role leads the managers of our Customer Service, Technical Services, and Field Service teams to ensure optimal efficiency, productivity, and the highest level of customer satisfaction. This role will develop and implement strategic initiatives to drive continuous operational improvement across all functions. The ideal candidate possesses a strong leadership background, deep customer service experience, and a proven track record of enhancing processes.

This is an on-site role at our location in Cranberry Township, PA.

Qualifications

• Process Optimization: Lead the end-to-end design, documentation, implementation and ongoing optimization of Standard Operating Procedures (SOP) across all customer operations functions.
• Strategic Roadmap: Create and execute a project roadmap focused on boosting customer satisfaction, accelerating growth, and capturing cost savings.
• Digital Transformation: Drive digital transformation by identifying and integrating modern automation tools and AI-driven solutions directly into the operational workflow.
• Team Leadership: Manage, develop, and mentor the department managers of the Customer Service, Technical Services, and Field Service teams to consistently meet internal metrics and uphold high service standards.
• Performance Tracking: Monitor overall team performance using Key Performance Indicators (KPIs) to proactively isolate and address areas for improvement.
• Cross-Functional Collaboration: Collaborate with departments to communicate recurring issues and provide actionable recommendations for organizational improvement.