Customer Experience- Operations Manager

Overview

Join Lutron Electronics, Inc. as our Customer Experience- Operations Manager and take charge of driving delivery excellence for our stocked (build-to-stock) product portfolio across Retail, Electrical Distribution, Residential, and Commercial channels. Based in Coopersburg, PA, you’ll lead a high-impact Customer Focus team, ensuring reliable on-time delivery and accurate available-to-promise communications. You’ll partner with Customer Service, Sales, IT, and Global Supply Chain & Operations to turn customer and business needs into actionable, data-driven improvements that enhance end-to-end supply chain visibility, execution, and the overall customer experience. Bring your cross-functional leadership, customer-first mindset, and ability to balance service, cost, and operational performance to influence a matrixed, global organization and deliver sustainable change. If you’re ready to lead teams, drive measurable impact, and play a key role in shaping Lutron’s delivery performance, this is your opportunity to make a difference.

Responsibilities

• Lead and develop a customer focus team responsible for delivery performance of stocked products across multiple customer channels.
• Monitor on-time delivery and service metrics; analyze performance to identify trends, risks, and opportunities for operational improvement.
• Translate customer and business needs into actionable supply chain and fulfillment improvements that enhance service and reliability.
• Partner with plant, warehouse, purchasing, and procurement teams to improve processes that provide accurate estimated ship dates for past-due and at-risk orders.
• Lead cross-functional reviews to develop delivery recovery plans, set priorities, and drive alignment across purchasing, manufacturing, and supply chain functions.
• Collaborate with Supply Chain, Global Process Owners, and Operations Data teams to develop models that project future customer delivery performance.
• Partner with Sales teams to manage operational performance and meet service level agreements for key strategic accounts.
• Provide feedback to inventory planning and supply chain teams to reduce stockouts and improve stocking and distribution strategies.
• Identify recurring delivery and fulfillment issues and work with Continuous Improvement teams to implement sustainable, permanent solutions.
• Participate in customer feedback discussions and partner with customer-facing teams to understand customer sentiment and key pain points.
• Influence stakeholders and leadership across a matrixed organization to advance initiatives and roadmaps that support long-term delivery excellence.
  
  

Qualifications

• Bachelor’s degree in supply chain management, Business, or a related field; master’s degree preferred.
• 12 years of experience in supply chain, service operations, or related disciplines.
• 5 years of experience leading and developing teams.
• Experience working in a global, multi-site manufacturing environment; electronics or high-tech industry experience preferred.
  
  

Lutron Electronics’ position as the worldwide leader in innovative lighting control and shading solutions has enabled consistent, annual growth. Our company has cultivated a reputation of unsurpassed quality, a broad range of technologies and product offerings, and a strong commitment to servicing our worldwide customers. This has allowed the company to invest in developing new technologies and services, expand our technical capabilities and global presence, and to find and retain the best talent.  Build your career with Lutron where you will enjoy competitive compensation and benefits while exploring many options for continued growth and education. Make a difference every day in our dynamic, people-centric, technology-driven organization. For more information, view our website at  www.lutron.com. 

Lutron Electronics is an Equal Opportunity – Affirmative Action – Employer. We welcome qualified, motivated applicants regardless of race, color, religion, sex, national origin, age, disability or genetics 

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