What are the responsibilities and job description for the Senior Commercial Operations Manager position at Nortek Data Center Cooling?
Maximize your potential. Minimize your footprint.
Nortek Data Center Cooling is a Madison Industries company. Madison Industries is one of the largest and most successful privately held companies in the world and has a robust portfolio of indoor air quality solutions. Madison builds entrepreneurially driven, branded market leaders that are committed to making the world safer, healthier and more productive by creating innovative solutions that deliver outstanding customer value.
At Nortek Data Center Cooling, we’re shaping the future by Creating a Better Tomorrow Every Day! We are a premier HVAC company offering energy efficient and sustainable products and solutions that exceed customer expectations through our employees’ commitment to quality, customer experience and operational excellence.
Nortek Data Center Cooling. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law.
Nortek Air Management and its divisions offer a comprehensive compensation and benefits package. Our benefits package includes Health, Dental, Vision, Life, STD, LTD, FSA, HAS and 401(k) Plan with company contributions. To apply, please visit our career site at www.nortekair.com/careers.
Other Benefits
We keep things simple here. We communicate early, stay close to the details, and follow through. When issues come up, we address them directly, not with layers of process. Customers count on us because we do what we say and we keep projects moving.
Our culture is hands‑on and collaborative. People take ownership, move quickly, and help each other. If you like working with teammates who are straightforward and accountable, you’ll feel at home.
With the backing of Madison Air, we have the scale, stability, and manufacturing footprint to support complex, high‑growth programs.
Role Overview
The Senior Manager of Business Operations is a highly strategic, customer‑obsessed leader responsible for overseeing two core teams: Project Management and Customer Success Management. This role ensures seamless execution across the full lifecycle—from opportunity creation to commissioning—by building scalable processes, driving operational excellence, and elevating customer experience to best‑in‑class standards.
The ideal candidate is an experienced people leader who thrives in high‑growth, cross‑functional environments and is passionate about building systems, processes, and teams that deliver value both internally and externally.
Key Responsibilities
Leadership & Team Management
Required
Nortek Data Center Cooling is a Madison Industries company. Madison Industries is one of the largest and most successful privately held companies in the world and has a robust portfolio of indoor air quality solutions. Madison builds entrepreneurially driven, branded market leaders that are committed to making the world safer, healthier and more productive by creating innovative solutions that deliver outstanding customer value.
At Nortek Data Center Cooling, we’re shaping the future by Creating a Better Tomorrow Every Day! We are a premier HVAC company offering energy efficient and sustainable products and solutions that exceed customer expectations through our employees’ commitment to quality, customer experience and operational excellence.
Nortek Data Center Cooling. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law.
Nortek Air Management and its divisions offer a comprehensive compensation and benefits package. Our benefits package includes Health, Dental, Vision, Life, STD, LTD, FSA, HAS and 401(k) Plan with company contributions. To apply, please visit our career site at www.nortekair.com/careers.
Other Benefits
- Making NexGen Products - Cooling the World’s Ever Expanding Data Centers
- Airconditioned work environment
- Benefits start day one
- 401K match
- First year, 4 weeks’ vacation (accrued)
We keep things simple here. We communicate early, stay close to the details, and follow through. When issues come up, we address them directly, not with layers of process. Customers count on us because we do what we say and we keep projects moving.
Our culture is hands‑on and collaborative. People take ownership, move quickly, and help each other. If you like working with teammates who are straightforward and accountable, you’ll feel at home.
With the backing of Madison Air, we have the scale, stability, and manufacturing footprint to support complex, high‑growth programs.
Role Overview
The Senior Manager of Business Operations is a highly strategic, customer‑obsessed leader responsible for overseeing two core teams: Project Management and Customer Success Management. This role ensures seamless execution across the full lifecycle—from opportunity creation to commissioning—by building scalable processes, driving operational excellence, and elevating customer experience to best‑in‑class standards.
The ideal candidate is an experienced people leader who thrives in high‑growth, cross‑functional environments and is passionate about building systems, processes, and teams that deliver value both internally and externally.
Key Responsibilities
Leadership & Team Management
- Lead, mentor, and develop high‑performing Project Managers and Customer Success Managers, providing coaching, career development, and performance oversight.
- Foster a culture of accountability, customer obsession, and operational rigor across both teams.
- Align team goals with broader organizational and revenue objectives.
- Build, optimize, and scale processes to track deliverables across the entire lifecycle—from opportunity creation, project initiation, and deployment, through commissioning and post‑delivery support.
- Implement tools, frameworks, and KPIs to enhance visibility, predictability, and accountability across all functions involved in delivery.
- Drive continuous improvement initiatives to streamline workflows, reduce friction, and accelerate time‑to‑value for customers.
- Ensure all customer projects are executed on time, within scope, and with exceptional quality.
- Oversee project governance, risk assessment, resource planning, and timeline management.
- Partner closely with Sales, Engineering, Product, and Operations to ensure alignment and resolve blockers.
- Champion a best‑in‑class customer experience, ensuring the Customer Success team proactively manages customer relationships, communicates milestones, and drives adoption and satisfaction.
- Develop standards, playbooks, and escalation paths to reduce churn, improve customer health, and increase renewal and expansion opportunities.
- Serve as an executive point of contact for key customers when needed.
- Work closely with Sales to support opportunity planning, scoping, and handoff processes.
- Collaborate with Operations and Finance to build accurate forecasts, capacity models, and operational dashboards.
- Partner with Product and Engineering to relay customer insights and influence roadmap priorities.
- Define and track KPIs for project delivery, customer satisfaction (CSAT/NPS), time‑to‑commissioning, and operational throughput.
- Present business insights, performance summaries, and strategic recommendations to executive leadership.
- Ensure data accuracy and process compliance across CRM, project management tools, and reporting systems.
Required
- 8 years of experience in business operations, project management, customer success, or related disciplines.
- 3 years in a leadership role managing cross‑functional or multi‑team organizations.
- Proven track record of building scalable processes and driving end‑to‑end operational workflows.
- Demonstrated success improving customer experience and driving measurable customer outcomes.
- Strong analytical and problem‑solving skills; ability to translate insights into action.
- Excellent communication and stakeholder management skills at all levels.
- Experience in fast‑paced, high‑growth technology or services environments.
- Background with CRM/PSA tools (Salesforce, HubSpot, Asana, Jira, or similar).
- Project Management certification (PMP, Agile, etc.).
- Experience in data center, cloud, or infrastructure industries (if applicable).
- Clear, predictable visibility across all project and customer workflows.
- High-performing teams with strong engagement and low turnover.
- Improved customer satisfaction and accelerated time‑to‑commissioning.
- Measurable improvements in delivery efficiency and process maturity.
- Strong cross-functional alignment leading to smoother customer journeys.