Customer Service Operations Manager

A growing medical device contract manufacturer is seeking a Customer Service Operations Manager to lead and develop a six-person team supporting order fulfillment, logistics, and customer communication. This is a hands-on leadership position driving customer experience, process improvement, and team performance within a regulated manufacturing environment. The role is ideal for a proactive leader who can balance coaching with direct customer engagement.

Overview

• Manage key and complex customer accounts directly (40–50% of role).
• Build a culture of accountability, collaboration, and customer focus.
• Transition the team from transactional to proactive service.
• Strengthen relationships between Customer Service, Operations, and Quality.
• Standardize processes across multiple business units.
• Implement metrics and systems to improve service and data.
• Support ERP implementation in the near future
• Identify and drive quick wins in responsiveness and communication.
• Fully on-site position with limited travel (~10%).

Requirements

• 5 years in customer service roles, including 3 years leading a team.
• Experience in a fast paced, regulated manufacturing environment, ideally medical device.
• Strong people leadership, coaching, and change management skills.
• Hands-on approach with comfort managing key accounts.
• Excellent communication and problem-solving across cross-functional teams.