Customer Operations Manager

Role Overview:

As America’s #1 Magnetic Building Sets Brand, MAGNA-TILES is looking for an experienced Customer Operations Manager to join the team. The Customer Operations Manager is responsible for leading the Order Processing, Shipping Coordination, and Customer Service teams (total of 4 individuals) to deliver an exceptional customer experience. Importantly, our customers include both retailers (B2B) and individual consumers (DTC via magnatiles.com).

This role serves as a bridge between our customers and internal departments, ensuring orders are processed efficiently, customer inquiries are resolved promptly, and continuous improvements are implemented. The Customer Operations Manager partners closely with Sales, Demand & Supply Planning, Warehouse Operations, Transportation, and IT to optimize the end-to-end order management process.

Key Responsibilities:

Team & Customer Service Leadership

• Lead, coach, and develop the Customer Service team to deliver exceptional service.
• Establish performance expectations, service standards, and departmental goals.
• Manage escalated customer concerns and ensure timely resolution.
• Foster a customer first culture focused on responsiveness, professionalism, and continuous improvement.
• Conduct performance evaluations, coaching sessions, and employee development planning.

Order Management

• Lead the daily operations of the Order Processing and Shipping Coordination team (comprised of 4 individuals) to ensure accurate, timely, and efficient execution of customer orders.
• Oversee the complete order lifecycle from order receipt through shipment confirmation, ensuring customer expectations and service level agreements are consistently achieved.
• Ensure customer orders are entered accurately and processed within established service level agreements.
• Monitor order exceptions, backorders, cancellations, and order changes to minimize customer impact.
• Coordinate order fulfillment priorities with Sales, Supply Chain, and Warehouse Operations.
• Ensure compliance with customer specific requirements, retailer routing guides, and EDI processes.

Process Improvement & Operational Excellence

• Leverage AI powered customer service tools and virtual agents to improve consumer response times, increase first-contact resolution, and enhance the overall consumer experience while ensuring seamless escalation to team members when needed.
• Continuously evaluate, implement, and optimize AI driven automation opportunities within the consumer service platform to streamline repetitive inquiries, improve self-service capabilities, reduce manual workload, and increase team productivity.
• Develop and maintain standard operating procedures (SOPs).
• Partner with IT and Operations to automate manual processes and improve system utilization.
• Analyze opportunities to improve customer facing processes, workflow efficiency, and implement solutions that improve productivity and reduce errors.

Cross-Functional Collaboration

• Serve as a primary operational liaison between Warehouse Operations, Customer Service, Sales, Demand & Supply Planning, Transportation, Finance, and IT.
• Facilitate communication regarding inventory availability, shipping delays, customer requests, and order priorities.
• Participate in cross-functional planning meetings to support customer commitments and operational objectives.
• Ensure alignment between customer expectations and operational capabilities.

Reporting & Performance Management

• Monitor departmental KPIs and identify trends requiring corrective action.
• Develop dashboards and reports for leadership that measure service, productivity, and operational performance.
• Utilize data to drive decisions, improve processes, and enhance customer experience.

What You’ll Bring To The Table:

• 3 to 5+ years of experience managing teams in Customer Service, Customer Operations, Order Management, or Operations Management.
• Experience working with ERP, WMS, CRM, and EDI systems.
• Experience in CPG distribution environments is preferred.
• Goal oriented and results driven; self-directed and highly motivated.
• Desire to work in a fast moving, fun, engaging dynamic team environment.
• Proficiency in data analysis tools such as Microsoft Office (Excel, Word & PowerPoint).
• A commitment to upholding our core values: Think Like a Child, The Team, The Team, The Team, Complete Commitments to Others, Better Never Stops

It Would Be Great To Have:

• Experience with process improvement methodologies (e.g., Lean Six Sigma) is a plus.
• Experience with Gorgias or other AI powered customer service tools.