Operations Manager

TEAM ROLE

Operations Manager

PRIMARY STEWARDSHIP WITHIN ORDER OF BUSINESS

Customer Acquisition

DESCRIPTION OF ROLE

The Operations Manager has primary stewardship over the coordination and execution of day-to-day business operations to ensure customer needs, internal priorities, and company objectives are effectively supported. This role focuses on maintaining operational flow, facilitating communication with customers, and ensuring commitments are carried through from opportunity to execution.

In addition to managing general operations, the Operations Manager serves as a flexible resource across the business, supporting customer service and sales activities as needed. They are responsible for helping resolve customer needs, coordinating commercial activity, maintaining visibility of open opportunities and commitments, and identifying opportunities to improve operational efficiency, customer satisfaction, and business growth.

DUTIES AND RESPONSIBILITIES INCLUDE

• Coordinating day-to-day operational activities to ensure priorities are executed effectively
• Managing communication and workflow between customers and fellow team members
• Maintaining visibility of open projects, customer requests and other operational commitments
• Proactively identifying and resolving operational issues and friction points that could impact customer satisfaction or business performance
• Serving as a primary point of contact for customer needs and facilitating timely resolution of concerns
• Supporting sales activities including inquiries, quoting, follow-up, and opportunity development
• Identifying opportunities within existing customer relationships for additional products or services
• Monitoring operational performance and identifying opportunities to improve efficiency, responsiveness, and profitability
• Maintaining accurate customer, order, and opportunity information within applicable business systems
• Supporting the development and implementation of processes that improve consistency and accountability across operations
• Providing leadership with visibility into operational priorities, customer concerns, resource needs, and business opportunities
• Contributing to continuous improvement initiatives that strengthen operational performance, customer retention, and company growth