Customer Operations Manager

Описание вакансии

Radar Reinvented.

Echodyne is seeking a CUSTOMER OPERATIONS MANAGER to join our fast-growing team.

ROLE OVERVIEW

In this role, you will be responsible for monitoring and coordination of open customer orders to ensure delivery commitments are met. Because this is a newly established role, the individual will play a key role in developing and improving processes related to order status communication, delivery management, and internal coordination. The role requires strong organizational skills, proactive communication, and the ability to gather information across multiple teams to support accurate order management. This role will report to the VP, Operations.

RESPONSIBILITIES

Customer Communication & Order Support

• Serve as the primary point of contact for delivery inquiries and order status updates from the Sales team and customers
• Provide timely and accurate communication regarding order progress, delays, and expected ship dates.
• Proactively communicate potential delays or risks to committed ship dates

Order Management

• Maintain and update sales orders in the ERP system when delivery dates change or orders become past due
• Adjust and reschedule orders based on production capacity and material availability
• Ensure order data accuracy including quantities, ship dates, and customer requirements

Open Order Management

• Monitor all open customer orders to ensure delivery commitments are being met
• Identify past-due or at-risk orders and coordinate internally to determine recovery plans
• Communicate order status updates and delivery changes to the Sales team
• Maintain visibility of open orders and delivery performance across teams

Cross-Functional Coordination

• Work closely with Production teams to gather updates on build progress and manufacturing schedules.
• Coordinate with Supply Chain and Purchasing to obtain status on purchased materials and expected delivery dates.
• Consolidate production and supply updates to provide clear and consistent order status information to Sales

RMA Management

• Process and manage Return Material Authorization (RMA) requests
• Coordinate with Quality, Operations, and Sales to ensure proper evaluation, return handling, and resolution

Process Development & Continuous Improvement

• Help establish and document processes for managing delivery inquiries, order status updates, and internal communication workflows
• Identify opportunities to improve order visibility, response time, and cross-functional coordination
• Develop tools, reports, or tracking methods to improve management of open orders and delivery commitments
• Support implementation of best practices for order management and customer communication

Reporting & Tracking

• Maintain reporting and tracking tools for open orders, past-due orders, and delivery commitments
• Support development of dashboards or reports to improve visibility of delivery performance
• Documenting customer communications and order updates for internal reference

REQUIRED SKILLS / EXPERIENCE

• Proficiency with Salesforce CRM, ERP/MRP systems (NetSuite, SAP, Oracle, or similar), and tools like Jira or Confluence
• Strong organizational, communication, and problem-solving skills
• Ability to coordinate across multiple departments and manage competing priorities

DESIRED SKILLS / EXPERIENCE  (Looking for one or more as a complement to the core skills)

• Experience supporting electronic hardware production scheduling or supply chain operations
• Familiarity with RMA processes and order fulfillment workflows
• Experience helping develop or improve operational processes
• Strong Excel or reporting skills

QUALIFICATIONS

• 5+ years of experience in customer service, order management, or operations support in a manufacturing or supply chain environment
• BA Degree in Business Administration discipline (i.e. Business Administration, Management, Communications, Social Sciences, etc.) or industry/military equivalent experience demonstrating progressive customer service skills through progressive roles in the private sector or the military

WHAT WE OFFER The pay range for this position is $104,030 - $155,839 annually.

This is an exempt role.

If your skills generally align but not perfectly, please apply anyway. There may be another role that’s a great fit for you!

We offer competitive compensation and benefits to our full-time, US-based employees, including:

• RSU (Restricted Stock Units)
• Generous Benefits:

• Fully-paid medical, dental, and vision insurance premiums for you

• Choice of PPO or HDHP/HSA
• Virtual Care – 98Point6
• Employee Assistance Program

• Mental Health coverage through Springhealth & Talkspace (Premera)
• Travel Assistance Insurance
• Company Paid Life Insurance
• Company Paid Short & Long Term Disability
• Flexible PTO (exempt) / 15 days per year (non-exempt)
• 401(k) match
• Pet Insurance
• Prepaid Legal Program
• Commuter Benefits
• Paid Company Holidays

All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, status as a protected veteran or any other characteristic protected by law.