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Operations Manager

Operations Manager

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Responsible for overseeing the customer service department and ensuring the company delivers the highest level of customer service possible. Supervises agents, trains, coaches, and mentors employees.


Order Management:

  • Responsible for Managing Order/Service management team
  • Responsible for all hardware, NetCloud SaaS, and CradleCare orders
  • Interface to distribution and partner direct customers for order acknowledgement
  • Pricing verification for all purchase orders
  • Responsible for ensuring data integrity throughout CP systems – Salesforce and Visual
  • Investigate any customer escalations and provide solutions or escalate further if required to ensure a high level of customer satisfaction.


Channel Operations:

  • Operations interface to all channel partners
  • Manage orders, availability, pricing, discounts
  • Product management – new products, product rolls, EOL
  • Special pricing process as it relates to Operations
  • Deal registration process as it relates to Operations


Entitlement Management:

  • Responsible for management of service entitlement process for all new, expansion, add-on and renewal entitlements
  • Responsible for renewals process for all services
  • Isolate and identify areas of improvement and interface to IS and R&D departments to define requirements for automation needed to improve customer satisfaction


Employee Management:

  • Hire, train, mentor, and manage performance of customer service representatives
  • Perform employee evaluations yearly and creates and utilizes key metrics to measure and ensure customer satisfaction levels


  • BA or BS Degree Required.
  • 5 years Operations Experience
  • Good customer relationship skills
  • Strong team player with the ability to manage high pressure
  • Management experience
  • Experience with ERP/MRP Systems – Microsoft Dynamics preferred
  • Experience with SaaS Order Management preferred
  • Experience with Sales Force preferred