Customer Operations Manager

Customer Operations Manager

As a Customer Operations Manager, you'll support our growing B2B customer base and help Resideo continue to be a preferred supplier for our customers. This role is ideal for individuals looking to expand their career into customer operations within a dynamic, product-driven environment. You will play a key role in ensuring one-stop operational support for our key customers, helping to deliver best-in-class service, resolve escalations, and proactively address issues for the customer.

Job Duties:

• Serve as a primary point of contact for key customers on operational issues, addressing inquiries related to orders, shipments, new product launches, product phase-outs, etc.
• Track Key Performance Indicators specific to customers and work action plans to drive internal improvements with the cross-functional team.
• Collaborate with internal teams (Sales, Demand Planning, Supply Planning, Product Management, Marketing) to resolve customer issues and ensure seamless service delivery.
• Monitor service levels and escalate issues as needed to ensure customer expectations are met.
• Identify recurring issues and contribute to process improvement initiatives.
• Generate reports and summaries for internal stakeholders on customer activity and operational performance.

You Must Have:

• 12+ years experience in customer service, operations or account management in a B2B setting
• 5+ years in demand and asset planning or supply chain planning

We Value:

• Strong written and verbal communication skills.
• Excellent organizational and time-management abilities.
• Comfortable working with data and systems (ERP, Excel).
• Ability to work collaboratively across departments in a fast-paced environment.
• Customer-focused mindset with a desire to learn and grow.
• Familiarity with platforms such as Salesforce, o9, SAP, or similar.
• Analytical thinking and problem-solving skills.

What's In It For You:

• Being part of an award-winning customer service and sales support team.
• Delivering proactive solutions to our customers while working across department to drive company growth.