Customer and Operations Manager

General Accountabilities

The Customer and Operations Manager will plan and oversee the daily operations of the organization to ensure goals and objectives are achieved and keeps the team focused on the needs of our customers.

Supervisory Responsibilities:

• Hire and trains new employees.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.

Duties/Responsibilities:

• Develop and maintain operational metrics, KPIs, and reporting tools to monitor productivity, quality, inventory accuracy, and customer service performance.
• Ensure compliance with company policies, regulatory requirements, and established operational procedures.
• Establish workforce plans, staffing strategies, and cross-training initiatives to meet operational demands.
• Lead continuous improvement efforts focused on efficiency, cost reduction, quality enhancement, and process standardization.
• Maintain accountability for inventory management, cycle counts, material control, and warehouse accuracy.
• Implement and monitor corrective actions to address operational issues, customer concerns, and performance gaps.
• Provide regular communication and status updates to leadership regarding operational performance, risks, and improvement initiatives.
• Develop, document, and maintain standard operating procedures (SOPs), work instructions, and operational policies.
• Ensure projects, operational initiatives, and departmental objectives are completed on time and within budget.
• Coach, train, and develop employees while promoting a culture of accountability, safety, and continuous improvement.
• Manages year and quarter-end activities.
• Performs other related duties as required.

Job Qualifications

• Demonstrated ability to effectively lead, supervise, and develop employees in a office environment.
• Strong knowledge of operations, production planning, workflow management, and process improvement principles.
• Ability to analyze operational and financial data and use information to support decision-making, budgeting, and production goals.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Effective verbal and written communication skills, with the ability to communicate professionally across all levels of the organization.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint) or comparable business software applications. 
• Proficiency in Pentagon ERP software a plus.

Education and Experience:

• Bachelors degree in Business Management, Business Administration, or related field required; M.B.A. preferred or equivalent 10+ years of management experience.
• 8-10 years of related experience required.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Must be able to access and navigate the facility.
• Ability to work on-site in Orlando location with 10-15% travel as needed.
• Ability to pass a pre-employment drug screen and satisfactorily pass a background check.