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Information about #31534 Customer Operations Manager Sr Work Location: Mostly Remote Shift: Office Hours Formulated to Care For more than 75 years, GOJO, Makers of PURELL has been powered by people who are energized by helping the world experience greater health and well-being. The positive impact of our PURELL hand and surface hygiene solutions is driven by our global community of highly collaborative and talented team members who love to learn, innovate, care for each other, and deliver our Purpose of Saving Lives and Making Life Better. Role Objective Advances GOJO's Customer Service Operational service strategy through data driven insights and collaboration with customers, supply chain, senior leadership, business teams, VRs and external stakeholders. Champions systems advancement and deployment and develops team members to meet future business objectives. Leads, plans, and coordinates the activities of the Customer Service Team to maintain and increase customer experience & satisfaction while meeting organizational and operational objectives. Fosters continuous improvement through systems, process review and redesign, establishment and communication of service metrics, and monitoring and analyzing of results. Essential Functions and Responsibilities Oversight for billable, no-charge and sample order fulfillment Create and maintain department staffing plan to ensure coverage Oversight for Returned Goods Front End operations Shape Enterprise Operational programs (PFMs, Drop Ship, Accessorial Charges, etc) and make policy recommendations to improve cost, efficiencies, and service levels. Collaborate with peers to leverage learnings from their customer interactions and policy implementations Direct and coordinate activities of team members to ensure required customer service levels are consistently met in advancing the customer experience and satisfaction Recruit, mentor and develop team members to excel, and to provide upward mobility Create strategies, processes, and system enhancements that develop and/or enhance supply chain service performance and/or increase team capacity, delivering on the Customer Experience and Service Value Identify and drive process improvements that take cost and waste out of the system Collect, analyze, and drive improvements from customer feedback Monitor, action and communicate returns metrics to ensure accurate reporting and adherence to returns policy requirements Experiment and Push Boundaries - Design/implement solutions that challenge the norm Connect & Coach - Create cross functional dialog, drives action through leading and coaching Continuous Improvement - Use KPI's to create reliable/sustainable improvements, drives standard work, focuses on process Drive to Win - Set high performance standards, monitor/redirect ensuring results, coaching , problem solving, and improving the customer experience Use scorecards to measure performance, coach/motivate, and celebrate results Create a culture of continuous improvement and results for team members Education and Experience BA/BS in supply chain, business management, or other related fields. A combination of related supply chain, customer service and call center experience may be considered an equivalent. Seven (7)+ years' experience in a team-based /customer service, distribution, or operations is necessary. MBA, APICS Certification, SAP, Salesforce.com experience preferred. Competencies Drives Results Cultivates Innovation Collaborates Customer Focus Being Resilient Supervision/Coordination Manages a staff of Customer Service Sr. Specialists, Specialists, and Returns Specialist Works closely with Supply Chain, Sales Operations, Sales Leadership, Field Sales, as well as Distributor Partner & End-User Customers. Role Type Mostly Virtu