Addison Group

Job Title: Customer Operations & Service Manager

Location (city, state): Andover, MA (Hybrid)

Industry: Manufacturing / Industrial Technology

Pay: $120,000- 140,000 DOE

Benefits: Full benefits package (medical, dental, vision, PTO, and more)

About Our Client:

Addison Group is partnering with an organization in the manufacturing space that is seeking a Customer Operations & Service Manager. This role is ideal for someone who enjoys leading teams, improving operational workflows, and partnering across functions to enhance both customer experience and business performance.

Job Description:

This role blends customer service leadership, analytics, and cross-functional operations. The Manager will oversee a customer-facing service team while also supporting forecasting, reporting, and operational improvements across sales, supply chain, finance, and distribution channels. This is a high-visibility role that plays a key part in ensuring smooth order execution and strong customer satisfaction.

Key Responsibilities:

• Lead and develop a customer service team focused on order processing and issue resolution
• Support revenue forecasting and demand planning in collaboration with sales teams
• Analyze key business metrics including bookings, backlog, revenue, and margin performance
• Monitor distributor and channel activity, including inventory movement and partner performance
• Partner with operations and manufacturing teams to prioritize orders and improve delivery timelines
• Act as escalation point for customer and distribution-related issues
• Lead cross-functional initiatives focused on process improvement, pricing, and operational efficiency
• Develop reporting and insights to support leadership decision-making

Qualifications:

• 8+ years of experience in customer operations, sales operations, supply chain coordination, or a related B2B environment
• Experience leading or mentoring individual contributors in a team setting
• Strong experience working within distributor, channel, or partner-driven business models
• Comfortable working with large datasets to identify trends, risks, and opportunities
• Demonstrated ability to lead initiatives that improve processes, efficiency, or customer experience
• Strong interpersonal skills with experience collaborating across commercial, operational, and technical teams
• Hands-on experience with CRM/ERP platforms (such as Salesforce, SAP, or similar systems)

Additional Details:

This role requires a balance of strategic thinking and hands-on execution. The ideal candidate thrives in a fast-paced environment and is comfortable working across multiple teams and priorities.

Perks:

• High-visibility role with leadership exposure
• Opportunity to drive meaningful operational improvements
• Cross-functional collaboration across global teams
• Strong potential for career growth
• Dynamic and fast-moving environment

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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