Customer Operations Lead

The Customer Operations Lead ensures the Service Delivery Model comes to life at the customer level by driving disciplined, end-to-end ownership, diagnostic excellence, and proactive service execution for assigned accounts. This role creates value by translating customer context, demand patterns, and service signals into coordinated, cross-functional action—reducing customer effort, preventing repeat issues, and improving first-time resolution. Through strong partnership with Sales, Support, Training, Engineering, and Field (ASAs), the Customer Operations Lead closes the loop between customer experience and operational execution—turning insights into scalable improvements that enhance uptime, reduce demand, and strengthen long-term customer relationships.

Responsibilities

Serve as primary operational owner for assigned customer accounts; Act as main point of contact for Commercial, Customer Service, and internal stakeholders; Engage with customers virtually and in-person to understand service experience, pain points, and emerging risks; Ensure single ownership is maintained across all service interactions and escalations; Coordinate across Support, Warranty, Training, Engineering, and ASA teams; Act as escalation point for complex, sensitive, or high-impact issues; Monitor service demand patterns, repeat issues, and escalation drivers; Identify systemic issues, emerging risks, and recurring failure modes; Coach Technical Case Owners on diagnostic quality, ownership, and execution; Reduce customer effort by minimizing handoffs, improving communication clarity, and preventing repeat contact; Identify opportunities to reduce repeat demand and improve efficiency; Translate customer-specific insights into scalable improvements across the system

Requirements

Bachelor’s degree in Business, Operations, Engineering, or related field (or equivalent experience); 5–8+ years of experience in customer operations, technical support, or service delivery roles; Experience working with complex customer accounts and cross-functional teams; Strong understanding of service operations and contact center environments; Strong understanding of diagnostic troubleshooting processes; Strong understanding of field service and dispatch dynamics; Experience collaborating with Sales, Engineering, and operational teams; Strong customer-facing leadership and relationship management; Systems thinking and end-to-end ownership mindset; Diagnostic and problem-solving capability; Data-driven decision-making and insight generation; Cross-functional collaboration and influence; Strong communication and escalation management skills; Coaching and capability development; Continuous improvement mindset

Nice to have

Experience supporting strategic or enterprise customer accounts; Familiarity with KPI dashboards and service analytics tools; Exposure to customer experience (CX) frameworks such as CES; Experience in aftermarket, field service, or equipment-based environments; Lean / Six Sigma or process improvement experience

Benefits

Medical, Dental, Vision, and Prescription Drug insurance plans; Access to a Health Advocate; Tax advantaged spending accounts for health and dependent care expenses; Wellness programs and resources including Telehealth, Mental Health, Fitness, and Family Planning; Generous paid time off for personal use, holidays, and parental leave; Company-sponsored life insurance; 401(k) with fully vested company match; Financial and retirement advising; Benefits eligible on first day of employment