Customer Operations Manager

Job Description

Customer Operations Manager | Spindrift Beverage Co, Inc.

The Tone:
This is a full-time role at Spindrift Beverage Co, Inc., located in Newton, MA. Spindrift creates beverages with real squeezed fruit, never from concentrate, believing in doing things the intentional, quality-focused way. This role is crucial for strengthening the operational capabilities of the Customer Operations function, supporting daily customer order management, and improving how the team operates through continuous enhancement. The Customer Operations Manager resolves complex issues, builds team expertise, and implements scalable solutions to ensure exceptional service and operational excellence across the entire order-to-cash process.

The TL;DR
• Role: Full Time
• Type: Hybrid
• Location: Hybrid, Newton, MA
• Pay: $90000–$110000 yearly
• Mission: Strengthen operational capabilities and support day-to-day customer order management, focusing on continuous improvement and team development within the order-to-cash process.
• Tech Stack: ERP, EDI, customer portals

What You’ll Actually Do
• Capability Building: Serve as the department’s operational subject matter expert, providing guidance and support to Customer Operations Coordinators on complex order management, inventory, logistics, ERP, EDI, and customer-specific issues.
• Issue Resolution: Act as the first point of escalation for complex order, transportation, inventory, and accounting issues, coordinating timely resolution across internal teams and external partners.
• Process Improvement: Lead cross-functional initiatives that improve customer experience, increase efficiency, reduce operational risk, and support business scalability across the order-to-cash process.
• Documentation & Training: Develop, maintain, and continuously improve SOPs, training materials, and operational documentation that build long-term team capability and operational consistency.
• System Enhancement: Partner with Supply Chain, Sales, Logistics, Finance, IT, customers, and logistics partners on ERP enhancements, EDI connectivity, customer onboarding, and system implementations.

The Must-Haves
• Background: Manager-level professional with a core domain in Customer Operations, Order Management, Logistics, or Supply Chain Operations.
• Experience: 5+ years of experience managing and troubleshooting complex order-to-cash processes within ERP and EDI systems, including working with customer portals and logistics partners to resolve exceptions. Proven ability to lead projects and influence cross-functional teams without direct authority, alongside experience coaching or mentoring peers.
• Skills: Strong analytical, operational decision-making, and problem-solving skills, complemented by excellent written and verbal communication abilities.
• Bonus: Bachelor’s degree in Business, Supply Chain, Operations, Finance, or a related discipline.