CET Customer Operations Manager

Job Description

Customer Operations Manager | Hilti Corporation

The Tone:
This is a full-time role at Hilti Corporation, with the Customer Operations Manager embedded directly within large or complex customer accounts. Hilti is a global leader in construction innovation, driven by its purpose of Making Construction Better. This critical role directly impacts the customer experience by resolving operational challenges and fostering strong partnerships to drive growth and alignment. You will drive innovation, build relationships, and make a real impact every day by addressing the customer operational relationship with Hilti.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person – USA(Oklahoma)

• Team: Dedicated resource within the Customer Experience Team, collaborating with customer service, logistics, PMO, and finance for large/complex customers.
• Mission: This role is responsible for uncovering and executing on critical customer levers to grow share of wallet and remove obstacles, ensuring full alignment with Hilti as a value-added partner.

What You’ll Actually Do
• Systematically manage complex customer opportunities by breaking them down into manageable parts.
• Improve customer experience by collecting and analyzing customer feedback and touchpoints.
• Problem-solve customer-specific needs and requests by coordinating with various Hilti internal stakeholders across departments.
• Coordinate and liaise during account capture coordination meetings, enabling team members to gain efficiency and move the business forward.
• Act on behalf of Hilti within customer environments, utilizing Hilti expertise to further improve the customers’ solution choices.

The Must-Haves
• Background: A Bachelor’s Degree or equivalent Hilti experience is required for this management-level role. Candidates must possess core domain knowledge in customer operations and experience management, with an understanding of transactional business within large/complex accounts.
• Experience: A minimum of five years of Hilti relevant experience is essential, ensuring a strong understanding of internal processes and the organizational matrix. This role strongly prefers candidates with prior experience in a customer-facing capacity.
• Skills: Strong analytical and problem-solving abilities are required to manage complex opportunities. Competent written and oral communication, coupled with strong presentation skills, is necessary for effective interaction with both customers and internal stakeholders. The ability to engage and influence multiple stakeholders is critical, as is the capacity to conceptualize an idea and develop it into a tangible solution.
• Bonus: Prior Project Management Experience is preferred, demonstrating the ability to lead and manage initiatives.