Commercial Operations Manager
Job Summary
The Commercial Operations Manager provides leadership and process ownership across EKK Eagle America’s Customer Service, Purchasing, Logistics and Commercial Operations. The role is responsible for leading teams across multiple locations, ensuring effective execution of customer and purchasing processes, and driving continuous improvement throughout the order-to-cash and procure-to-pay cycles.
Serving as a critical link between customer demand, sales, EKK manufacturing locations, and operational execution, the Commercial Operations Manager works cross-functionally to improve customer service, material availability, communication, and business performance. The role is expected not only to execute existing processes, but to continuously improve how work is performed across the commercial organization.
The ideal candidate combines hands-on operational leadership with a broader business perspective, effectively managing day-to-day execution while developing people, improving processes, and driving organizational effectiveness.
Essential Duties And Responsibilities
Lead and develop Customer Service, Logistics and Purchasing teams across multiple locations, establishing clear expectations, accountability, and consistent ways of working.
Build a collaborative, responsive, and results-oriented team culture.
Lead Customer Service, Warehouse and order management activities to ensure responsive communication, order accuracy, and effective issue resolution.
Partner with Sales to ensure customer requirements, forecasts, priorities, and commitments are effectively executed.
Improve the customer experience through stronger processes and communication, serving as an escalation point when needed.
Lead Purchasing activities, primarily with EKK manufacturing locations in Japan, to ensure alignment between customer demand, inventory, and product availability.
Monitor material availability, purchase orders, inventory, and delivery performance, proactively addressing shortages, delays, and supply risks.
Partner across Sales, Finance, Operations, Supply Chain, Quality, IT, and EKK manufacturing locations to align priorities and resolve business issues.
Drive continuous improvement across commercial processes using KPIs and data to simplify, standardize, and automate work and improve overall business performance.
Requirements
Education & Experience: Bachelor’s degree in Business, Supply Chain, Operations, Finance, or a related field preferred, along with relevant experience in Customer Service, Commercial Operations, Purchasing, Supply Chain, or Sales Operations. Equivalent education and experience will be considered.
Previous experience leading and developing employees.
Experience working effectively across multiple functions and organizational levels.
Working knowledge of purchasing, order management, inventory, and supply processes.
Experience with ERP systems and business process improvement strongly preferred.
Experience working in an international or manufacturing organization is preferred.
Experience working with teams or business partners across multiple locations is beneficial.
Key Competencies
Leadership & People Development: Builds effective teams, develops employees, establishes accountability, and creates an environment in which people take ownership of results.
Operational Excellence & Process Improvement: Challenges existing processes, identifies root causes, establishes consistent ways of working, and drives sustainable improvement.
Customer & Business Focus: Balances customer requirements with material availability, inventory, cost, profitability, and broader company objectives.
Cross-Functional Collaboration & Communication: Builds productive relationships and drives alignment across Sales, Finance, Operations, Customer Service, Purchasing, and EKK manufacturing locations.
Analytical Thinking & Execution: Uses data, sound business judgment, and structured problem solving to establish priorities, make decisions, resolve issues, and deliver results.
Knowledge, Skills & Abilities:
Strong people leadership, coaching, and communication skills.
Strong customer and business orientation.
Ability to lead through influence and work effectively across organizational boundaries.
Strong problem-solving, decision-making, and organizational skills.
Ability to manage competing customer, supply, and operational priorities.
Comfortable using data and KPIs to manage performance and drive improvement.
Working knowledge of ERP systems and commercial business processes.
Strong continuous improvement and process-oriented mindset.
Ability to grasp detailed operational issues while maintaining a broader business perspective.
Ability to build effective working relationships across locations, functions, and cultures.
Ability and willingness to travel between company locations as required.