Customer Account Rep, Strategic Ops

About the role

In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do. At Aurora Networks, we deliver exceptional customer experience through strong partnerships, operational excellence, and proactive problem solving. We’re looking for a Strategic Customer Operations Specialist to serve as a trusted partner to our customers while driving flawless execution across the order-to-delivery lifecycle.

Responsibilities

• Act as the primary operational contact for strategic customers
• Build trusted relationships through proactive communication and strong business alignment
• Lead customer discussions on order status, delivery timelines, and issue resolution
• Own the end-to-end order lifecycle (order entry to fulfillment and invoicing)
• Manage backlog to ensure accurate delivery commitments and revenue attainment
• Identify risks and drive mitigation to protect customer experience and business outcomes
• Partner across Sales, Product, Supply Chain, and Operations to deliver on commitments
• Drive resolution of complex, customer-impacting issues and escalations
• Align stakeholders and influence decisions using data and customer insights
• Analyze performance metrics to identify trends, risks, and improvement opportunities
• Support process improvements, system enhancements, and transformation initiatives
• Build reports and dashboards to drive better forecasting and decision-making

Requirements

• 3+ years in customer operations, order management, or supply chain in a B2B environment
• Experience with SAP or similar ERP systems
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management abilities
• Ability to manage multiple priorities in a fast-paced environment
• Advanced Excel and reporting capabilities

Qualifications

• Experience supporting enterprise or strategic accounts
• Exposure to CRM, EDI, or order automation tools
• Experience with process improvement, system implementations, or UAT
• Background in telecom, networking, or technology industries
• Experience working in global or matrixed organizations

Benefits

The candidate will be rewarded with a comprehensive benefits package, including medical, dental, and vision plans, life and accidental death insurance, a 401(k) plan, and participation in the Company’s Incentive Plan. Candidates starting with the Company will be eligible for eleven paid holidays in a full calendar year, two weeks of paid vacation (prorated based on start date), as well as other leave options.

Pay

Depending on experience, the range can be higher for candidates with exceptional experience and a demonstrated history of successful performance. This position's expected total compensation (base salary) is $70,600.00-$86,500.00

Schedule

N/A