Customer Business Operations Specialist IV

About the role

We are seeking an experienced Customer Business Operations (CBO) professional to support strategic customer accounts across North America and Europe while driving operational excellence, customer satisfaction, and revenue assurance.

This role combines ownership of customer demand planning, strategic delivery management, contract execution, and revenue risk mitigation with opportunities to lead cross-functional initiatives, influence business outcomes, mentor team members, and improve critical business processes.

Responsibilities

• Customer Demand Planning & Delivery Management
• Own customer demand planning activities and delivery alignment for assigned strategic accounts.
• Partner with Sales, Business Management, Business Operations, WWOPS, Finance, and Order Management to develop delivery strategies supporting customer and business objectives.
• Monitor customer demand, delivery commitments, capacity constraints, and fulfillment risks, driving proactive resolution plans.
• Support large-order planning and complex delivery scenarios to improve predictability and customer satisfaction.
• Revenue Assurance & Risk Mitigation
• Identify, assess, and mitigate operational, delivery, contractual, and revenue-related risks.
• Serve as a primary point of contact for complex customer and operational issues, driving resolution through cross-functional collaboration.
• Evaluate risks and opportunities impacting bookings, shipments, and revenue timing and provide recommendations to management.
• Escalate critical business issues as appropriate and facilitate stakeholder alignment and resolution.
• Contract & Commercial Execution
• Support execution of customer agreements, enhanced terms, and entitlement requirements while ensuring operational alignment to approved business commitments.
• Partner with Sales, Legal, Trade Compliance, Tax, Treasury, Finance, and other stakeholders to facilitate deal execution and issue resolution.
• Ensure required documentation, approvals, and supporting records are maintained in accordance with business and compliance requirements.
• Provide operational guidance related to contract execution, entitlement requirements, and commercial processes.
• Cross-Functional Leadership & Process Improvement
• Lead moderately complex cross-functional projects and initiatives that improve customer experience, operational effectiveness, and business performance.
• Identify opportunities for process improvements and support implementation of automation, digital tools (including AI), and best practices.
• Influence and collaborate with stakeholders across functions, geographies, and organizational levels to achieve business objectives.
• Share knowledge, mentor team members, and contribute to organizational capability development.
• Business Analysis & Reporting
• Analyze customer, operational, delivery, and revenue-related data to identify trends, risks, and opportunities.
• Develop business analyses, operational insights, and recommendations that support management decision-making.
• Prepare and present business reviews, escalation summaries, and performance updates to management and stakeholders.

Qualifications

• Bachelor’s Degree or equivalent experience.
• 7–10 years of experience in Sales Operations, Customer Business Operations, Order Management, Revenue Operations, Supply Chain, Demand Planning, Customer Support Operations, or related business functions.
• Experience supporting strategic customer accounts and working in a cross-functional business environment.
• Strong understanding of demand planning, contract execution, customer fulfillment, revenue-related business processes, and risk management.
• Experience leading projects and driving process improvements.
• Strong analytical, problem-solving, and decision-making capabilities.
• Experience with ERP systems (SAP preferred), business intelligence tools, and operational reporting.

Preferred Qualifications

• Semiconductor, capital equipment, manufacturing, or other high-technology industry experience.
• Experience supporting North America and Europe customer accounts.
• Experience with customer demand planning, contract management, entitlement processes, and revenue assurance activities.
• Experience with automation, process optimization, data analytics, AI-enabled tools, or digital transformation initiatives.
• Demonstrated experience serving as a subject matter expert and leading cross-functional initiatives.