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Jobs · Management · Minnesota

Customer Operations Lead

Marmon Foodservice Technologies · Brooklyn Park, MN · 2 wk ago
ManagementFull-time

About the role

The Customer Operations Lead ensures the Service Delivery Model comes to life at the customer level by driving disciplined, end-to-end ownership, diagnostic excellence, and proactive service execution for assigned accounts. This role creates value by translating customer context, demand patterns, and service signals into coordinated, cross-functional action—reducing customer effort, preventing repeat issues, and improving first-time resolution.

Key Responsibilities

  • Serve as the primary operational owner for assigned customer accounts

  • Act as the main point of contact for Commercial, Customer Service, and internal stakeholders

  • Engage with customers (virtually and in-person) to understand: Service experience, Pain points and friction, Emerging risks or concerns

  • Ensure customers experience clear ownership, proactive communication, and consistent service delivery

  • End-to-End Service Coordination & Ownership Discipline

  • Coordinate across Support, Warranty, Training, Engineering, and ASA teams without ownership transfer

  • Prevent ownership drift during escalations or cross-functional engagement

  • Ensure issues are resolved through the correct diagnostic and execution pathways

  • Reinforce adherence to standardized workflows and service processes

  • Escalation Management & Execution Discipline

  • Act as the escalation point for complex, sensitive, or high-impact issues

  • Ensure escalations are: Timely, Routed appropriately, Resolved without unnecessary handoffs

  • Maintain clear visibility and accountability during escalations

  • Demand Management & Insight Generation

  • Monitor service demand patterns, repeat issues, and escalation drivers for assigned customers

  • Identify systemic issues, emerging risks, and recurring failure modes

  • Translate service signals into actionable insights for: Training (capability gaps), Engineering (product/design issues), Support (process or diagnostic improvements)

  • Ensure insights feed into the broader closed-loop improvement system

  • Cross-Functional Collaboration (Sales, Support, Engineering, ASA)

  • Partner closely with Sales to support strategic customers and align on customer priorities

  • Collaborate with Support to improve diagnostic accuracy and execution

  • Engage with Training to prioritize capability development based on real demand signals

  • Engage with Engineering to improve diagnostics, documentation, and product readiness

  • Ensure alignment between customer expectations and operational execution

  • Diagnostic Excellence & Capability Coaching

  • Coach Technical Case Owners on diagnostic quality, ownership, and execution

  • Identify skill or knowledge gaps contributing to repeat issues or escalations

  • Reinforce diagnose-before-dispatch principles and resolution discipline

  • Promote consistent use of tools, workflows, and diagnostics across teams

  • Service Experience Optimization

  • Ensure service delivery aligns to defined customer expectations and service standards

  • Reduce customer effort by: Minimizing handoffs, Improving communication clarity, Preventing repeat contact, Proactively adjust service approach based on customer needs and demand patterns

  • Ensure service effort remains aligned to value and operational standards

  • Scalability & Continuous Improvement

  • Identify opportunities to reduce repeat demand and improve efficiency

  • Translate customer-specific insights into scalable improvements across the system

  • Support initiatives that reduce: Avoidable contacts, Escalations, Field dispatch

  • Reinforce a system-oriented mindset—ensuring solutions scale beyond individual accounts

Qualifications & Experience

  • Bachelor’s degree in Business, Operations, Engineering, or related field (or equivalent experience)
  • 5–8+ years of experience in customer operations, technical support, or service delivery roles
  • Experience working with complex customer accounts and cross-functional teams
  • Strong understanding of: Service operations and contact center environments, Diagnostic troubleshooting processes, Field service and dispatch dynamics
  • Experience collaborating with Sales, Engineering, and operational teams

Key Skills & Competencies

  • Strong customer-facing leadership and relationship management
  • Systems thinking and end-to-end ownership mindset
  • Diagnostic and problem-solving capability
  • Data-driven decision-making and insight generation
  • Cross-functional collaboration and influence
  • Strong communication and escalation management skills
  • Coaching and capability development
  • Continuous improvement mindset

Nice-to-Have / Future-Focused Capabilities

  • Experience supporting strategic or enterprise customer accounts
  • Familiarity with KPI dashboards and service analytics tools
  • Exposure to customer experience (CX) frameworks such as CES
  • Experience in aftermarket, field service, or equipment-based environments
  • Leverage Lean / Six Sigma or process improvement experience

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