Customer Service Manager

About the role

The Customer Service Manager role focuses on the strategic leadership and operational performance of the Customer Service function across multiple locations. This role ensures consistent, high-quality customer experience through the effective management of people, processes, and systems.

Responsibilities

• Lead a multi-site Customer Service organization
• Establish clear performance expectations and accountability across regions
• Drive employee engagement, development, and retention
• Define and execute Customer Service strategy aligned with organizational priorities
• Partner with cross-functional leaders to support commercial and operational objectives
• Represent Customer Service in business initiatives and transformation efforts
• Oversee end-to-end customer service and order management performance
• Ensure standardization and compliance with established processes and policies
• Address and resolve operational risks impacting service delivery
• Lead continuous improvement initiatives to enhance efficiency and scalability
• Support adoption of new processes and technologies across the team
• Establish and monitor KPIs and service metrics
• Use data to drive performance improvements and inform decision-making
• Ensure delivery against departmental goals
• Serve as an escalation point for complex customer issues
• Partner with Sales and key stakeholders to support customer retention and growth
• Maintain strong internal and external relationships

Requirements

• 5+ years of Customer Service leadership experience in a B2B business model
• Experience in manufacturing or industrial environment
• Strong strategic and operational management capabilities
• Proven ability to influence and collaborate with cross-functional stakeholders
• Experience managing customer service operations, including order management workflows
• Strong analytical, problem-solving, and decision-making skills
• Excellent communication and relationship management skills
• Experience with ERP and CRM systems

Qualifications

• Bachelor’s degree or equivalent experience
• Customer-focused mindset with a continuous improvement approach
• Ability to lead change and drive adoption of new processes and systems
• Strong organizational and prioritization skills
• Collaborative leadership style
• High attention to detail

Skills

• Strategic Leadership
• Team Management
• Operational Performance
• Process & Systems Improvement
• Customer & Stakeholder Management

Benefits

This position offers a salary range of USD 85,895.00 - 128,843.00 per year. Final salary offers are determined by multiple factors, including education, experience, internal equity, geographic location, and the candidate’s expertise, and therefore may vary from the range listed. For roles based outside Massachusetts, the applicable salary range may be lower.

We offer a comprehensive benefits package, including:

• A robust retirement plan with a 5% employer 401K contribution, plus a 50% match on up to 3% of your contributions
• A comprehensive and supportive parental leave policy
• Generous time off, including 9 observed holidays, 1 floating holiday day, up to 15 caregiver days, and 80 hours of annual sick leave
• Community engagement opportunities with 3 paid volunteer days each year
• And many more benefits such as three healthcare plans with HSA contributions

Learn more about our commitment to diversity and inclusion at Our Inclusion Commitments. We are an Equal Opportunity Employer committed to diversity and inclusion in the workplace.