Customer Operations Manager

This is a fully remote position, open to applicants in Alabama, +45 more states.

📋 Description

• Act as the main post-sales operational contact for significant customers in North America.

• Oversee daily customer operational requirements and manage escalations.

• Conduct Quarterly Business Reviews focusing on delivery performance, quality metrics, and alignment of production roadmaps.

• Collect and monitor customer production forecasts, converting them into actionable insights for manufacturing and supply chain teams.

• Monitor and manage open purchase orders to ensure timely delivery commitments are met.

• Collaborate with manufacturing and logistics teams to address delays.

• Recognize and escalate technical integration issues.

• Handle formal escalations related to hardware defects, shipping complications, and field failures.

• Supervise the Return Merchandise Authorization process.

• Coordinate the replacement of faulty components and the recovery of units for failure analysis.

• Travel to Silvus headquarters in Los Angeles and across the continental U.S. to engage with key customers.

• Perform other related tasks as assigned.

⛳️ Requirements

• Bachelor’s degree in Operations, Supply Chain Management, Business, or a related discipline.

• Over 3 years of experience in post-sales operations, account management, or technical project coordination, ideally within a defense hardware or manufacturing context.

• Strong capability to analyze production schedules, purchase orders, and demand forecasts.

• Outstanding communication skills, with the ability to bridge customer business requirements and internal manufacturing limitations.

• Proficiency in Microsoft Office, particularly Excel.

• Experience with Oracle or similar ERP systems is advantageous.

• Must be a U.S. Person (U.S. Citizen or U.S. Permanent Resident).

• Successful completion of a background check and drug test is required.

• A military background with experience in logistics, operations, or program coordination is preferred.

• Familiarity with defense hardware, communications systems, or tactical equipment is preferred.

• Experience in OEM or government contract settings is preferred.

• Capability to lift equipment up to 20 lbs.

• Willingness to travel up to 30% of the time.

🏝️ Benefits

• Incentive Bonus Plans.

• Medical, Dental, and Vision benefits.

• 401K with Company Match.

• 10 Paid Holidays.

• Generous Paid Time Off Packages.

• Employee Stock Purchase Plan.

• Paid Parental & Family Leave.

• Referral Payment Plan.

• 100% remote work available depending on location.