Senior Manager, Consumer Tools and Technology

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Lead the strategy, execution, governance, and ongoing enhancement of operational tools, technologies, business processes, and order flow governance.

• Act as the business owner for operational technology projects that support Sales, Care, and Customer Success teams.

• Collaborate with Information Technology, Product, Sales, Customer Care, and Operations teams to identify requirements and outline system specifications.

• Supervise testing, validation, quality assurance, production readiness, and the implementation of technology solutions.

• Direct the Tools, Tech, and Process organization, which includes two managers and one specialist.

• Own the roadmap for technology related to Sales, Customer Care, and Order Operations.

• Propel automation, workflow enhancements, operational documentation, adoption strategies, and ongoing system optimization.

• Lead the Order Flow Operations organization and ensure enterprise governance of customer orders from submission to complete installation.

• Coordinate the enterprise Order Flow War Room and facilitate the cross-functional resolution of high-priority order challenges.

• Manage operational governance for a monthly order pipeline that exceeds 40,000 customer orders.

• Decrease order fallout from approximately 25% to below 10%.

• Enhance order quality and installation readiness, minimizing avoidable dispatches and contributing to over $2 million in projected annual savings.

• Conduct root cause analyses, develop corrective actions, improve exception-handling processes, and create dashboards, operational reports, and KPI monitoring.

• Lead cross-functional operational reviews and executive War Room sessions.

• Spearhead Lean and continuous improvement initiatives by leveraging automation and technology.

• Foster accountability, change management, executive communications, leadership development, and customer-centric operational excellence.

⛳️ Requirements

• Bachelor's degree in Business, Information Systems, Operations, Engineering, Computer Science, or a related discipline.

• 7–10 years of progressive leadership experience in Sales, Sales Operations, Technology, Business Operations, Telecommunications, or Customer Operations.

• Proven experience in leading business technology initiatives and operational transformation projects.

• Demonstrated ability to gather business requirements and collaborate effectively with IT teams.

• Experience in leading User Acceptance Testing (UAT), business validation, and production rollouts.

• Strong understanding of operational workflows and order management systems.

• Experience in leading cross-functional operational governance.

• Excellent analytical, problem-solving, and organizational skills.

• Advanced proficiency with Power BI, Tableau, SQL, Excel, or similar reporting tools.

• Experience with Lean, Six Sigma, Agile, or Product Management is preferred.

🏝️ Benefits

• Competitive compensation.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Employee assistance program.

• 401(k) plan with company match.

• Voluntary benefits.

• Paid time off programs.

• Wellness support covering physical, emotional, and financial health.

• Flexible work arrangements based on position, business needs, and individual circumstances.

• Technology that fosters team connectivity.

• Hybrid workforce environment.

• Equal opportunity and inclusion initiatives.

• Reasonable accommodations for applicants with disabilities or veteran status.