Customer Service Operations Manager

Customer Service Operations Manager

At ECCO, we believe people are at the heart of our success. We are seeking a Customer Service Operations Manager to lead and evolve our order operations while driving business transformation across systems, processes, and ways of working. This role owns the end-to-end execution of customer order operations, with a strong focus on operational excellence, scalability, and continuous improvement. The Customer Service Operations Manager partners closely with Logistics, Demand Planning, Sales, Finance, and Customer Service teams to improve order accuracy and cycle time, strengthen controls, and deliver a seamless customer experience, supported by data-driven insights and robust analytics.

This hybrid position requires onsite presence at our corporate office located in Salem, NH (3 days onsite, 2 days remote).

What You'll Do:

Lead and oversee end-to-end order operations across SAP and D365 platforms, ensuring accurate, timely, and compliant order-to-cash execution.

Manage, coach, and develop a high-performing team, including goal setting, performance management, and ongoing professional development.

Drive process standardization, system optimization, and continuous improvement initiatives to improve efficiency, scalability, and customer experience.

Support enterprise-wide business transformation initiatives, including ERP enhancements and cross-functional programs.

Own order operations flow jobs and allocation, KPIs, and reporting, using data and insights to identify risks, measure performance, and drive informed decision-making.

Serve as acting Director of Customer Service in the Director's absence.

Note: This job posting does not include responsibilities that may become apparent during the execution of the duties of the position.

Minimum Qualifications – Education & Experience

Bachelor's or Associate's degree in Business or related field preferred; 2-4 years of relevant professional experience in lieu of education.

7-10 years' of experience in a leadership role within Customer Service/Sales Support or equivalent relevant experience.

Exposure to Project Management or leading initiatives preferred.

Minimum Qualifications – Skills & Abilities

Excellent communication skills (both verbally and written) and ability to exchange information with others clearly, concisely and professionally.

Team player with strong influence, collaborations, strategic and consultative skills.

Advanced knowledge of MS Office Products (Word, PowerPoint, Outlook, Excel etc.).

Advanced knowledge on CS/Ops Department Systems (SAP, D365 Finance & Ops, D365 CRM, Adyen, Kount).

Ability to read, write, and speak English at a proficient level.

Travel Requirements

Ability to travel, domestically and internationally, up to 5%.