Senior Manager, Customer Operations

By living according to a common set of values, we create a culture that unifies, embraces the uniqueness we all bring to the company, and positions Integer for long-term success.

At Integer, our values are embedded in everything we do.

Customer

We focus on our customers’ success

Innovation

We create better solutions

Collaboration

We create success together

Inclusion

We always interact with others respectfully

Candor

We are open and honest with one another

Integrity

We do the right things and do things right

Reports To:

Director, Operations

Location:

Varies

Career Band Level:

M3

Family:

Customer Success

FLSA Status:

Exempt

Discipline:

Operations

Date Revised:

04.01.25

Who we are:

Integer is a global organization providing innovative, high-quality technologies and manufacturing to Medical Device OEM’s to enhance the lives of patients worldwide. Our two major business lines are as a Medical Device Outsourcer (including the businesses of Cardiac & Vascular, Cardiac Rhythm Management & Neuromodulation, and Power Solutions) and a provider of high-end, niche batteries. We are guided by our six values, including Customer, Innovation, Collaboration, Inclusion, Candor, and Integrity. Working at Integer means you are part of a team passionately pursuing excellence in all that we do and always reaching for the next great achievement.

What you will do in this role:

The Sr. Customer Operations Manager provides leadership to manager, supervisors, and professional staff within the Customer Operations function and is accountable for the performance and results of the Customer Operations Specialist team.  This role sets the strategic direction, develops business plans, identifies priorities, and allocates resources to deliver exceptional service and drive operational excellence. Decisions in this role are guided by broader business, functional, and site strategies.

This position plays a key role in advocating for the customer, working closely with Operations, Planning, Engineering, Quality, and Sales to deliver innovative solutions that meet our customers’ needs with speed, accuracy, and exceptional communication.  This position will work directly with “factory direct” customers to support their quoting, order entry, and general service needs, while assisting in the support of the Customer Success Enterprise accounts to enhance their overall Customer Experience with Integer and help drive long term relationships with Integer Enterprise customers. 

The Sr. Customer Operations Manager will be a member of the Site Leadership Team and a key partner with the Director of Operations.  The primary purpose of this job is to act as the site based customer champion and develop the unconstrained unit forecast for the S&OP process.

Accountabilities & Responsibilities:

·        Adheres to Integer’s Values and all safety, environmental, security and quality requirements including, but not limited to: Quality Management Systems (QMS), Safety, Environmental and Security Management Systems, U.S. Food and Drug Administration (FDA) regulations, company policies and operating procedures, and other regulatory requirements.

·        Provides leadership to the Customer Operations team by managing resources, setting strategic direction, developing and managing performance toward key business metrics (e.g., Order Acknowledgement, Quote Cycle Time), and identifying improvement opportunities to better serve customers.

·        Leads and trains team members, prioritizes activities, and ensures process execution and compliance with established timelines and policies, and is accountable for the performance results.

·        Executes strategies and sets policies in collaboration with leadership to align with functional and business objectives; decisions are guided by policies and procedures.

·        Persuades others to adopt a different point of view including Site Leadership Team and fosters a culture of customer advocacy throughout the facility.

·        Acts as subject matter expert and liaison, providing guidance to the team, peers, and customers; represents Integer and the site during customer communications, visits, production meetings, and issue resolution.

·        Applies deep industry knowledge, competitive awareness, and broad expertise across Customer Operations, Sales, Planning, and Quality to support business decisions and elevate the customer experience.

·        Develops innovative, scalable solutions by leading cross-functional collaboration to address complex technical, operational, and organizational challenges.

·        Partners with Factory Direct, Corporate, Strategic, and Multi-Site customers through direct engagement or collaboration with Sales and Customer Success Enterprise to meet requirements, drive growth, and build long-term relationships.

·        Works closely with Sales, Customer Success, and internal stakeholders to resolve escalations, understand requirements, implement solutions, and communicate effectively across functions.

·        Sets direction on operational excellence by providing timely data and information for Quarterly Business Reviews, contract reviews, order entry, confirmation processes, and customer escalations.

·        Drives forecasting efforts by supporting monthly and annual planning processes, performing data reconciliation, and contributing business insights.

·        Drives performance by establishing sales goals for Factory Direct customers and collaborating with Customer Operations teams at other facilities to develop cross-site sales opportunities.

·        Leads the quotation process for Repeat and Standard Products and supports the Strategic Product Family group with new product quotations.

·        Coordinates with facility functions such as Planning, Operations, and Purchasing to fulfill customer requests, including order expedites and change requests.

·        Ensures adherence to ISO certification requirements and participates in customer service-related audits (e.g., Quality, Finance, Customer).

·        Performs other duties as required.

Leadership and Team Development
 

• Provide daily guidance and leadership to the customer service team.
• Conduct regular one-on-one and team meetings to review performance, goals, and improvement plans.
• Identify training needs and develop competencies to strengthen team performance.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Promote a self-managed and decision-driven team environment that encourages innovation and customer focus.
   

Technical And Analytical Skills
 

• Analyze and interpret customer forecasts, sales trends, and order patterns to anticipate needs and support production planning.
• Prepare and present accurate reports on KPIs, customer performance, and service improvements.
• Identify opportunities for organic revenue growth through inbound and outbound customer interaction.

Education & Experience:

·       Minimum Education:

• Bachelor’s degree in Business Administration, Industrial Engineering, International Trade, or a related field.
• Master’s degree (MBA) or certification in Customer Experience, Lean, or Six Sigma is a plus.

Minimum Experience:

• Minimum 8–10 years of experience in Customer Service, Sales Operations, Supply Chain or Planning within a manufacturing, medical, or Tier 1 supplier environment, including at least 3–5 years in a managerial or supervisory position.

Technical Proficiency

• Advanced Microsoft Office skills (Excel, PowerPoint, Word).
• ERP systems experience required (Oracle and SAP)
• Knowledge of D365 and Power BI is a plus.

U.S. Applicants: Equal Opportunity Employer. In addition, veterans and individuals with disabilities are encouraged to apply.