Leads B2B customer operations teams responsible for order management, case resolution, service metrics, escalations, staffing, coaching, quality, and process improvement. Manages SLA compliance, backlog health, customer satisfaction, capacity planning, reporting, and cross-functional issue resolution. Develops employees, strengthens customer feedback processes, and improves service efficiency across commercial and strategic accounts.

Provides phone and email support to internal and external customers, documents interactions and order activities, resolves inquiries and pre-booking holds, and collaborates with sales and order management teams. The role supports accurate order fulfillment, maintains service standards, develops product and systems knowledge, and manages multiple tasks with professionalism and attention to detail.