Type: Full Time
Location: Perry, OH - Fully onsite
Reporting to the Vice President/General Manager, the Sales Operations Manager is responsible for driving customer satisfaction, achieving financial performance objectives, and expanding business growth within existing customer accounts. This role leads Program Managers, Customer Service Representatives, and cross-functional Customer-Focused Teams while serving as a key member of the site leadership team. The Sales Operations Manager partners across the organization to support business growth, operational excellence, employee development, and financial performance.
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Lead, coach, and develop Program Managers, Customer Service Representatives, and Customer-Focused Teams to balance customer requirements, cost objectives, and production schedules.
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Build and strengthen customer relationships to identify opportunities for organic revenue growth and account expansion.
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Ensure exceptional customer service and maintain high levels of customer satisfaction across all accounts.
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Manage customer cost reduction initiatives while protecting profitability through alternative sourcing, process improvements, and strategic solutions.
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Collaborate with cross-functional teams to secure resources and drive customer approval of cost-saving initiatives.
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Improve customer service processes and operational efficiency through Lean and continuous improvement methodologies.
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Partner with the Strategic Growth Director to support new product introduction (NPI) programs and growth initiatives.
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Support annual budgeting and strategic planning activities in partnership with site leadership and Finance.
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Lead monthly business reviews focused on customer forecasts, margins, excess and obsolete inventory, returned materials, and accounts receivable performance.
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Conduct sales and demand forecasting to identify trends and support operational planning.
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Develop and mentor team members to support succession planning and organizational growth.
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Oversee recovery performance across assigned customer accounts, including excess and obsolete inventory recovery, tariff recovery, cost pass-through execution, and accounts receivable collection.
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Manage customer commercial agreements, including contracts, long-term agreements, pricing agreements, amendments, and related documentation.
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Ensure compliance with customer commercial terms and proactively identify contractual risks, revenue leakage, and recovery opportunities.
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Lead contract negotiations within approved authority levels, including pricing, commercial terms, change orders, and contract amendments, working closely with Legal, Finance, and senior leadership.
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Support New Product Introduction (NPI) activities by participating in customer review processes and ensuring commercial readiness before product launch.
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Drive Management of Change (MOC) processes to align contractual, pricing, and margin assumptions with business objectives.
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Ensure timely implementation of pricing updates, surcharges, tariffs, and contractual modifications.
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Maintain alignment between customer agreements and enterprise systems to ensure accurate execution and governance.
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Bachelor’s degree or equivalent combination of education and experience.
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5+ years of experience in program management, project management, sales, business development, account management, or a related field.
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3+ years of experience leading and developing teams with demonstrated success in employee performance management and coaching.
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Strong financial acumen with experience managing margins, forecasting, budgeting, and business performance metrics.
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Experience with commercial agreements, contract negotiation, pricing strategies, and revenue management.
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Proven ability to build customer relationships, identify growth opportunities, and achieve business objectives.
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Strong negotiation, problem-solving, and decision-making skills.
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Excellent written, verbal, and interpersonal communication skills.
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Demonstrated ability to execute business strategies and deliver measurable results.
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Strong organizational and project management skills with the ability to manage multiple priorities simultaneously.
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Bachelor’s degree in Business, Engineering, Supply Chain, or a related field; advanced business education is preferred.
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Experience in strategic planning and business execution.
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Lean, Six Sigma, or continuous improvement experience.
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Experience across multiple disciplines, including program management, sales, business development, and customer operations.
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Experience in contract manufacturing, electronics manufacturing services (EMS), or a related production environment.
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Experience supporting customers in highly regulated industries such as aerospace, defense, medical devices, or life sciences.
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Knowledge of New Product Introduction (NPI), Management of Change (MOC), and commercial governance processes.
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