Job Title: Senior Manager, Customer Operations
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Join Decklar – Where Innovation Meets Impact
At Decklar, we’re redefining how the world makes decisions. Our AI-driven Decision Intelligence platform and purpose-built IoT sensors are transforming supply chains, logistics, and industrial operations across the globe. What drives us isn’t just technology—it’s people who lead with purpose, solve real-world problems, and thrive in environments where ideas turn into action.
Puebla is becoming a cornerstone of our innovation and execution network
About Decklar:
Role Overview
Senior Manager, Customer Operations
hardware logistics
The role requires deep operational and analytical expertise combined with customer-facing acumen to balance internal process excellence with external relationship management. The ideal candidate thrives in a fast-paced, data-driven environment and can influence across multiple departments to achieve operational success.
Key Responsibilities
Customer Operations Management
- Lead and optimize the
order-to-activation process
, including order intake, inventory allocation, hardware shipment, and software service enablement. - Ensure accurate and timely
order fulfillment
, device provisioning, and synchronization with customer subscription start dates. - Manage and improve
billing and invoicing accuracy
in coordination with Finance, ensuring hardware and SaaS billing alignment. - Oversee
RMA, returns, and recirculation programs
to maximize hardware utilization and reduce inventory waste. - Maintain and enforce
service-level agreements (SLAs)
and ensure operational KPIs are met or exceeded.
Customer Relationship & Escalation Management
- Serve as the operational liaison for key enterprise and channel clients — ensuring timely resolution of delivery, activation, or service issues.
- Develop and maintain strong relationships with customer leadership teams; proactively communicate performance, forecasts, and improvement plans.
- Manage exception handling and escalations with urgency, ownership, and clarity.
- Participate in quarterly business reviews (QBRs) and provide operational insights to strengthen client trust and retention.
Cross-Functional Collaboration
- Partner with
Supply Chain, Manufacturing, and Logistics
to ensure alignment between production forecasts, demand planning, and delivery schedules. - Collaborate with
Customer Success and Product
teams to ensure operational readiness for new product launches and firmware updates. - Work closely with
Finance and FP&A
to forecast cost-to-serve, hardware recovery, and revenue recognition timelines. - Serve as a key contributor in executive operations reviews — presenting data-driven insights and recommendations.
Data, Reporting & Analysis
- Own and maintain all
Customer Operations KPIs
, including on-time delivery (OTD), order accuracy, billing accuracy, return rate, and device recirculation velocity. - Leverage analytics to identify operational bottlenecks, forecast hardware utilization, and recommend process optimizations.
- Develop and distribute weekly and monthly performance dashboards for leadership visibility.
- Drive accountability across internal teams using metrics-based performance management.
Process Improvement & Operational Excellence
- Lead
continuous improvement initiatives
to streamline workflows, enhance automation, and eliminate inefficiencies across the order-to-cash process. - Implement standardized
SOPs, process documentation, and best practices
across global operations teams. - Champion
data integrity and process compliance
within ERP, CRM, and fulfillment systems. - Evaluate and implement tools or technology enhancements to improve customer operations visibility and scalability.
Team Leadership
- Lead, coach, and develop a team of Customer Operations and Order Management professionals.
- Foster a culture of accountability, operational excellence, and customer obsession.
- Collaborate with HR and leadership to define performance metrics, succession planning, and career development paths.
Qualifications
Required Experience:
- 6–10 years of progressive experience in
Customer Operations, Supply Chain, or Order Fulfillment
roles within IoT, GPS tracking, or SaaS-enabled hardware businesses
. - Proven success managing large-scale customer operations with high order volumes and complex fulfillment requirements.
- Deep understanding of
hardware/software integration workflows
, including device activation, SIM provisioning, and SaaS onboarding. - Demonstrated proficiency in
data analytics, forecasting, and KPI management
; comfortable using Excel, SQL, and BI platforms (e.g., Tableau, Power BI). - Strong command of ERP and CRM systems (NetSuite, Salesforce, SAP preferred).
- Experience leading
process optimization or automation initiatives
, ideally using Lean, Six Sigma, or Agile methodologies. - Track record of
building and managing relationships with enterprise-level clients
and driving measurable service improvements. - Excellent written, verbal, and executive presentation skills.
Preferred Experience:
- Bachelor’s degree in Business, Supply Chain Management, or Operations (MBA preferred).
- Background in
hardware-as-a-service (HaaS)
or recurring-revenue business models. - Experience working with global logistics, 3PL partners, and reverse logistics programs.
- Familiarity with
IoT data analytics
, telematics platforms, or connectivity management systems. - Experience managing cross-functional teams in a high-growth, venture-backed environment.
Key Competencies
- Strong Business Acumen with Verbal & Written Fluency in English
- Strategic Operational Leadership
- Customer Centricity & Relationship Management
- Data-Driven Decision Making
- Supply Chain & Fulfillment Expertise
- Continuous Improvement & Process Design
- Cross-Functional Influence & Communication
- Analytical and Financial Acumen
- Executional Excellence and Accountability
Success Metrics
- Improvement in
On-Time Delivery (OTD)
and Order Accuracy Rate
- Reduction in
RMA/Return Rate
and Cycle Times
- Accuracy of
Billing and Revenue Recognition
- Growth in
Customer Satisfaction (NPS)
and Retention
- Reduction in
Operational Cost-to-Serve
- Improved
Hardware Recirculation Velocity
Read more about how Responsible Rebels at Decklar make great things happen!
https://www.decklar.com/resources/blogs/we-are-responsible-rebels/
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