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%.

EEO Statement

ECCO prohibits harassment and discrimination in employment on the basis of actual or perceived race, color, religion, religious creed, sex or gender (including pregnancy, childbirth, and related medical conditions), gender identity and gender expression (including transgender status), national origin, ancestry, sexual orientation, marital status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, age, military and/or veteran status, or any other characteristic protected by federal, state, or local law.

ECCO also recognizes and supports the obligation to reasonably accommodate employees to allow them to perform the essential functions of their jobs. Accordingly, ECCO will endeavor to make a reasonable accommodation to applicants and employees who have requested an accommodation or for who ECCO has notice may require such an accommodation, without regard to any protected classifications, related to an individual’s: (i) physical or mental disability; (ii) sincerely held religious beliefs and practices; (iii) needs as a victim of domestic violence, sex offenses or stalking; (iv) needs related to pregnancy, childbirth or related medical conditions; and/or (v) any other reason required by applicable law, unless the accommodation would impose an undue hardship on the operation of our business. Any individual who would like to request an accommodation should contact Human Resources at 603-537-7300.

Applicants or employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. ECCO will not allow any form of retaliation against applicants or employees who raise issues of perceived harassment or discrimination in good faith.

ECCO is happy to provide information related to your rights under Federal employment regulations. Please refer to the following link: https://mandatoryview.com/?LicenceId=b80202c8-9ea9-430f-80bc-bcfa53648e0a&ProductType=OnlineApplicant&SubType=PG

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Customer Service Operations Manager