Customer Operations Manager

We are seeking an experienced and highly motivated Customer Operations Manager to lead our Order Fulfillment team. This individual will be responsible for developing and continuously improving the systems and processes that support this critical function. The ideal candidate is proactive, detail oriented, and thrives in a dynamic, fast paced environment.

In this role, you will play a key part in enhancing cross-functional collaboration, improving operational efficiency, and ensuring customer satisfaction. Your leadership will help foster strong, long lasting relationships with our customers and ensure seamless internal coordination.

KEY RESPONSIBILITIES

Customer service

• Design and implement scalable customer service processes and systems.
• Manage collaborative email inbox and ticketing system to ensure timely and accurate responses.
• Oversee the flow of information between inboxes, the ticketing system, and the company’s CRM
• Collaborate with team leaders and heads of other departments to implement consistent and high customer service standards company-wide.
• Monitor key performance indicators for responsiveness and service quality.
• Identify opportunities to proactively create customer support resources (tutorials, Q&A pages, support articles, etc.) and, with team leaders, implement these resources.
• Serve as the direct interlocutor with the Director of Sales to collaboratively address complex customer service inquiries.

Order processing, fulfillment, and invoicing

• Oversee all order processing and monitor key performance metrics related to the accuracy of data entry, process speed, and quality of issue resolution.
• Implement controls to maintain clean and reliable order data within ERP and company systems.
• Maintain and regularly update accurate product information in the ERP and other platforms. Assist our Director of Strategic Opportunities (or a similar senior leadership position, should one be appointed) with inventory planning by conducting bi-weekly inventory reviews and compiling data for forecasts.
• Personally supervise fulfillment and implementation for the company’s largest and most complex customers to ensure seamless coordination between all teams and departments and strictly adhere to schedules.
• Monitor daily order workflows to ensure all steps—entry, approval, fulfillment, and invoicing—are completed on schedule. Coordinate closely with Sales, Finance, and Warehouse/Logistics teams to align order timelines, inventory availability, and delivery expectations.
• Review and validate sales order documentation for completeness and compliance with customer agreements and internal policies.
• Ensure all orders are invoiced correctly and promptly, identifying and resolving discrepancies between orders, shipments, and invoices.
• Standardize order processing procedures across teams to ensure consistency, scalability, and compliance with internal controls.
• Troubleshoot and resolve complex or urgent order issues, including partial shipments, backorders, and delivery exceptions.
• Generate weekly and monthly reports to track order processing volume, error rates, turnaround times, and other key performance indicators.
• Collaborate with IT and systems teams to refine order processing tools and automation workflows within the ERP system, continuously improve system integrations related to customer service and fulfillment, and promptly resolve any related issues.
• Stay informed about updates to tax, shipping, or regulatory requirements that may impact order handling or invoicing processes.

Team Management & Cross-Functional Collaboration

• Train and onboard new members of the Orders team in coordination with team leads. Anticipate the company’s capacity needs and propose hiring of permanent and temporary employees and contractors
• Collaborate closely with the Customer Success and EdTech teams to ensure a seamless post-sale experience, supporting successful product implementation, issue resolution, and continuous improvement of customer-facing processes.
• Conduct performance reviews for team members within the Orders department.
• Assist our Director of Strategic Opportunities (or a similar senior leadership position, should one be appointed) with miscellaneous tasks, including customer contract review, sale profitability analysis, and reporting

KEY QUALIFICATIONS

• At least a bachelor’s degree from an accredited institution in Operations Management, Business Administration, or a related field.
• Minimum of 5 years of experience in operations management, with at least 2 years in the publishing or education sector.
• Significant experience in high-volume customer-facing capacities, which may include experience working with external customers in a sales organization or supporting internal customers, such as teachers, principals, or parents at an educational institution.
• Experience using ERP systems, preferably NetSuite.
• Experience with Zoho CRM, or another CRM tools, preferred.
• Professional working proficiency in both English and Spanish (written and spoken).
• Experience managing teams of five or more people.
• Ability to work extended hours during back-to-school seasons, specifically mid-July through mid-September and the month of January.
• High flexibility and adaptability, as required to meet deadlines, and coordinate with colleagues in different time zones.
• Comfortable working independently and collaboratively across time zones in a fast paced environment.

BENEFITS

• Health insurance
• Up to 12 weeks of parental leave, paid 50%
• 16 days PTO, which will increase to 25 days after two years with the company
• All federal holidays off
• Retirement plan with 3% employer match
• Paid lunch break in the middle of an 8-hour work day

To apply, submit your cover letter and resume to [email protected].

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, age, or protected veteran status.