Customer Operations Manager

Back to jobs New Customer Operations Manager Kirkland, WA Apply Radar Reinvented. Echodyne offers the world’s first compact solid-state true beam-steering radar for a wide range of industries and applications. Our high-performance radars work in all weather and are designed for autonomous vehicles, uncrewed aircraft & drones, and security of borders, critical infrastructure, and smart cities. The company combines the patented technology of metamaterials with powerful software to create a radar sensor with unprecedented performance at commercial price points. Echodyne offers its radars to companies working in Automotive, Transportation, Critical Infrastructure Protection, Border Security, Smart Cities, Uncrewed Aircraft Systems (UAS), and Airspace Management including Urban Air Mobility (UTM). Echodyne is seeking a CUSTOMER OPERATIONS MANAGER to join our fast-growing team.  ROLE OVERVIEW In this role, you will be responsible for monitoring and coordination of open customer orders to ensure delivery commitments are met. Because this is a newly established role, the individual will play a key role in developing and improving processes related to order status communication, delivery management, and internal coordination. The role requires strong organizational skills, proactive communication, and the ability to gather information across multiple teams to support accurate order management. This role will report to the VP, Operations. RESPONSIBILITIES Customer Communication & Order Support Serve as the primary point of contact for delivery inquiries and order status updates from the Sales team and customers Provide timely and accurate communication regarding order progress, delays, and expected ship dates. Proactively communicate potential delays or risks to committed ship dates Order Management Maintain and update sales orders in the ERP system when delivery dates change or orders become past due Adjust and reschedule orders based on production capacity and material availability Ensure order data accuracy including quantities, ship dates, and customer requirements Open Order Management Monitor all open customer orders to ensure delivery commitments are being met Identify past-due or at-risk orders and coordinate internally to determine recovery plans Communicate order status updates and delivery changes to the Sales team Maintain visibility of open orders and delivery performance across teams Cross-Functional Coordination Work closely with Production teams to gather updates on build progress and manufacturing schedules. Coordinate with Supply Chain and Purchasing to obtain status on purchased materials and expected delivery dates. Consolidate production and supply updates to provide clear and consistent order status information to Sales RMA Management Process and manage Return Material Authorization (RMA) requests Coordinate with Quality, Operations, and Sales to ensure proper evaluation, return handling, and resolution Process Development & Continuous Improvement Help establish and document processes for managing delivery inquiries, order status updates, and internal communication workflows Identify opportunities to improve order visibility, response time, and cross-functional coordination Develop tools, reports, or tracking methods to improve management of open orders and delivery commitments Support implementation of best practices for order management and customer communication Reporting & Tracking Maintain reporting and tracking tools for open orders, past-due orders, and delivery commitments Support development of dashboards or reports to improve visibility of delivery performance Documenting customer communications and order updates for internal reference REQUIRED SKILLS / EXPERIENCE Proficiency with Salesforce CRM, ERP/MRP systems (NetSuite, SAP, Oracle, or similar), and tools like Jira or Confluence Strong organizational, communication, and problem-solving skills Ability to coordinate across multiple departments and manage competing priorities DESIRED SKILLS / EXPERIENCE  (Looking for one or more as a complement to the core skills)   Experience supporting electronic hardware production scheduling or supply chain operations Familiarity with RMA processes and order fulfillment workflows Experience helping develop or improve operational processes Strong Excel or reporting skills QUALIFICATIONS 5+ years of experience in customer service, order management, or operations support in a manufacturing or supply chain environment BA Degree in Business Administration discipline (i.e. Business Administration, Management, Communications, Social Sciences, etc.) or industry/military equivalent experience demonstrating progressive customer service skills through progressive roles in the private sector or the military Echodyne’s technology is export controlled by the U.S. Government and we must evaluate an applicant’s eligibility to handle export-controlled information or obtain required Government authorizations.  Therefore, we will ask you as part of the application process to identify whether you are a U.S. Citizen or green card holder, or have asylum/refugee status in the U.S.   WHAT WE OFFER The pay range for this position is $ 104,030 - $155,839 annually.  This is an exempt role.   If your skills generally align but not perfectly, please apply anyway. There may be another role that’s a great fit for you! We offer competitive compensation and benefits to our full-time, US-based employees, including: RSU (Restricted Stock Units) Generous Benefits: Fully-paid medical, dental, and vision insurance premiums for you  Choice of PPO or HDHP/HSA Virtual Care – 98Point6 Employee Assistance Program Mental Health coverage through Springhealth & Talkspace (Premera) Travel Assistance Insurance Company Paid Life Insurance Company Paid Short & Long Term Disability Flexible PTO (exempt) / 15 days per year (non-exempt) 401(k) match Pet Insurance Prepaid Legal Program Commuter Benefits Paid Company Holidays   All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, status as a protected veteran or any other characteristic protected by law.     Create a Job Alert Interested in building your career at Echodyne Corp? Get future opportunities sent straight to your email. Create alert Apply for this job * indicates a required field Autofill with MyGreenhouse First Name * Last Name * Preferred First Name Email * Phone Country * Phone * Location (City) * Locate me Resume/CV * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Website Do you fall into one of the following categories? 1) U.S. Citizen 2) Green card holder (permanent resident ) OR 3) Have you been granted asylum or refugee status in the U.S.? Echodyne asks this question to understand your ability to handle export controlled information. * Select... ITAR   Were you referred to this role by a current Echodyne employee? If yes, please provide the name of the employee. Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in Echodyne Corp’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Gender Select... Are you Hispanic/Latino? Select... Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Select... Voluntary Self-Identification of Disability Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026 Why are you being asked to complete this form? We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury Disability Status Select... PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. Submit application