Customer Operations Lead

The Customer Operations Lead ensures the Service Delivery Model comes to life at the customer level by driving disciplined, end-to-end ownership, diagnostic excellence, and proactive service execution for assigned accounts.

This role creates value by translating customer context, demand patterns, and service signals into coordinated, cross-functional action—reducing customer effort, preventing repeat issues, and improving first-time resolution. Through strong partnership with Sales, Support, Training, Engineering, and Field (ASAs), the Customer Operations Lead closes the loop between customer experience and operational execution—turning insights into scalable improvements that enhance uptime, reduce demand, and strengthen long-term customer relationships.

Role Summary

The Customer Operations Lead is responsible for owning the end-to-end service experience for assigned customers—ensuring issues are resolved efficiently, escalations are disciplined, and service execution aligns with the Aftermarket Service Delivery Model.

This role acts as the primary operational point of contact for customers and internal stakeholders, bridging customer context with internal teams to ensure clarity of ownership, strong diagnostic execution, and consistent delivery of service outcomes. The Customer Operations Lead proactivelyidentifiestrends, risks, and repeat demand drivers, and translates these insights into improvements across Support, Training, Engineering, and Field execution.

Key Responsibilities

1. Customer Ownership & Relationship Management

Serve as the primary operational owner for assigned customer accounts

Act as the main point of contact for Commercial, Customer Service, and internal stakeholders

Engage with customers (virtually and in-person) to understand:

Service experience

Pain points and friction

Emerging risks or concerns

Ensure customers experience clear ownership, proactive communication, and consistent service delivery

2. End-to-End Service Coordination & Ownership Discipline

Ensure single ownership ismaintainedacross all service interactions and escalations

Coordinate across Support, Warranty, Training, Engineering, and ASA teams without ownership transfer

Prevent ownership drift during escalations or cross-functional engagement

Ensure issues are resolved through the correct diagnostic and execution pathways

Reinforce adherence to standardized workflows and service processes

3. Escalation Management & Execution Discipline

Act as the escalation point for complex, sensitive, or high-impact issues

Ensure escalations are:

Timely

Routed appropriately

Resolved without unnecessary handoffs

Maintain clear visibility and accountability during escalations

Balance speed, quality, and cost-to-serve in resolution approaches

4. Demand Management & Insight Generation

Monitor service demand patterns, repeat issues, and escalation drivers for assigned customers

Identifysystemic issues, emerging risks, and recurring failure modes

Translate service signals into actionable insights for:

Training (capability gaps)

Engineering (product/design issues)

Support (process or diagnostic improvements)

Ensure insights feed into the broader closed-loop improvement system

5. Cross-Functional Collaboration (Sales, Support, Engineering, ASA)

Partner closely with Sales to support strategic customers and align on customer priorities

Collaborate with Support to improve diagnostic accuracy and execution

Partner with Training to prioritize capability development based on real demand signals

Engage with Engineering to improve diagnostics, documentation, and product readiness

Ensure alignment between customer expectations and operational execution

6. Diagnostic Excellence & Capability Coaching

Coach Technical Case Owners on diagnostic quality, ownership, and execution

Identifyskill or knowledge gaps contributing to repeat issues or escalations

Reinforce diagnose-before-dispatch principles and resolution discipline

Promote consistent use of tools, workflows, and diagnostics across teams

7. Service Experience Optimization

Ensure service delivery aligns to defined customer expectations and service standards

Reduce customer effort by:

Minimizing handoffs

Improving communication clarity

Preventing repeat contact

Proactively adjust service approach based on customer needs and demand patterns

Ensure service effortremainsaligned to value and operational standards

8. Scalability & Continuous Improvement

Identifyopportunities to reduce repeat demand and improve efficiency

Translate customer-specific insights into scalable improvements across the system

Support initiatives that reduce:

Avoidable contacts

Escalations

Field dispatch

Reinforce a system-oriented mindset—ensuring solutions scale beyond individual accounts

Key Decisions Owned

Escalation of systemic issues and trends toappropriate functions(Sales, Engineering, Training)

Escalation routing within Support (who, when, and why)

Identification of capability gapsimpactingservice outcomes

Recommendations for process, diagnostic, or documentation improvements

Prioritization of actions to improve customer service outcomes and reduce demand

Measures of Success

First-Time Resolution (End-to-End):Improved resolution quality for assigned customers

Customer Effort Score (CES):Reduced friction, transfers, and repeat contacts

Repeat Issue / Repeat Demand Rate:Reduction in recurring failures and repeat contacts

Ownership Discipline:Reduction in ownership drift during escalations and cross-functional work

Time to Restore Uptime:Improved speed and effectiveness in resolving high-impact issues

Escalation Quality:Reduction in rework and improved escalation effectiveness

Customer Health:Improved stability, satisfaction, and proactive risk management across assigned accounts

Qualifications & Experience

Bachelor’s degree in Business, Operations, Engineering, or related field (or equivalent experience)

5–8+ years of experience in customer operations, technical support, or service delivery roles

Experience working with complex customer accounts and cross-functional teams

Strong understanding of:

Service operations and contact center environments

Diagnostic troubleshooting processes

Field service and dispatch dynamics

Experience collaborating with Sales, Engineering, and operational teams

Key Skills & Competencies

Strong customer-facing leadership and relationship management

Systems thinking and end-to-end ownership mindset

Diagnostic and problem-solving capability

Data-driven decision-making and insight generation

Cross-functional collaboration and influence

Strong communicationand escalation management skills

Coaching and capability development

Continuous improvement mindset

Nice-to-Have / Future-Focused Capabilities

Experience supporting strategic or enterprise customer accounts

Familiarity with KPI dashboards and service analytics tools

Exposure to customer experience (CX) frameworks such as CES

Experience in aftermarket, field service, or equipment-based environments

Lean / Six Sigma or process improvement experience

Travel Expectations:10-15%

Benefits

We support your well-being with comprehensive and easy-to-use benefits that you’ll be eligible to enroll in on your first day of employment. Here are some of the highlights:

Medical, Dental, Vision, and Prescription Drug insurance plans

Access to a Health Advocate who is an expert in Marmon’s health plan and can help you select the best health benefits for you and your family

Tax advantaged spending accounts for health and dependent care expenses

Wellness programs and resources including Telehealth, Mental Health, Fitness, and Family Planning

Generous paid time off for personal use, holidays, and parental leave

Company-sponsored life insurance

401(k) with fully vested company match; Marmon may also make an additional annual discretionary contribution to your account, whether or not you contribute on your own

Financial and retirement advising

About Marmon Holdings

Marmon Holdings, Inc., a Berkshire Hathaway company, comprises 11 groups and more than 100 autonomous businesses with total annual revenue of $10 billion. Marmon’s 28,000-plus team members are celebrating the company's 70th anniversary in 2023 and helping write the next chapter of Marmon's story.

Pay Range:

65,200.00 - 97,800.00

We offer a comprehensive benefits package that may include medical, dental, vision, 401k matching, and more!

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.