Customer Experience Operations Manager

Job Type: Exempt

Duration of role: Permanent

Number of Position: 1

Report to: Senior Director of Customer Experience

Location: Columbia

About Us

At Tate we are passionate about everything we do. As an independent brand operating within Kingspan Group, a global plc group of companies, Tate has been recognized worldwide as an industry leader in the development and manufacture of data center infrastructure solutions and commercial office raised access floors, for over 60 years. With revenues of over $600m and growing, Tate plays a pivotal role in offering expertise in cutting edge design engineering to craft solutions, by working collaboratively with clients as a trusted partner.

Tate continues to grow and expand, operating multiple manufacturing and commercial sites across the US, Europe, the Middle East, Asia, and Australia. We are excited about our fresh, dynamic, and inclusive team of experts working on new innovations and forward-thinking designs, as we remain a market leading player within our industry. We continue to invest heavily in the best available manufacturing tools and equipment needed to adhere to Tate’s world class standards and in keeping with our Planet Passionate sustainability strategy, our focus is on having minimal climate impact.

We are excited to potentially welcome you as part of our team as we continue to grow on a worldwide scale.

About the Role

Tate Inc. is seeking a strategic and detail-oriented Customer Experience Operations Manager to lead our Order Management Team. This role is pivotal in delivering exceptional service to both internal and external stakeholders, ensuring operational excellence in order entry, margin analysis, and cross-functional coordination.

The ideal candidate is a proactive and metric-driven leader with deep experience in manufacturing or B2B environments, a strong command of operational processes, and a passion for continuous improvement. A customer-first mindset and the ability to drive results through collaboration are essential.

What You’ll Do

In this role, you will oversee the day-to-day operations of our Order Management team while playing a strategic role in process optimization and performance improvement. You’ll work closely with teams across Finance, Sales, Engineering, and Project Management to ensure a seamless and customer-centric order lifecycle—from quote to fulfillment.

Key Responsibilities:

- Lead, coach, and develop a high-performing team of Order Management Representatives.

- Establish clear goals, KPIs, and performance expectations aligned with company objectives.

- Conduct regular 1:1s, team meetings, and performance reviews.

- Foster a culture of accountability, learning, and operational excellence.

- Collaborate with Training and Development to support high performance and address performance gaps

- Ensure timely, accurate order entry and processing in Salesforce, Asana, and ERP systems.

- Monitor compliance with internal SOPs and external customer requirements.

- Collaborate with Finance on pricing accuracy and margin analysis.

- Manage escalations and resolve order-related issues with urgency and professionalism.

- Act as a key point of contact for internal stakeholders and external customers.

- Drive clear, proactive communication across the order lifecycle.

- Identify and implement improvements that enhance customer journey.

- Track and report on team KPIs, including order accuracy, turnaround time, and margin performance.

- Analyze operational trends and provide insights to senior leadership.

- Create and maintain dashboards and reports using Excel, Salesforce, and other tools.

- Partner with cross-functional teams to enhance workflows and systems.

- Contribute to SOP creation, documentation, and training.

- Support digital transformation initiatives, including automation and AI tool adoption.

Additional Expectations

- Apply adult learning principles to training and performance development.

- Leverage RACI frameworks to drive clarity and accountability across teams.

- Stay up to date with QA methodologies and industry best practices.

- Contribute to a culture of innovation by exploring the use of AI and automation tools in customer operations.

- Demonstrate adaptability and leadership in a dynamic, fast-paced environment.

What You’ll Bring

- Bachelor’s degree in business, Supply Chain, Finance, or a related field.

- 5+ years of experience in Customer Experience, Order Management, or related operational leadership role.

- Proven background in manufacturing or B2B environments.

- Strong analytical skills, especially in margin analysis and bill of materials pricing.

- Experience with Salesforce (Sales Cloud), ERP systems, and project management tools like Asana.

- skilled in SOP development, training facilitation, and performance management.

- Working knowledge of RACI frameworks, QA principles, and adult learning theory.

- Exposure to AI tools and automation within customer or operations environments.

- Exceptional communication, problem-solving, and organizational skills.

Employee Benefits

- Career Scope and Advancement: As we grow, new positions and career opportunities arise, offering accelerated paths for the right candidates, locally and globally.

- World of Wellness Philosophy: We empower you to take charge of your health and well-being. You’ll have access to a wide range of medical, dental, and vision benefits, along with personalized guidance from a “Health Advocate.” We also offer other supplemental options, including 401k, legal, disability, and theft insurance, to ensure your financial wellness.

- Corporate Social Responsibility: Through Planet Passionate we are determined to reduce our manufacturing carbon (CO2e) emissions to as close to zero as technically possible, together with halving carbon intensity in our primary supply chain. We are very involved in our community, and you will have ample opportunities to support us in creating a better world.

- Skills Development: Given the dynamic pace of our business and a strong collaborative environment, your new role will be diverse and multifaceted – allowing you to be more versatile and develop a broader skill set.

- Mentorship and development: At Tate, we don’t believe in hierarchy, we work together as one team for one common goal. You will have access and exposure to our senior leaders and experts for learning in your role, and additionally mentorship for the future.

- Culture: We have a great team culture, highly collaborative, supportive, and social. Together we innovate, collaborate, take ownership, and strive for excellence.

Tate is an equal-opportunity employer. We encourage applications from candidates of all backgrounds and experiences.

Stay connected with us on LinkedIn for insights into life at Tate. Join us in our mission to make a difference through exceptional solutions.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.