Customer Operations Manager

OPPLY - Customer Operations Manager

About Opply

After becoming one of the fastest growing VC-backed startups in Europe weve now

expanded to the US. Were offering huge opportunities for progression in both the UK and

the US as we continue to grow. Now we need extraordinary minds with a strong growth

mindset who want to join us on our mission!

There are currently 1 million SMB consumer goods brands ordering over $1 trillion of raw

ingredients per year imagine this was all ordered on one platform.

Today these brands all order separately with small teams and volumes resulting in wasted stock and higher prices. Opply automates the entire ingredient ordering process by:

1. Partnering with the worlds biggest suppliers giving SMBs access to pricing through

our AI matching and forecasting model

2. Providing an AI-driven platform that orders the ingredients when and where you need

them

3. Offering data-led credit that allows brands to sell goods before paying for ingredients

We work with some of the most exciting brands and suppliers in the space and are shaping

innovation in a market thats been underserved for too long. If youre a trailblazer come join

us!

Who We Are

Were a close-knit team of 25 working across five time zones and we meet up every year to

work ideate and hang out.

Were VC-backed by some of the worlds top investors like Index Anthemis and Chalfen

Ventures and unicorn angels from GoCardless and Trouva and have won StartUp

of the Year for Technology Services and Supply Chain Specialists of the Year at the Startup

and Global Corporate LiveWire awards - achievements were super proud of!

What Youll Be Doing

As a Customer Operations Manager youll be at the heart of driving success for our

customers helping them to meet their business objectives and getting the most out of our

products and services. Youll lead and coordinate all operational activity across our US

business. Youll oversee a growing team of Customer Operations Executives ensure

seamless order management from purchase to payment and act as the central orchestrator

for our US operationsbalancing execution with process improvement.

Key Responsibilities

Operational leadership

Lead and coach the US Customer Operations team ensuring consistent

performance development and motivation.

Oversee daily task allocation ensuring all customer tickets order actions and

supplier communications are distributed and tracked effectively.

Forecast team workload and capacity ensuring the right prioritization of high-impact

orders and customers.

Maintain and improve order accuracy fulfilment efficiency and customer satisfaction.

Monitor and manage financial tracking related to customer ordersincluding POs

invoices and payment reconciliation.

Ensure data integrity across all operational systems (CRM order dashboards

payment tracking tools etc.).

Monitor all open orders and track key operational metrics (e.g. OTIF ticket resolution

time order accuracy payment collection) ensuring performance targets are met and

reported weekly to leadership.

Execution & Continuous Improvement

Personally manage high-impact or complex accounts to ensure excellent customer

experiences.

Identify and implement process improvements to enhance customer experience.

Collaborate with Product and Tech teams to flag recurring operational issues and

influence automation priorities.

Develop standard operating procedures (SOPs) for the US operations team to

ensure consistency and scalability.

What Experience You Have

510 years experience in Customer Operations Support or Success management

within a B2B technology or Supply Chain environment

Proven experience managing teams of customer operations or support specialists.

and coordinating workflows across multiple stakeholders and systems.

Strong analytical and reporting skillscomfortable using dashboards and data tools to

track performance and drive accountability.

Demonstrable customer centric approach to work with excellent external

communication skills and innovative mindset.

Experience in food beverage or consumer goods supply chains preferred.

Proficiency in using CRM and order management software; familiarity with financial

reconciliation processes a plus.

Who You Are

A natural leader who balances empathy with accountability and thrives in

fast-moving ambiguous environments.

Hands-on and execution-driven: equally comfortable managing strategy and jumping

into the details.

You are obsessed with detail if somethings off you spot it before anyone else

You dont just react you own problems and drive them to resolution without being

asked

Youre laser-focused on delivering excellent customer experiences and believe every

interaction is a chance to build trust

Youre a natural at juggling multiple workstreams without dropping the ball

Youre solutions-driven you always find a way to make things work

You communicate clearly and respectfully whether updating a supplier or aligning

with engineering

Youre a team player who lifts others up and collaborates across departments

Youre an empathetic and enabling team player who collaborates well with all teams

ideally in a fast paced business with high growth

What We Offer

Competitive salary

33 days holiday a year (inc. public holidays)

Regular global retreats to meet the whole team

Flexible working hours & hybrid/remote working

Office hubs in UK and US

Benefits allowance for things like gyms health care and wellness

Regular team socials