Customer Operations Lead

Though you may not know us by name youve most likely enjoyed meals and refreshments supported by our industry-leading brand portfolio. For decades weve designed and manufactured foodservice equipment for some of the worlds biggest most recognized consumer brands.

We are driven to innovate with a clear purpose in mind: revolutionizing the future of foodservice. Guided by our commitment to Doing Things That Matter Leading at Every Level and Winning a Better Way we focus on delivering meaningful impact for our customers our communities and each other.

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 actionreducing 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 executionturning insights into scalable improvements that enhance uptime reduce demand and strengthen long-term customer relationships.

Role Summary

The Customer Operations Leadis responsible forowning the end-to-end service experience for assigned customersensuring issues are resolvedefficientlyescalations 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 mindsetensuring 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

• Bachelors degree in Business Operations Engineering or related field (or equivalent experience)

• 58 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 youll 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 Marmons 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. Marmons 28000-plus team members are celebrating the companys 70th anniversary in 2023 and helping write the next chapter of Marmons story.