Brady Corporation

Compensation

Full Description

Brady Corporation is looking for a Senior Manager of Customer Operations. The Senior Manager of Customer Operations is a strategic leadership role responsible for the seamless integration of our three most critical customer-facing pillars: Customer Service, Technical Services, and Quoting. This leader will manage a high-performing, multi-disciplinary team to ensure that our customers receive world-class service, expert technical guidance, and rapid, accurate commercial quotes. The ideal candidate is an operational architect who can balance empathy with efficiency and technical proficiency with commercial acumen. They will report directly to the Director of Customer Experience. Qualifications Operational Excellence * Standardize processes across the Service, Support, and Quoting functions to ensure a unified "One Voice" customer experience.  * Manage high-level KPIs including CSAT, NPS, Resolution Time, Quote Accuracy, and Quote Turnaround Time  * Drive digital transformation by identifying and implementing automation tools and AI-driven solutions within the operations workflow    Customer Service Leadership * Oversee the frontline service teams to ensure consistent delivery of premium support.  * Act as the final escalation point for complex customer issues, ensuring resolutions align with our brand values.  * Forecast staffing needs and manage resource allocation to handle seasonal surges in volume.    Quoting & Commercial Operations * Manage the Quoting team to ensure pricing accuracy, margin protection, and rapid delivery of estimates to the Sales organization  * Audit quoting data to identify trends in win/loss ratios and commercial bottlenecks * Implement automation tools to reduce handling time and increase productivity