Position Summary

The Senior Manager, Key Account Operations is responsible for leading the operational strategy, execution, and continuous improvement efforts for the company's most critical customer accounts. This role serves as the primary operational lead for major operational initiatives, and strategic account-related projects, ensuring alignment across supply chain, manufacturing, engineering, sales, inventory management, shipping, and executive leadership.

The role oversees the Demand Planning Team and is accountable for developing accurate demand forecasts, driving operational readiness, and ensuring seamless coordination between customer requirements and internal business capabilities. The Senior Manager acts as a key liaison between commercial and operational functions, translating customer needs into executable business strategies while driving service, efficiency, and growth.

Key Responsibilities

Strategic Account Operations Leadership

• Serve as the operational leader for key customer accounts, ensuring alignment of business objectives with operational capabilities.
• Develop and execute account-specific operational strategies that support growth, customer satisfaction, and profitability objectives.
• Act as the primary point of contact for complex operational issues, escalations, and strategic initiatives impacting key accounts.
• Partner with Sales and Account Management teams to support customer growth opportunities and operational readiness.

Project Leadership and Operational Initiatives

• Lead cross-functional operational projects that support strategic business objectives, customer growth, operational efficiency, and organizational scalability.
• Manage the planning, execution, communication, and implementation of significant operational changes, including initiatives such as new product introductions (NPI), process improvements, system implementations, capacity expansions, customer onboarding, network optimization, and supply chain transformation projects.
• Establish project timelines, milestones, risk mitigation plans, and stakeholder communication strategies to ensure successful outcomes.
• Coordinate activities across Manufacturing, Engineering, Supply Planning, Inventory Management, Logistics, Sales, and other key business functions.
• Drive operational readiness and organizational alignment for major business initiatives while minimizing disruption and maintaining customer service performance.
• Monitor project performance, identify risks and dependencies, and lead cross-functional teams in developing effective solutions.

Demand Planning Leadership

• Lead and develop a team of Demand Planning professionals.
• Oversee forecasting processes, demand reviews, and inventory planning activities for strategic accounts.
• Improve forecast accuracy through collaboration with Sales, customers, and supply planning teams.
• Drive implementation of demand planning best practices, metrics, and continuous improvement initiatives.
• Monitor forecast performance and recommend corrective actions to mitigate supply or inventory risks.

Cross-Functional Supply Chain Coordination

• Partner closely with Supply Planning and Production Planning teams to align customer demand with manufacturing capacity and inventory strategies.
• Facilitate integrated planning discussions across operations and commercial stakeholders.
• Identify supply constraints, operational risks, and capacity challenges while driving proactive resolution plans.
• Ensure alignment between production schedules and customer expectations.

Stakeholder Management and Executive Communication

• Serve as a trusted advisor to executive leadership regarding account health, operational performance, strategic initiatives, and risk management.
• Provide regular business updates, operational reviews, and performance insights to senior leadership.
• Build strong relationships with Manufacturing Operations, Sales, Engineering, Shipping, Inventory Management, Supply Chain, and Commercial teams.
• Lead cross-functional decision-making processes to support service excellence and business objectives.

Operational Excellence and Continuous Improvement

• Develop and monitor key performance indicators related to forecast accuracy, customer service, inventory health, project execution, and operational efficiency.
• Identify opportunities to improve processes, systems, and cross-functional collaboration.
• Lead root cause analysis and corrective actions for recurring operational issues.
• Support digital transformation and process automation initiatives that improve planning and operational effectiveness.

Qualifications

Required

• Bachelor’s degree in supply chain management, Operations Management, Business, Engineering, or a related field; equivalent combination of education and relevant professional experience will be considered in lieu of a degree.
• 8+ years of progressive experience in supply chain, operations, planning, or customer operations roles.
• 3+ years of leadership experience managing planning, operations, or supply chain teams.
• Experience leading cross-functional operational projects and New Product Introduction (NPI) initiatives.
• Strong understanding of demand planning, supply planning, inventory management, and manufacturing operations.
• Proven ability to influence and collaborate across multiple functions and organizational levels.
• Excellent project management, analytical, communication, and problem-solving skills.

Preferred

• MBA or advanced degree.
• APICS/ASCM certifications (CPIM, CSCP) or equivalent.
• Experience working with ERP, APS, and forecasting systems.
• Experience in complex manufacturing, consumer products, industrial, medical device, or related environments.

Key Competencies

• Strategic Thinking
• Supply Chain & Operations Expertise
• Demand Planning Leadership
• Cross-Functional Collaboration
• Project & Change Management
• Executive Presence
• Customer Focus
• Process Improvement
• Data-Driven Decision Making
• Stakeholder Management
• Leadership & Team Development

Success Measures

• Forecast accuracy and demand planning performance
• Customer service and on-time delivery metrics
• Successful execution of NPI and major operational projects
• Inventory optimization and working capital performance
• Operational issue resolution and risk mitigation effectiveness
• Stakeholder satisfaction across customers and internal functions
• Team performance, engagement, and development