Customer Operations Manager

Product Management

Ewing, New Jersey

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Description

Are you ready for a change? At GS1 US, employees at every level play a vital role and provide a meaningful voice on issues that affect consumers across the country. We are a small company with a world-class culture (https://www.denisonconsulting.com/case_studies/case-study-gs1-us/) . We make a huge impact on the way the world does business.

What is in it for you:

As the Customer Operations Manager GS1 US, you have the opportunity to join a dynamic organization that is constantly innovating and never stagnant. The Customer Operations Manager creates the foundation for clean, consistent account data and seamless operational processes across the customer lifecycle.

In return you'll be rewarded with great pay and benefits in a hybrid work culture. You'll work at a high-performance company with a world-class culture that invests in its employees. We don't just say culture is important to us, we have the data to back it up.

We are currently recruiting for this position, which offers a salary range of $110,000 to $135,000.

This position qualifies for participation in our annual employee bonus program.

This position is also eligible for company-sponsored benefits, which include:

Health (medical, RX, dental, vision) - effective immediately

401(k) with Employer Safe Harbor and Profit-Sharing Contributions - effective immediately

Short- and Long-Term Disability Coverage

Mental Health and Wellbeing (6 employer sponsored therapy and coaching sessions)

Individual Wellness Platform

Paid Parental Leave

Generous PTO and Company Paid Holidays

LinkedIn Learning

Tuition Reimbursement

Kudos (employee recognition and engagement platform)

Catered Lunches 2x/week on in office days

Who you are:

This role serves as the connector between Customer Experience, Sales, Data Governance, Technology, and CRM teams - ensuring that customer identity, account structures, and subscription data are accurate, well-governed, and easy for teams and customers to understand.

The ideal candidate is technically fluent, process-oriented, and skilled at turning complex concepts into clear, visual documentation.

What you will do:

Data Quality, Governance & Systems Alignment (Technical + Process Focus)

Partner with the Data Governance team to define account quality rules, naming standards, and required data fields.

Publish clear field definitions and business rules for account creation, updates, merges, and lifecycle workflows.

Develop and maintain duplicate management policies, driving consistent and timely remediation.

Work closely with Technology and CRM teams to define and enforce validation rules, automation, and system logic across CRM and subscription platforms.

Identify opportunities to reduce manual cleanup through technical automation, improved workflows, and upstream controls.

Lead a cross-functional working group to review account data issues, analyze root causes, and oversee ongoing improvements.

Define and report on core data quality KPIs, including duplicate rate, validation failure rate, account completeness, and accuracy.

Document and evolve the end-to-end workflow for account data quality, including how data flows across CRM, subscription tools, and internal systems.

Customer & Sales Operations Support (Business + Experience Focus)

Strengthen operational processes across Customer Experience, Sales, and Support to ensure a seamless customer journey.

Improve workflows for onboarding, subscription entitlements, account updates, and customer transitions (e.g., mergers, prefix changes, ownership shifts).

Maintain alignment between Sales ? CX ? Support ? Billing to reduce friction and ensure accurate customer records.

Support customer-facing teams by providing timely, accurate updates to account data and system logic.

Assist with escalations related to account accuracy, entitlements, and system confusion, ensuring issues are resolved and root causes addressed.

Provide operational insight and feedback to leadership on data trends, workflow bottlenecks, and opportunities for improvement.

Communication, Visualization & Documentation (Translation + Enablement Focus)

Translate complex account data and workflow concepts into clear, visual artifacts and documentation.

Create diagrams, process maps, infographics, and one-page guides that make standards and system logic easy to understand.

Develop customer-ready visuals explaining membership, account structures, subscription benefits, and entitlement flows.

Produce internal-ready documentation to help teams adopt new rules and processes.

Maintain a central library of visual documentation, process standards, and operational guides that teams can rely on.

Ensure alignment between visual documentation and the underlying technical logic owned by CRM, Technology, and Data Governance teams.

Required Skills & Experience

Bachelors degree in Business, Data Management, Data Analytics, Operations Management or related field.

5-8 years of experience in customer operations, CRM administration, data governance or process design roles.

Strong understanding of CRM systems, workflows, validation rules, and data structures.

Ability to work closely with technical teams to translate business needs into system logic and automation.

Experience in customer operations or sales operations.

Strong process design skills with a detail-oriented, structured approach.

Comfort working with data quality concepts: duplicates, field completeness, lifecycle states, identity management.

Excellent cross-functional communication skills.

Demonstrated ability to translate complex concepts into visual documentation (e.g., diagrams, process maps, infographics).

Experience supporting customer-facing or sales-facing teams with clear operational guidance.

Highly organized, proactive, and skilled at coordinating workflows across teams.

Ready to be part of a team that believes the identification of everything makes anything possible? Apply today - we can't wait to hear your story.

GS1 US is an Equal Opportunity Employer - All qualified applications will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin.

GS1 US is not accepting unsolicited resumes from search or staffing firms. All resumes submitted by search or staffing firms to any employee at GS1 US via-email, internet or directly without a valid written search agreement will be deemed the sole property of GS1 US, and no fee will be paid in the event a candidate is hired by GS1 US.

GS1 US Denison Case Study (https://denisonconsulting.com/case_studies/case-study-gs1-us/)

GS1 US

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