Job title: senior manager, customer operations location : san andrés cholula, puebla company : decklar workplace type : onsite join decklar – where innovation meets impact at decklar, we're redefining how the world makes decisions.
our ai-driven decision intelligence platform and purpose-built iot sensors are transforming supply chains, logistics, and industrial operations across the globe.
what drives us isn't just technology—it's people who lead with purpose, solve real-world problems, and thrive in environments where ideas turn into action.
as we expand our global footprint, puebla is becoming a cornerstone of our innovation and execution network —a place where engineering excellence meets customer success.
about decklar: decklar is a global decision intelligence company transforming how enterprises gain visibility, insight, and control over their supply chains and operational assets.
through our ai-driven platform and purpose-built iot sensors, decklar enables real-time decision-making across industries such as logistics, manufacturing, pharmaceuticals, and energy.
role overview the senior manager, customer operations is a key leadership role responsible for overseeing the full customer operational lifecycle — from order entry and inventory allocation to fulfillment, billing accuracy, and post-delivery support.
this individual ensures seamless integration between hardware logistics and saas activation, driving a consistent and high-quality customer experience across all stages of engagement.
the role requires deep operational and analytical expertise combined with customer-facing acumen to balance internal process excellence with external relationship management.
the ideal candidate thrives in a fast-paced, data-driven environment and can influence across multiple departments to achieve operational success.
key responsibilities customer operations management lead and optimize the order-to-activation process, including order intake, inventory allocation, hardware shipment, and software service enablement.
ensure accurate and timely order fulfillment, device provisioning, and synchronization with customer subscription start dates.
manage and improve billing and invoicing accuracy in coordination with finance, ensuring hardware and saas billing alignment.
oversee rma, returns, and recirculation programs to maximize hardware utilization and reduce inventory waste.
maintain and enforce service-level agreements (slas) and ensure operational kpis are met or exceeded.
customer relationship proactively communicate performance, forecasts, and improvement plans.
manage exception handling and escalations with urgency, ownership, and clarity.
participate in quarterly business reviews (qbrs) and provide operational insights to strengthen client trust and retention.
cross-functional collaboration partner with supply chain, manufacturing, and logistics to ensure alignment between production forecasts, demand planning, and delivery schedules.
collaborate with customer success and product teams to ensure operational readiness for new product launches and firmware updates.
work closely with finance and fp comfortable using excel, sql, and bi platforms (e.g., tableau, power bi).
strong command of erp and crm systems (netsuite, salesforce, sap preferred).
experience leading process optimization or automation initiatives, ideally using lean, six sigma, or agile methodologies.
track record of building and managing relationships with enterprise-level clients and driving measurable service improvements.
excellent written, verbal, and executive presentation skills.
preferred experience: bachelor's degree in business, supply chain management, or operations (mba preferred).
background in hardware-as-a-service (haas) or recurring-revenue business models.
experience working with global logistics, 3pl partners, and reverse logistics programs.
familiarity with iot data analytics, telematics platforms, or connectivity management systems.
experience managing cross-functional teams in a high-growth, venture-backed environment.
key competencies strong business acumen with verbal