Sr. Director of Customer Operations

Located in Cincinnati, OH

Salary: $150,000 - $190,000/yr

Sr. Director of Customer Operations

Location: Cincinnati, OH

Pay: $150,000 - $190,000/yr

Job Summary

We are seeking an experienced Commercial Operations & Contracts Leader to oversee customer operations, contract management, pricing strategy, and commercial risk. This role will partner cross-functionally with Sales, Engineering, Operations, Supply Chain, Finance, and Quality to improve customer experience, drive profitability, and support business growth.

Responsibilities

• Lead customer operations, including quote management, order processing, customer support, and commercial process improvement.
• Develop and manage customer and supplier contracts, including negotiations, renewals, amendments, compliance, and closeout.
• Identify and mitigate commercial, financial, legal, and operational risks while supporting dispute and claim resolution.
• Develop pricing strategies, models, and profitability analyses to support business objectives and maximize margins.
• Establish KPIs and drive continuous improvement initiatives focused on customer satisfaction, responsiveness, and operational efficiency.
• Partner with Sales, Engineering, Operations, Supply Chain, Finance, and Quality to ensure customer, technical, financial, and contractual requirements are successfully executed.

Requirements

• Bachelor’s degree in Business, Operations, Supply Chain, Finance, Law, or a related field; MBA or advanced degree preferred.
• 10+ years of experience in customer operations, commercial operations, contract management, sales operations, or related leadership roles.
• Proven experience negotiating complex commercial agreements and managing contracts throughout their lifecycle.
• Strong understanding of pricing strategy, profitability analysis, commercial risk, and business operations.
• Experience in manufacturing, aerospace, defense, aviation, MRO, or industrial environments; OEM or Tier 1 experience preferred.
• Exceptional leadership, communication, negotiation, analytical, and problem-solving skills with a proven ability to lead teams and drive organizational change.

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