Customer Operations Manager

Summary

Motorola Solutions, through its Silvus Technologies subsidiary, develops communications systems for mission-critical defense, law enforcement, and public safety applications. The Customer Operations Manager serves as the primary post-sales operational liaison for key North America customers, managing purchase orders, production schedules, delivery coordination, customer reviews, escalations, and returns.

Responsibilities

• Serve as the primary point of contact for key North America customers post sale, managing day-to-day operational needs and escalations
• Lead Quarterly Business Reviews (QBRs) to report on delivery performance, quality metrics, and production roadmap alignment
• Work directly with customer demand planners to ingest and track production forecasts, translating them into actionable data for internal manufacturing and supply chain teams
• Track and manage open purchase orders to ensure on-time delivery commitments are met, partnering with manufacturing and logistics to resolve delays
• Identify and escalate technical integration challenges, managing the formal escalation process for hardware defects, shipping issues, or field failures
• Oversee the Return Merchandise Authorization (RMA) process to ensure timely replacement of failed components and recovery of units for failure analysis
• Perform other related duties of which the above are representative
• Travel Requirement – Up to 30% travel to Silvus HQ in Los Angeles, and throughout the continental U.S. to visit key customers

Skills

• Bachelor's degree in Operations, Supply Chain Management, Business, or a related field
• 3+ years of experience in a post-sales operations, account management, or technical project coordination role
• Strong ability to analyze production schedules, purchase orders, and demand forecasts to identify and resolve discrepancies
• Excellent communication skills with the ability to translate between customer business needs and internal manufacturing constraints
• Proficiency in Microsoft Office, especially Excel
• Must be a U.S. Person (U.S. Citizen, or U.S. Permanent Resident) due to clients under U.S. federal contracts
• Within a defense hardware or manufacturing environment
• Experience with Oracle or similar ERP systems is a plus
• Military background with experience in logistics, operations, or program coordination
• Familiarity with defense hardware, communications systems, or tactical equipment
• Experience with OEM or government contract environments

Qualifications

Must Haves

• Bachelor's degree in Operations, Supply Chain Management, Business, or a related field
• 3+ years of experience in a post-sales operations, account management, or technical project coordination role
• Strong ability to analyze production schedules, purchase orders, and demand forecasts to identify and resolve discrepancies
• Excellent communication skills with the ability to translate between customer business needs and internal manufacturing constraints
• Proficiency in Microsoft Office, especially Excel
• Must be a U.S. Person (U.S. Citizen, or U.S. Permanent Resident) due to clients under U.S. federal contracts

Nice to Haves

• within a defense hardware or manufacturing environment
• Experience with Oracle or similar ERP systems is a plus
• Military background with experience in logistics, operations, or program coordination
• Familiarity with defense hardware, communications systems, or tactical equipment
• Experience with OEM or government contract environments

Benefits

• This position is eligible for 100% remote work depending on location.
• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave