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Phoenix Contact USA · 5 hours ago

Customer Operations Manager – Data Center Programs

Harrisburg, PA

Full-time

Hybrid

Senior Level

5+ years exp

Phoenix Contact USA is a leading provider in the electrical engineering and automation industry, seeking a Customer Operations Manager – Data Center Programs. This role serves as a strategic liaison between internal teams and external customers, focusing on customer demand planning, advocacy, and operations to support data center programs globally.

Industrial Automation

Growth Opportunities

Responsibilities

Coordinate closely with Data Center KAMs regarding upcoming project specification or changes to existing specified bill-of-materials

Act as the central point-of-contact for managing system BOMs and tier 1 network sourcing strategies

Collect and manage customer forecast data, identifying and communicating significant shifts in volume or BOM changes

Summarize and deliver forecast insights to Core Business Level 1 stakeholders, including recommendations for Master Production Orders (MPOs)

Coordinate internal escalations through approved channels including Core Business, ICP, Global BU, and Production leadership

Escalate concerns via the VC Ticket System for all open PO lines to end-user tier 1s

Proactively manage open orders for assigned support accounts, delivering empowered, one-stop solutions

Develop a deep understanding of the end-user component/system approach through customer visits and site engagements

Collaborate and communicate with other Phoenix Contact stakeholders to provide unified service experience

Oversee onboarding of new tier 1 suppliers, ensuring pricing and contract alignment

Interface with customer portals in accordance with supply agreements and ensure data accuracy

Lead onboarding efforts between ABS and regional teams when a specified BOM enters a new region

Document customer interactions and needs in CRM system to provide customer and sales team detailed summary of required action to meet customer needs

Meet job specific service and training goals, while following work processes as defined by management

Make time for and utilize training resources to continually improve job skills and knowledge

Build a working knowledge of applicable policies and procedures

Accept and work with continual improvements to systems processes and procedures to improve the quality of service offered to our customers and partners

Act as a positive opinion leader through change, voice concerns to the right people at the right time

Provides feedback to management on opportunities for improvement in policies processes and systems

Take part in interdepartmental meetings and projects, representing the needs of the team and our customers

Facilitate communications between all groups

Clearly document project status and meetings for stakeholders

Other duties as assigned