Customer Operations Manager (Denver)

The Opportunity: We are seeking an experienced Customer Operations Manager to own the end-to-end health and execution of an assigned portfolio of wholesale customer accounts. This role serves as the primary operational owner for its customers and is accountable for ensuring orders flow accurately from purchase order through fulfillment, invoicing, payment, and issue resolution. You will develop a deep understanding of how each customer operates, build strong relationships with buyers and operational contacts, and coordinate across Sales, Supply Chain, Warehouse Operations, Logistics, Finance, and other internal teams to ensure Woof consistently delivers for our customers. This is a highly autonomous role. Customer Operations Managers are expected to understand their accounts in detail, develop and improve account-specific processes, proactively identify issues, and drive problems through resolution rather than simply escalating them. The Customer Operations Manager is accountable for the overall operational health of their assigned book of business.

Customer Account Ownership: Own the day-to-day operational relationship and overall health of assigned customer accounts. Serve as the primary operational point of contact for customers, buyers, brokers, and internal stakeholders. Develop a deep understanding of each customer's ordering, fulfillment, routing, invoicing, compliance, and communication requirements. Maintain clear visibility into open orders, upcoming demand, shortages, fulfillment risks, deductions, and unresolved issues across your accounts. Proactively communicate order status, shortages, pricing issues, replenishment timelines, and other exceptions to customers. Build scalable, documented account-specific processes as Woof and our customers grow. Own issues through resolution, coordinating the appropriate internal teams rather than simply handing problems off. Order Management & EDIManage customer orders end-to-end, from PO receipt through fulfillment and invoicing. Monitor and manage EDI transactions and exceptions, including purchase orders, order acknowledgements, ASNs, invoices, and related transactions. Review incoming orders for pricing, quantities, dates, terms, ship-to information, and other customer requirements. Validate and approve sales orders in NetSuite prior to fulfillment. Manage manual order entry when required. Troubleshoot EDI and order-processing issues with internal and external technical partners. Ensure order changes, cancellations, shortages, and other exceptions are accurately reflected across NetSuite, EDI, customer portals, and internal teams.

Fulfillment & Customer Execution: Coordinate closely with Warehouse Operations, Supply Chain, Logistics, and other teams to achieve customer OTIF and fill-rate expectations. Communicate customer-specific requirements, order changes, priorities, and exceptions to the teams responsible for physical fulfillment. Monitor upcoming orders and proactively identify risks that could impact ship dates, delivery dates, fill rates, or customer expectations. Participate in inventory allocation decisions when supply is constrained, balancing customer requirements, inventory availability, and business priorities. Ensure outbound execution aligns with the requirements of assigned accounts without directly owning warehouse execution.

Invoicing, Deductions & Financial Accuracy: Own accurate and timely invoicing for assigned customer accounts. Generate and submit invoices, including overages and other required adjustments. Review customer remittances, rebates, deductions, and chargebacks and reconcile them against customer POs, invoices, and internal records. Investigate chargebacks and deductions, determine root cause, and identify whether they should be accepted or disputed. Gather supporting documentation and submit or coordinate customer disputes as required. Identify discrepancies and provide Finance with clear direction regarding required adjustments, credit memos, deductions, or other actions. Monitor recurring financial discrepancies and implement process improvements that reduce preventable deductions and chargebacks.

Customer Compliance: Develop a strong understanding of the operational and compliance requirements for assigned customer accounts. Maintain familiarity with customer vendor guides, routing requirements, labeling requirements, shipping requirements, EDI requirements, shelf-life requirements, and other applicable standards. Ensure customer requirements are incorporated into day-to-day account management and communicated clearly to the teams responsible for execution. Investigate compliance failures and identify root causes. Develop and implement corrective actions to prevent recurring issues. Maintain account-specific documentation and SOPs as customer requirements evolve.

Process Improvement & Scalability: Continuously evaluate account workflows and identify opportunities to improve accuracy, speed, visibility, and scalability. Develop and maintain SOPs for assigned customer accounts. Identify repetitive or manual processes that can be standardized or automated. Work with NetSuite, EDI, and other systems resources to improve customer-specific workflows. Help design processes that can scale as Woof's wholesale business and customer complexity continue to grow. Leverage AI and automation tools where appropriate to improve efficiency and reduce manual work.

Cross-Functional Leadership: Act as the internal operational voice of assigned customers. Coordinate effectively across Sales, Warehouse Operations, Supply Chain, Logistics, Finance, and other teams. Clearly communicate priorities, deadlines, requirements, and risks. Escalate material issues appropriately while maintaining ownership through resolution. Hold internal and external partners accountable for commitments affecting customer execution. This role requires a high degree of ownership and independence. While you'll work closely with teams across Woof, you are ultimately responsible for coordinating the people, systems, and processes necessary to successfully operate your assigned accounts.

Qualifications & Skills: 3-5+ years of experience in Customer Operations, Sales Operations, wholesale operations, account operations, or a related role within a product-based business. Experience directly managing operational relationships with wholesale, retail, distributor, or other B2B customers. Strong understanding of the full B2B order lifecycle, from purchase order through fulfillment, invoicing, payment, and deductions. Experience with ERP/order management platforms; NetSuite experience strongly preferred. Experience working with EDI systems and common B2B transactions such as 850 POs, 855 acknowledgements, 856 ASNs, and 810 invoices strongly preferred. Experience with customer/vendor portals and retailer-specific operational requirements. Understanding of inventory allocation, fulfillment, OTIF, fill rates, invoicing, deductions, and chargebacks. Strong analytical and problem-solving skills with the ability to investigate issues across multiple systems and teams. Exceptional organization and attention to detail. Excellent written and verbal communication skills. Ability to independently manage a portfolio of accounts and competing priorities in a fast-paced environment. Strong sense of ownership and willingness to follow issues through to resolution. Ability to build processes and structure rather than simply follow established procedures. Proficiency with Excel or Google Sheets.

What Success Looks Like: Your accounts run well. Orders flow accurately from PO through invoice. Customers receive clear and timely communication. OTIF and fill rates are strong. EDI errors and preventable deductions are minimized. Issues don't sit unresolved because ownership is unclear. You know your accounts well enough to identify problems before they become customer issues, and when something does go wrong, you know how to bring together the right people to solve it. Most importantly, you operate like the owner of your book of business — not simply the person processing its orders.

Preferred Qualifications: Experienced in CPG, pe