About us: Stanley 1913 - Built for Life® since 1913.
The Stanley 1913 brand has fueled the human experience since the iconic Stanley vacuum bottle revolutionized the way people enjoyed food and beverage. Today, our colorful and thoughtfully designed products including the popular Quencher™ series go beyond function, elevating everyday moments with style and empowering active lifestyles. We're a community of creators, builders, and inventors who believe in creating sustainable products for a better life and world that minimizes our impact on the planet. Learn more at www.stanley1913.com.
Our teams are spread all over the world, with our headquarters based in Seattle, WA. The European team is located in the center of Amsterdam, from where we lead our efforts in sales, marketing, product development, logistics, and finance across the entire EMEA region. We are a diverse and entrepreneurial team that enjoys working in a fast-paced environment. Driven by purpose, passion, and performance, we rise to new heights together. If you are up for a new challenge, we would love to talk!
Position overview
The Customer Operations Manager is responsible for leading and improving the end-to-end customer operations experience across EMEA. This role ensures smooth customer onboarding, operational excellence, issue resolution, performance management, and cross-functional collaboration to deliver an outstanding customer experience while protecting revenue and cash flow. The position will also include direct people leadership, with responsibility for managing and developing direct reports within the Customer Operations team.
What You'll Do
Customer Onboarding & Activation
- Lead the setup and activation of new B2B customers.
- Ensure customers can quickly and accurately start doing business with Stanley.
- Drive process improvements and automation initiatives.
Operational Support
- Oversee customer operational support activities, in our local team as well in our overseas shared service center.
- Remove barriers impacting order processing, deliveries, and customer service.
- Define and manage escalation processes and service levels.
Performance & Compliance
- Monitor operational KPIs, including OTIF, fill rate, service levels, and compliance metrics.
- Identify trends and lead corrective actions to improve performance.
- Develop reporting and business insights for stakeholders.
Dispute Resolution
- Lead the resolution of customer disputes, deductions, chargebacks, and invoice discrepancies.
- Partner with Finance, Supply Chain, Logistics, and Sales to address root causes.
Collaboration & Communication
- Act as the key point of coordination between Customer Service, Sales, Finance, Supply Chain, Logistics, and IT.
- Coordinate the sharing of inventory levels, sales trends, forecasts, and promotional plans to ensure product availability and optimize stock allocation.
- Ensure clear communication and escalation paths for customers and internal teams.
Who You Are
- Ability to translate customer and operational needs into clear processes and practical solutions.
- Strong communication skills with the confidence to manage escalations and align cross-functional teams.
- Continuous improvement mindset, with a focus on improving customer experience, efficiency, and service quality.
- Proven experience with setting up, expanding or managing a Customer Operations team in a fast-paced B2B environment.
- 5+ years of experience in Customer Operations, Customer Service, Sales Operations, Supply Chain, or Order Management.
- Strong stakeholder management and problem-solving skills.
- Experience with ERP and CRM systems (Oracle and/or Salesforce experience is a plus)
- Comfortable working with data and performance reporting (PowerBi experience is a plus)
- Fluent English is required, other European language is a plus
Please note that this position is based in Amsterdam. We do not offer relocation support or visa sponsorship for this role.
Stanley 1913 is committed to a diverse and inclusive work environment. Stanley 1913 is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please reach out to [email protected].
Stanley 1913 is a total rewards company, which includes rewards beyond base salary.
About our parent company: Morgan Street Holdings
The Stanley 1913 brand is owned by Morgan Street Holdings (formerly HAVI), a privately held enterprise with a diverse portfolio of operating companies, including HAVI Supply Chain, tms, and Continental. Morgan Street Holdings' portfolio provides best-in-class sourcing and supply chain capabilities, brand-defining marketing and promotion services, innovative consumer products, and dining and refreshment food solutions. Morgan Street Holdings employs over 10,000 people and serves 300+ customers across the globe.
Morgan Street Holdings supports the Stanley 1913 brand with competitive pay and benefits, along with exposure to diverse industries and professional networking and development opportunities.
