Senior Manager of Customer Operations

As Senior Manager of Business Operations at Epicor, you will lead the endtoend delivery of both hardware and software solutions across warehouse operations, vendor management, digital licensing fulfillment, and operational workflows that support the full quotetocash lifecycle. You will ensure accurate, timely, and seamless delivery operations that directly impact revenue recognition, customer satisfaction, and operational excellence.

• Lead and develop a cross functional business operations team including warehouse operations staff, third party vendor coordinators, and software licensing specialists, fostering a culture of operational excellence and customer focus.
• Oversee warehouse operations including hardware receiving, custom configurations, quality assurance, inventory management, shipping, and RMA (returns) processing for servers and devices.
• Manage third party hardware vendor and distributor relationships, ensuring dropship arrangements meet quality standards, delivery timelines, and cost targets.
• Lead the software licensing team responsible for generating, managing, and delivering software license keys and files with accuracy and timely fulfillment.
• Design and implement delivery strategies, workflows, and quality control processes that optimize hardware fulfillment, software licensing throughput, and operational efficiency.
• Develop and maintain SLAs for order fulfillment, hardware configuration turnaround times, RMA processing, and software license delivery.
• Partner with Sales, Customer Success, Finance, IT, and Product teams to ensure delivery operations support the quotetocash process-including revenue recognition, billing triggers, customer onboarding, and renewals.
• Drive continuous improvement initiatives to reduce delivery cycle times, minimize errors, optimize inventory levels, and improve customer satisfaction with delivery processes.
• Implement and optimize warehouse management systems, inventory tracking tools, licensing platforms, and order management systems to improve operational visibility and efficiency.
• Create executive ready reports on delivery metrics, inventory health, vendor performance, licensing accuracy, key risks, and improvement initiatives.
• Manage vendor contracts and negotiations for hardware procurement and dropship arrangements, ensuring competitive pricing and favorable terms.
• Establish quality control processes for hardware configurations, conduct rootcause analysis for delivery failures or RMA trends, and implement corrective actions.
• Hire, train, and mentor team members, establishing clear performance metrics, conducting regular performance reviews, and creating career development pathways.
• Manage the delivery operations budget, forecast hardware inventory needs, and identify opportunities for cost reduction and process automation.

• Bachelor's degree in Supply Chain Management, Operations Management, Business, or a related field, with 7+ years of experience in operations, logistics, or supply chain leadership roles.
• 5+ years leading teams of 20+ people across warehouse operations, vendor management, and technical fulfillment functions.
• Experience managing both physical hardware logistics and digital/software delivery operations.
• Strong vendor management and negotiation skills, with experience overseeing third party relationships and dropship arrangements.
• Understanding of software licensing models, license generation systems, and fulfillment processes, including how license delivery triggers revenue recognition.
• Exceptional verbal and written communication skills, with the ability to collaborate across technical and nontechnical teams.
• Strong analytical and problem solving skills with the ability to use data and metrics to optimize delivery performance, inventory, and operational costs.
• Highly organized, detail oriented, and processdriven, able to manage multiple priorities in a fastpaced environment.
• Experience with warehouse management systems (WMS), inventory management software, and order management platforms.
• Familiarity with ERP systems (SAP, Net Suite, Oracle) and CRM platforms (Salesforce).
• Experience implementing process improvements, automation, or system integrations within fulfillment operations.

• Knowledge of hardware procurement, server configurations, and IT infrastructure.
• Experience leading both hardware and software delivery operations at scale.
• Experience improving dropship vendor networks and negotiating supplier agreements.
• Background in operational automation, system integrations, or digital transformation initiatives.

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About Epicor

At Epicor, we're truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters.…