Customer Operations Manager

Overview

Are you ready for a change? At GS1 US, employees at every level play a vital role and provide a meaningful voice on issues that affect consumers across the country. We are a small company with a world-class culture. We make a huge impact on the way the world does business.

As the Customer Operations Manager GS1 US, you have the opportunity to join a dynamic organization that is constantly innovating and never stagnant. The Customer Operations Manager creates the foundation for clean, consistent account data and seamless operational processes across the customer lifecycle.

In return you’ll be rewarded with great pay and benefits in a hybrid work culture. You’ll work at a high-performance company with a world-class culture that invests in its employees. We don’t just say culture is important to us, we have the data to back it up.

We are currently recruiting for this position, which offers a salary range of $110,000 to $135,000. This position qualifies for participation in our annual employee bonus program. This position is also eligible for company-sponsored benefits, which include:

• Health (medical, RX, dental, vision) - effective immediately
• 401(k) with Employer Safe Harbor and Profit-Sharing Contributions - effective immediately
• Short- and Long-Term Disability Coverage
• Mental Health and Wellbeing (6 employer sponsored therapy and coaching sessions)
• Individual Wellness Platform
• Paid Parental Leave
• Generous PTO and Company Paid Holidays
• Linked In Learning
• Tuition Reimbursement
• Kudos (employee recognition and engagement platform)
• Catered Lunches 2x/week on in office days

This role serves as the connector between Customer Experience, Sales, Data Governance, Technology, and CRM teams — ensuring that customer identity, account structures, and subscription data are accurate, well-governed, and easy for teams and customers to understand. The ideal candidate is technically fluent, process-oriented, and skilled at turning complex concepts into clear, visual documentation.

• Partner with the Data Governance team to define account quality rules, naming standards, and required data fields.
• Publish clear field definitions and business rules for account creation, updates, merges, and lifecycle workflows.
• Develop and maintain duplicate management policies, driving consistent and timely remediation.
• Work closely with Technology and CRM teams to define and enforce validation rules, automation, and system logic across CRM and subscription platforms.
• Identify opportunities to reduce manual cleanup through technical automation, improved workflows, and upstream controls.
• Lead a cross-functional working group to review account data issues, analyze root causes, and oversee ongoing improvements.
• Define and report on core data quality KPIs, including duplicate rate, validation failure rate, account completeness, and accuracy.
• Document and evolve the end-to-end workflow for account data quality, including how data flows across CRM, subscription tools, and internal systems.

• Strengthen operational processes across Customer Experience, Sales, and Support to ensure a seamless customer journey.
• Improve workflows for onboarding, subscription entitlements, account updates, and customer transitions (e.g., mergers, prefix changes, ownership shifts).
• Maintain alignment between Sales → CX → Support → Billing to reduce friction and ensure accurate customer records.
• Support customer-facing teams by providing timely, accurate updates to account data and system logic.
• Assist with escalations related to account accuracy, entitlements, and system confusion, ensuring issues are resolved and root causes addressed.
• Provide operational insight and feedback to leadership on data trends, workflow bottlenecks, and opportunities for improvement.

• Translate complex account data and workflow concepts into clear, visual artifacts and documentation.
• Create diagrams, process maps, infographics, and one-page…