Operations Manager, Strategic Accounts (Burlington), Northwest Newfoundland/Eastern …

Position Summary

The Operations Manager, Strategic Accounts will build, scale, and lead the operational infrastructure required to support strategic account growth. This role combines operational leadership, project management, and process optimization to enable consistent execution and scalability. The position will act as the central point of coordination across cross‑functional teams while leading key initiatives that improve efficiency, automation, and customer experience. This role enables Account Managers to focus on revenue growth by owning operational execution and driving scalable solutions.Key Responsibilities

Operational Execution&Process Ownership Own day‑to‑day operational support for strategic accounts, ensuring SLA adherence and consistent service delivery Standardize and scale core processes, including truck stock rollout and inventory management, express delivery programs, order flow and service request handlingConsult on development and maintenance of SOPs, playbooks, and scalable process frameworks Project&Program Management– lead cross‑functional projects that support strategic account initiatives and operational improvements, managing end‑to‑end project lifecycle Drive initiatives such as customer integrations (e.g., punchout, EDI), new service offerings, process automation and system enhancements, ensuringprojects deliver measurable business outcomes (efficiency, cost reduction, SLA improvement, sales growth, margin increase)Cross‑Functional Coordination&Governance– act as the primary liaison between Strategic Accounts and internal teams (Legal, IT, Supply Chain, Operations, Facilities, Field Teams), establishing clear workflows, ownership, and escalation paths, driving accountability through defined SLAs and regular follow‑ups Work closely with FEI NAMops department to leverage existing tools and processes that support customer activities and provide internal admin/operational reliefSystems, Tools&Automation– partner with IT and Digital teams to prioritize and implement systems that enable scale, identify and eliminate manual processes through automation, support tools such as parts sourcing optimization, customer self‑service and integrations, and centralized request tracking and visibilityData, Reporting&Performance Management– develop dashboards and reporting (e.g., Power BI) to track SLA performance, operational efficiency, project outcomes and ROI, translate data into actionable insights and continuous improvement initiatives Scaling the Strategic Accounts Function – design and implement a scalable operating model to support growth in strategic accounts, identify capacity constraints and recommend solutions (process, tools, structure), support the development of a Strategic Accounts Operations function including defining roles and responsibilities, establishing repeatable workflows, enabling consistent onboarding of new accounts, continuously improving cost‑to‑serve while maintaining or improving service levelsQualifications

5–8+ years of experience in operations, program/project management, or service delivery Proven experience leading cross‑functional projects and driving initiatives to completion Experience supporting enterprise or strategic accounts preferred Strong process improvement and scalability mindsetExperience with systems implementation and automation initiatives Analytical skills with experience in reporting tools (e.g., Power BI, Excel) Key Competencies

Project&program management Operational scalability and process design Cross‑functional leadership without authority Stakeholder management and influence Problem‑solving in complex environments Data‑driven decision making Change management Success Metrics

Successful delivery of key projects on time and with measurable impact Improved SLA performance and response times Reduction in manual processes and operational inefficiencies Increased Account Manager capacity for growth activities Scalable onboarding and support of new strategic accounts Improved cross‑functional alignment and reduced escalation volumeSalary&Benefits

Base salary of $105,000–$125,000, plus 25% MIP Ops bonus and car allowance. This position requires the result of a satisfactory criminal record check. The total compensation range posted for this role represents the total compensation opportunity, which may include base wage, bonuses, commissions, and/or other monetarycomponents, if applicable.

#J-18808-Ljbffr