Customer Operations Manager

The Customer Operations Manager ensures smooth coordination and execution of support processes for large and complex customer accounts. As a dedicated resource in Customer Experience Team, the you'll collaborate across customer service, logistics, PMO, and finance to remove obstacles, streamline processes, and uncover opportunities that grow share of wallet. This role combines analytical problem-solving with relationship management, ensuring seamless execution and alignment between Hilti and the customer. You'll act as a key liaison, coordinating resources and driving efficiency to deliver a world-class customer experience.

• Brings strong analytical and problem-solving skills in order to manage complex customer opportunities by breaking it down into manageable parts in a systematic and detailed way
• Manages customer experience through collecting and analyzing customer feedback and touchpoints
• Cross functional responsibilities to problem solve with other Hilti stakeholders on customer specific needs/requests
• High expectation of internal coordination amongst many departments and leaders
• Strong knowledge of Hilti processes and how to navigate the matrixed organization
• Acts on behalf of Hilti within customer environment - utilizing Hilti expertise to further improve the customers solution choices
• Key contributor for account capture coordination meetings acting as coordinator and liaison to move the business forward with behind-the-scenes activities enabling team members to gain efficiency
• Competent written and oral communication with customers and internal stakeholders
• Forward-looking, motivated, collaborative team members as well as independent minded individual requiring minimal direction from Management
• Provide feedback as needed to product and technical departments on customer needs as they relate to products, software, or other programs
• Strong presentation skills to be able to deliver updates to EMT and customers alike
• Other duties as needed or assigned

• Bachelor's Degree or equivalent Hilti experience, required
• Minimum five years of Hilti relevant experience, required
• Ability to engage and influence multiple stakeholders (e.g. HUB, Mos, customers), required
• Project Management Experience, preferred
• Experience in customer facing role, strongly preferred
• Capacity to conceptualize an idea and take it through to a tangible solution, required
• Good communication as well as project management skills, required

In addition to a competitive base salary and bonus potential, we offer a robust benefits package including a generous paid time off policy that includes vacation, personal days, health & wellness, and 2 days per year to give back in your local community, paid family leave, educational reimbursement, 401(k) matching, medical/dental/vision coverage, and a variety of other benefits to fit the needs of our employees.

We will give you the tools you need to succeed through hands-on integration training and will support your continued professional development through ongoing training and mentoring, targeted leadership programs, and opportunities for international assignments in any of the 120+ countries in which we operate

Hilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries. Guided by our purpose, Making Construction Better, we're driven to keep learning, growing, and finding new ways to make a lasting impact. Here, you'll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges. At Hilti, you'll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork.

At Hilti, inclusion is a key focus in how we work, lead, and grow together. We are committed to embracing diversity of thought and creating an environment that is inclusive of everyone, everywhere. We continuously strive to ensure every voice is valued and every team member feels empowered to contribute. By building on this foundation, we strengthen our teams, our innovation, and our impact, making construction better together.

Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.