{"id":2408295,"url":"https://alion.io/job/dana-customer-operations-manager","title":"Customer Operations Manager","company":{"id":676819,"name":"Dana","domain":"dana.com","url":"https://alion.io/company/dana-5","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Management","role_family":"Management","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Maumee, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":64000,"max_usd":148000,"period":"year","method":"role_country_seniority_unknown","sample_n":10060},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-05T00:00:00Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-13T05:05:20Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Dana is a global leader in the supply of highly engineered driveline, sealing, and thermal-management technologies that improve the efficiency and performance of vehicles with both conventional and alternative-energy powertrains. Serving two primary markets - passenger vehicle and commercial truck equipment - Dana provides the world's original-equipment manufacturers and the aftermarket with local product and service support through a network of nearly 100 engineering, manufacturing, and distribution facilities.\nJob Purpose\nLead Customer Operations strategy and execution, supporting customers throughout the United States and Canada, through call centers located in Maumee, Ohio, and Toluca, Mexico. Responsible for customer experience, operational performance, employee development, escalation management, business process improvement, digital transformation initiatives, and cross-functional collaboration to support Original Equipment and Aftermarket business objectives.\nOrganization Scope:\nDirect Reports: 12\nIndirect Reports: 3\nLeadership Positions Managed: Supervisor, Team Leads, Technical Support Specialists, and Customer Service Representatives\nGeographic Team Scope: United States and Mexico\nCustomer Support Scope: United States and Canada\nJob Duties and Responsibilities\nLead a multi-country Customer Operations organization supporting customers throughout the United States and Canada.\nDirectly manages Supervisors, Team Leads, Technical Support Specialists, and Customer Service Representatives.\nProvide leadership, coaching, mentoring, employee development, and succession planning.\nConduct annual performance reviews, mid-year reviews, talent assessments, goal setting, and performance improvement activities.\nApprove employee time off requests and oversee workforce planning and staffing requirements.\nDevelop and execute Customer Operations strategies aligned with Aftermarket business objectives.\nServe as the primary escalation point for critical customer issues impacting service, delivery, order fulfillment, product support, and customer satisfaction.\nLead cross-functional resolution efforts involving Sales, Supply Chain, Manufacturing, Distribution, Finance, Quality, IT, and Technical Support teams.\nOwn operational performance metrics including phone performance, chat performance, case management, productivity, response times, escalation resolution, and customer satisfaction.\nDrive achievement of customer service goals includes response within 3 hours and case closure within 24 hours.\nDevelop, analyze, and present KPI dashboards, performance reporting, and operational insights to leadership.\nLead customer operations projects supporting continuous improvement, process improvements, system enhancements, organizational changes, and business growth initiatives.\nRepresent Customer Operations in enterprise system implementations and enhancements, including requirements gathering, process design, testing, user acceptance testing, training, and change management activities.\nCollaborate with cross-functional teams to develop and enhance customer-facing digital platforms and self-service solutions that improve customer experience and operational efficiency.\nLead workforce transition initiatives, including organizational restructuring, staffing strategy, recruitment support, onboarding, training, knowledge transfer, and operational stabilization activities.\nPrepare and deliver presentations to customers, leadership teams, and cross-functional stakeholders.\nRepresent Customer Operations in leadership meetings, business reviews, and strategic planning discussions.\nPartner with Sales and Customer Account teams to support customer retention, growth opportunities, and customer experience initiatives.\nTravel domestically and internationally, including Mexico, to support employee development, operational alignment, process standardization, and business objectives.\nDrive a culture of accountability, collaboration, continuous improvement, and customer focus.\nDecision-Making Authority and Organizational Impact\nMakes decisions regarding workforce planning, staffing recommendations, employee development, performance management, and day-to-day operational execution within Customer Operations.\nProvides leadership and direction to Supervisors, Team Leads, Technical Support Specialists, and Customer Service Representatives.\nExercises independent judgment in prioritizing customer escalations, operational issues, resource allocation, and service recovery efforts.\nRecommend process improvements, organizational changes, staffing adjustments, and operational initiatives to improve efficiency, customer experience, and business performance.\nInfluences cross-functional decision-making through collaboration with Sales, Supply Chain, Manufacturing, Distribution, Finance, Quality, IT, and Technical Support organizations.\nRepresents Customer Operations in leadership discussions and provides recommendations regarding customer trends, service performance, operational risks, and improvement opportunities.\nResponsible for achieving operational performance objectives related to customer responsiveness, case resolution, productivity, service levels, and customer satisfaction.\nEducation and Qualifications\nBachelor’s Degree in Business, Leadership, Operations, or related field preferred; equivalent experience may be considered.\n10 + years in customer operations, customer service, customer experience, or aftermarket experience in a manufacturing/distribution environment preferred.\nExperience leading multi-level teams, including supervisors, team leads, technical support, and customer service professionals.\nExperience managing multi-site and/or multi-country teams preferred.\nSupport customers across multiple regions or countries, including the United States and Canada.\nERP systems, CRM platforms, customer portals, digital tools, and Microsoft Office Suite.\nSalesforce or similar customer relationship management platforms preferred.\nExperience leading or participating in system implementations, process improvement initiatives, and organizational change activities.\nStrong understanding of customer service processes, order management, escalation management, case management, and customer support operations.\nAbility to travel domestically and internationally as required.\nSkills and Competencies\nStrategic leadership and operational execution\nCustomer escalation management and conflict resolution\nPerformance management, coaching, and employee development\nKPI development, analysis, dashboarding, and leadership reporting\nProject leadership, continuous improvement, and change management\nCross-functional collaboration and influence without direct authority\nExecutive, customer, and stakeholder presentation skills\nWorkforce planning, staffing coordination, and organizational alignment\nStrong written and verbal communication skills\nManufacturing, distribution, aftermarket, and customer operations knowledge\nAbility to manage multiple priorities in a fast-paced, customer-focused environment\nWe are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.\nUnsolicited Resumes from Third-Party Recruiters\nPlease note that as per Dana policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters were engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that Dana will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.","description_format":"text","description_chars":7849,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Motors, Drives & Motion Control","Automotive Components"],"lifecycle":[{"event":"open","at":"2026-10-13T01:24:39Z"}],"visa":[],"liveness":{"score":64,"band":"ok","label":"Likely open","p_open":1,"p_active":0.716,"p_room":0.9,"age_days":8,"expected_fill_days":14,"reasons":["conf:0","win:mid","comp:brand"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/dana-customer-operations-manager","json_url":"https://alion.io/job/dana-customer-operations-manager.json","meta":{"generated_at":"2026-10-13T10:02:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15291,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":676819},"rest":"https://alion.io/mcp/rest/get_company?id=676819"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdana-customer-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdana-customer-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdana-customer-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dana-customer-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdana-customer-operations-manager"}]}