Customer Operations Manager

OPPLY - Customer Operations Manager

About Opply

After becoming one of the fastest growing VC-backed startups in Europe, we've now

expanded to the US. We’re offering huge opportunities for progression in both the UK and

the US as we continue to grow. Now we need extraordinary minds with a strong growth

mindset who want to join us on our mission!

There are currently 1 million SMB consumer goods brands ordering over $1 trillion of raw

ingredients per year – imagine this was all ordered on one platform.

Today, these brands all order separately with small teams and volumes, resulting in wasted stock and higher prices. Opply automates the entire ingredient ordering process by:

1. Partnering with the world’s biggest suppliers, giving SMBs access to pricing through

our AI matching and forecasting model

2. Providing an AI-driven platform that orders the ingredients when and where you need

them

3. Offering data-led credit that allows brands to sell goods before paying for ingredients

We work with some of the most exciting brands and suppliers in the space and are shaping

innovation in a market that’s been underserved for too long. If you’re a trailblazer, come join

us!

Who We Are

We’re a close-knit team of 25, working across five time zones, and we meet up every year to

work, ideate and hang out.

We're VC-backed by some of the world's top investors like Index, Anthemis and Chalfen

Ventures, and unicorn angels from GoCardless, Flow.io and Trouva, and have won StartUp

of the Year for Technology Services and Supply Chain Specialists of the Year at the Startup

and Global Corporate LiveWire awards - achievements we’re super proud of!

What You'll Be Doing

As a Customer Operations Manager, you’ll be at the heart of driving success for our

customers, helping them to meet their business objectives, and getting the most out of our

products and services. You’ll lead and coordinate all operational activity across our US

business. You’ll oversee a growing team of Customer Operations Executives, ensure

seamless order management from purchase to payment, and act as the central orchestrator

for our US operations—balancing execution with process improvement.

Key Responsibilities

Operational leadership

• Lead and coach the US Customer Operations team, ensuring consistent

performance, development, and motivation.

• Oversee daily task allocation, ensuring all customer tickets, order actions, and

supplier communications are distributed and tracked effectively.

• Forecast team workload and capacity, ensuring the right prioritization of high-impact

orders and customers.

• Maintain and improve order accuracy, fulfilment efficiency, and customer satisfaction.
• Monitor and manage financial tracking related to customer orders—including POs,

invoices, and payment reconciliation.

• Ensure data integrity across all operational systems (CRM, order dashboards,

payment tracking tools, etc.).

• Monitor all open orders and track key operational metrics (e.g., OTIF, ticket resolution

time, order accuracy, payment collection), ensuring performance targets are met and

reported weekly to leadership.

• Execution & Continuous Improvement

• Personally manage high-impact or complex accounts to ensure excellent customer

experiences.

• Identify and implement process improvements to enhance customer experience.
• Collaborate with Product and Tech teams to flag recurring operational issues and

influence automation priorities.

• Develop standard operating procedures (SOPs) for the US operations team to

ensure consistency and scalability.

What Experience You Have

• 5–10 years’ experience in Customer Operations, Support, or Success management

within a B2B technology or Supply Chain environment

• Proven experience managing teams of customer operations or support specialists.,

and coordinating workflows across multiple stakeholders and systems.

• Strong analytical and reporting skills,comfortable using dashboards and data tools to

track performance and drive accountability.

• Demonstrable customer centric approach to work, with excellent external

communication skills, and innovative mindset.

• Experience in food, beverage, or consumer goods supply chains preferred.
• Proficiency in using CRM and order management software; familiarity with financial

reconciliation processes a plus.

Who You Are

• A natural leader who balances empathy with accountability and thrives in

fast-moving, ambiguous environments.

• Hands-on and execution-driven: equally comfortable managing strategy and jumping

into the details.

• You are obsessed with detail, if something’s off, you spot it before anyone else
• You don’t just react, you own problems and drive them to resolution without being

asked

• You’re laser-focused on delivering excellent customer experiences and believe every

interaction is a chance to build trust

• You’re a natural at juggling multiple workstreams without dropping the ball
• You’re solutions-driven, you always find a way to make things work
• You communicate clearly and respectfully, whether updating a supplier or aligning

with engineering

• You’re a team player who lifts others up and collaborates across departments
• You’re an empathetic and enabling team player who collaborates well with all teams,

ideally in a fast paced business with high growth

What We Offer

• Competitive salary
• 33 days holiday a year (inc. public holidays)
• Regular global retreats to meet the whole team
• Flexible working hours & hybrid/remote working
• Office hubs in UK and US
• Benefits allowance for things like gyms, health care, and wellness
• Regular team socials