About this role
This Operations Account Manager role leads account support and coordinates global cross-functional teams to improve customer operational outcomes for recurring NPI and support services. The position owns relationship health, monitors operational metrics (including open orders, forecast, and NPI dates), and leads QBRs and strategic account planning.
Key Responsibilities
- Serve as lead for account support team and train on account support details
- Coordinate numerous team members to maintain OTD, timelines, and schedules
- Own account health and report open orders, forecast, and NPI dates
- Develop and manage customer success strategies to resolve operational/service matters
- Lead QBRs and strategic account planning with mutual performance objectives and financial targets
Technical Overview
The role is operations-focused with process and KPI management rather than software development. It includes managing operational performance, profitability metrics (inventory, margin), and running structured business reviews (QBRs) with automation emphasis.
Ideal Candidate
The ideal candidate is a mid-level operations/account professional who can lead account support teams and act as the cross-functional single point of contact for recurring NPI and support service needs. They bring project management experience, strong stakeholder communication, and a customer-success mindset focused on operational KPIs, profitability, and QBR execution.
Must-Have Skills
Project Management experienceAbility to independently self-manage without extra management involvement or oversightProactive approach to account management with an emphasis on automationAbility to present at all levels and be comfortable with customer interface
Tools & Platforms
Panorama Office
Required Skills
account support team leadershipOTD trackingcross-functional single point of contactrecurring NPI supportaccount health reportingopen ordersforecastNPI datesstakeholder managementcustomer performance inquiriescontract renewalsextensionsscope changecustomer success strategiesoperational/service improvementsprofitability metricsinventorymarginlessons learnedstrategic account planningQBRsquarterly business reviewsautomationproject managementoffshore support team process training
Hard Skills
Account support team leadershipOperational KPI monitoringOTD (on-time delivery) monitoringForecast managementNPI date trackingOpen orders monitoringProject managementContract renewalsExtensionsScope change managementCustomer success strategy developmentOperational / service improvementsFinancial metric monitoring (inventorymargin)Stakeholder management sessionsQBRs (Quarterly Business Reviews) organizationStrategic account planning processAutomation emphasis
Soft Skills
Client-facing communicationPresenting at all levelsTraining/mentoring offshore support team processesLeadershipAbility to deliver bad news with solutionsCross-functional collaborationTime managementSelf-management without extra oversightProactive approach to account management
Keywords for Your Resume
Operations Account ManagerAccount support teamcross-functionalsingle point of contactrecurring NPIsupport service needsglobal projectsaccount healthopen ordersforecastNPI datesstakeholder managementcustomer performance inquiriescontract renewalsextensionsscope changecustomer success strategiesoperational service mattersprofitabilityfinancial metricsinventorymarginlessons learnedstrategic account planningmutual performance objectivesfinancial targetscritical milestonesQBRsQuarterly Business Reviewsautomationproject managementoffshore support teamHybrid: TuesdayWednesdayThursday required office daysMondayFriday-work from homecustomer success
Deal Breakers
Project Management experience when approaching customer support, Ability to present at all levels with strong communication soft skills, Hybrid schedule compliance (Tuesday/Wednesday/Thursday in office; Monday/Friday work from home)
Get matched to jobs like this
Luna finds roles that fit your skills and career goals — no endless scrolling required.
Create a Free Profile