Business Operations Manager - D2C

Business Operations Manager

This role is remote with approximately 50% travel. The position involves visiting various customer sites to evaluate key operational metrics such as case picking efficiency, on-time shipping performance, and forecast accuracy. The ideal candidate will assess both client operations and overall site performance. We are seeking a proactive and customer-focused Business Operations Manager with Operations Support experience to manage high-value client relationships and drive operational excellence. This hybrid role combines account ownership, cross-functional operations support, process ownership, and continuous improvement. The ideal candidate will be equally comfortable nurturing client relationships and leading internal efforts to streamline workflows, optimize service delivery, and increase efficiency.

Key Responsibilities

Act as the primary point of contact for assigned strategic clients, building strong, trusted relationships and ensuring satisfaction with products and services. Lead client meetings, performance reviews, and strategic planning sessions to align services with client goals. Identify and pursue opportunities to grow existing accounts through upselling and cross-selling initiatives. Ensure all client needs, contractual obligations, and KPIs are met or exceeded.

Collaborate with internal teams (Sales, Operations, Product, Finance, Customer Support, etc.) to ensure smooth and timely execution of client deliverables. Coordinate onboarding, implementation, and day-to-day operations to meet service expectations. Monitor and troubleshoot order fulfillment, service delivery, and account health using key operational metrics. Serve as a liaison between clients and internal operations teams, managing escalations and ensuring resolution of any service-related issues.

Take ownership of key operational processes related to account servicing, ensuring consistency, efficiency, and accountability. Conduct regular reviews of existing workflows, identifying gaps, bottlenecks, or inefficiencies that impact client experience or operational performance. Lead or participate in continuous improvement initiatives using methodologies such as Lean, Six Sigma, or Kaizen. Design and implement scalable solutions or SOPs to improve internal processes, reduce errors, and enhance productivity. Establish and track process-related KPIs and report performance to leadership, recommending and implementing corrective actions as needed.

Partner with internal departments to ensure full alignment between client expectations and operational capabilities. Maintain accurate records of client activities, communications, and account health in CRM systems. Generate reports and insights related to client metrics, usage trends, SLA performance, and improvement initiatives. Support forecasting, pipeline management, renewals, and strategic account planning.

Qualifications

Required : 5+ years of experience in strategic account management, client success, operations support, or similar roles. Demonstrated success in owning client relationships and improving internal workflows. Strong knowledge of business operations, account servicing, and customer lifecycle management. Proficiency in CRM platforms (e.g., Salesforce, HubSpot) and collaboration tools (e.g., Asana, Monday.com, Excel, Power BI). Excellent communication, stakeholder management, and analytical skills.

Preferred : Experience with process improvement methodologies (Lean, Six Sigma, etc.). Familiarity with ERP or workflow systems (e.g., NetSuite, SAP, Oracle). Industry experience in SaaS, logistics, B2B services, or eCommerce is a plus. Lean Six Sigma Green Belt certification or similar is a strong advantage.

Key Competencies

Strong customer focus and relationship-building skills. Ownership mindset with a bias toward action. Operational awareness with process-driven thinking. Analytical with strong problem-solving capabilities. Cross-functional collaboration and communication skills. Ability to manage multiple accounts and priorities simultaneously.

Why Lineage? This is an excellent position to begin your career path within Lineage! Success in this role enables greater responsibilities and promotions! A career at Lineage starts with learning about our business and how each team member plays a part each and every day to satisfy our customers requirements. Beyond that, youll help us grow and learn on our journey to be the very best employer in our industry. Well ask you for your opinion and ensure we do our part to keep you developing and engaged as we grow our business. Working at Lineage is energizing and enjoyable. We value respect and care about our team members. Lineage is an Equal Employment Opportunity Employer and is committed to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful harassment and retaliation. Lineage will not discriminate against any applicant on the basis of race, color, age, national origin, religion, physical or mental disability or any other protected status under federal, state, and local law.

Benefits Lineage provides safe, stable, reliable work environments, medical, dental, and basic life and disability insurance benefits, 401k retirement plan, paid time off, annual bonus eligibility, and a minimum of 7 holidays throughout the calendar year.