As Senior Manager of Business Operations at Epicor, you will lead the teams and processes that shape the customer journey end‑to‑end. You will champion operational excellence, strengthen customer partnerships, and ensure every support interaction reflects Epicor’s commitment to clarity, consistency, and high‑quality service. By managing both frontline operations and complex billing escalations, you will help create a connected, frictionless experience that supports our customers’ success.
What You Will Be Doing
- Lead and develop a Business Operations team that includes customer service representatives and a specialized group of billing and quote‑to‑cash escalation specialists, fostering a culture grounded in customer‑first thinking and operational excellence.
- Build and maintain strong relationships with key customers, serving as the executive‑level escalation point for complex issues and ensuring timely, high‑quality resolutions.
- Design, implement, and refine customer service strategies, workflow processes, and escalation protocols to improve ticket management, call handling, and billing issue resolution.
- Monitor operational KPIs—including CSAT, NPS, responsiveness, and resolution times—to identify trends and drive data‑backed improvements across the customer experience.
- Manage customer expectations proactively, navigating high‑stakes situations with professionalism, empathy, and clarity while ensuring timely execution on all escalated items.
- Develop and maintain SLAs that define response and resolution expectations, ensuring consistent, high‑quality service delivery across Business Operations.
- Partner with Sales, Finance, Product, and IT teams to resolve customer challenges, communicate feedback, and address gaps that impact operational performance or customer satisfaction.
- Provide strategic leadership across quote‑to‑cash operations, working closely with billing and revenue teams to streamline processes and resolve customer billing concerns efficiently.
- Implement and optimize support systems, CRM platforms, and knowledge management tools that improve productivity and empower customer self‑service.
- Create and deliver executive‑ready reporting on customer health, operational performance, key risks, and ongoing improvement initiatives.
- Forecast staffing needs, allocate resources effectively, and identify opportunities for automation and operational efficiency.
What You Will Likely Bring
- 7+ years of experience in business operations, customer operations, customer success, or support leadership roles.
- Experience leading teams of 10+ people, with a strong ability to hire, develop, mentor, and retain high‑performing teams.
- Demonstrated success managing executive‑level escalations and strengthening customer relationships across large, diverse business environments.
- Strong understanding of quote‑to‑cash processes, billing operations, and cross‑functional workflows involving Sales, Finance, Product, and IT organizations.
- Excellent verbal and written communication skills, with the ability to manage difficult conversations professionally and with emotional intelligence.
- Proven experience using data, metrics, and KPIs to inform operational decisions and identify opportunities for improvement.
- Highly organized and detail‑oriented, with the ability to manage multiple priorities in a fast‑paced, evolving environment.
What Could Set You Apart
- Experience with Salesforce, Zendesk, or similar CRM and ticketing platforms.
- Background in revenue operations, billing transformation, or operational systems optimization.
- Experience implementing process improvements, automation, or AI‑driven solutions in a customer‑facing organization.
- Success driving cross‑functional improvements in fast‑moving SaaS or technology‑driven environments.
- Ability to introduce scalable frameworks, operating models, or support strategies that improve the overall customer experience.
About Epicor
At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.
We’re Proactive, Proud, Partners.
Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.
Competitive Pay & Benefits
- Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
- Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
- Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
- Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
- Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
- Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
- Global Mobility: Comprehensive support for international relocations and permanent residency processes.
Equal Opportunities and Accommodations Statement Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.
We are an equal-opportunity employer.
Recruiter
Matthew Brady
