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Hoya · 2 days ago

Lead Operations & Customer Support Manager

Milpitas, CA

Full-time

Onsite

Mid, Senior Level

$100K/yr - $120K/yr

7+ years exp

Hoya is a prominent global enterprise specializing in advanced optics technologies across various industries. The Lead Operations & Customer Support Manager will oversee operational activities for customer accounts, improve business processes, manage risks, and ensure service quality.

HardwareManufacturingSoftware

Hiring Manager

Wente Tran, SHRM-CP

Responsibilities

Serve as the primary operational lead for assigned accounts, overseeing the full lifecycle of customer orders and independently resolving issues that may impact delivery, cost, compliance, or customer satisfaction

Evaluate and approve purchase orders to ensure alignment with company policies, pricing structures, contractual terms, and production capacity

Exercise discretion when prioritizing orders, allocating inventory, adjusting delivery schedules, and coordinating with internal departments to meet business needs

Develop and implement process improvements to optimize workflow, reduce operational inefficiencies, and enhance customer experience

Analyze supply chain risks and recommend solutions to mitigate delays, cost increases, or compliance issues

Serve as the strategic liaison between customers, Account Managers, Operations, Finance, Shipping, and Production

Provide guidance to internal teams regarding customer requirements, technical needs, timelines, and product strategies

Independently manage escalations and determine appropriate corrective actions

Present operational reports, order status summaries, and performance insights to internal stakeholders and leadership

Oversee planning and coordination of domestic and international shipments, including specialty and non-standard exports

Develop shipment strategies in collaboration with forwarding companies and overseas factories to balance delivery expectations and cost efficiency

Approve adjustments to inventory allocations and recommend stocking strategies based on customer forecasts and consumption trends

Interpret customer agreements, internal policies, and compliance requirements such as JSox, ensuring operational adherence

Lead the preparation, documentation, and response process for audits in coordination with Accounting and Operations

Monitor adherence to pricing structures and maintain updated pricing models in partnership with the sales team

Serve as a subject matter expert for ERP (SAP/D365) workflows and participate in systems migration planning, testing, and process design

Review, validate, and approve data accuracy across order lists, shipment documentation, and financial transactions

Evaluate and recommend improvements to digital workflows, documentation controls, and internal databases

Oversee invoicing accuracy, credit/debit adjustments, and specialty transaction approvals

Partner with Accounts Receivable to identify and resolve cash-collection barriers and improve payment processes

Provide financial and operational analyses to support business planning and sales forecasting

Qualification

Operations ManagementCustomer SupportSupply Chain CoordinationSAPMicrosoft D365Process ImprovementAnalytical SkillsMicrosoft OfficeJapanese ProficiencyCommunication Skills

Required

Bachelor's degree required; degree in Business, Operations, Supply Chain, or related field preferred

7+ years of progressive experience in operations, customer support, order management, or supply chain

Demonstrated ability to exercise independent judgment and make decisions that impact business operations and customer relationships

Experience leading process improvements, developing operational procedures, or managing cross-functional initiatives

Strong analytical skills and ability to interpret contracts, data, and operational performance metrics

Excellent written and verbal communication skills, with the ability to present information to internal leadership and external partners

Proficiency in Microsoft Office (Excel, Access, PowerPoint, Word) and Outlook

Experience handling international and export shipments required

Preferred

Degree in Business, Operations, Supply Chain, or related field preferred

Experience with SAP or Microsoft D365 strongly preferred

Knowledge of the photolithography/photomask industry is a strong plus

Japanese language proficiency is a plus but not required

Company

Hoya

Since its establishment in 1941 as Japan’s first specialty manufacturer of optical glass, HOYA has diversified into new business areas that exploit the potential of advanced optics technologies.

Founded in 1941

Shinjuku, Yamanashi, JPN

10001+ employees