Account Operations and Performance Manager

Account Operations and Performance Manager Greenville, RI 02828 POSITION

OVERVIEW

Driving Innovation, Delivering Excellence. FAF Inc. is a leading supplier of jewelry and accessories, known for its design and merchandising expertise and comprehensive end-to-end solutions. At FAF Inc. we are dedicated to creating forward-thinking solutions that elevate the way we do business. With a unique blend of innovative design, merchandising expertise, and decades of execution experience, we provide seamless, customer-focused solutions. Our reputation for collaboration, transparency, and ethical business practices sets us apart as an industry leader. The Account Operations & Performance Manager is responsible for ensuring seamless execution across accounts by optimizing processes, managing order coordination, and leveraging data to drive efficiency and performance. This role serves as the operational backbone of the account team, working cross-functionally to resolve issues, streamline workflows, and maintain high service levels.

PRIMARY RESPONSIBILITIES & DUTIES

Operational Excellence & Process Management Design, implement, and continuously improve workflows, SOPs, and internal processes Identify inefficiencies and lead initiatives to streamline operations and increase scalability Ensure consistency and quality across all account support activities Order Coordination & Execution Own end-to-end order coordination, ensuring accuracy, timeliness, and issue resolution Act as the liaison between internal teams (sales, sourcing, logistics, finance) to ensure smooth order flow Proactively identify, escalate and resolve order-related risks or delays Data Analysis & Performance Tracking Monitor account performance through reporting and supplier dashboards Analyze data to identify trends, gaps, and opportunities for improvement Conduct root cause analysis and implement corrective actions Cross-Functional Communication Facilitate clear and proactive communication across departments Align stakeholders on priorities, timelines, and issue resolution Serve as the escalation point for operational challenges Systems & Tools Optimization Improve utilization of systems, tools, and automation Recommend and implement enhancements to support scalability and efficiency Success Metrics Order accuracy and on-time delivery Process efficiency improvements Customer defined performance metric adherence

SKILLS & QUALIFICATION

Expertise in operational process design, workflow optimization, and SOP development Strong end-to-end order management experience, ensuring accuracy, timeliness, and issue resolution with customer service as the primary focus Advanced analytical skills with the ability to interpret data, identify trends, and drive performance improvements Proficiency in reporting tools and data analysis (Excel, Google Sheets, Tableau, Power BI, or similar) Experience conducting root cause analysis and implementing corrective actions Excellent cross-functional collaboration and stakeholder management skills Strong communication skills with the ability to align teams and resolve escalations effectively Familiarity with ERP, CRM, and order management systems (OMS) Ability to identify inefficiencies and implement scalable, automated solutions Highly organized with strong attention to detail and ability to manage multiple priorities Results-driven with a focus on SLA adherence, accuracy, and continuous improvement

EDUCATION & EXPERIENCE

Bachelor's degree in Business, Operations, Supply Chain, or a related field (or equivalent practical experience) 3-5+ years of experience in operations, account management, supply chain, or a related field Proven track record of improving operational efficiency and reducing errors in a fast-paced environment Experience working cross-functionally with sales, logistics, finance, and supply chain teams Demonstrated success in managing order processes, performance tracking, and operational execution Visit our

Website:

www.faf.com

Location:

On-site (in-person)

Benefits:

Medical/Dental/Vision/FSA Life Insurance/AD&D/Long Term Disability 401k/company match/profit sharing PTO Employee Perks