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Job Description
Igloo Products Corp. is an iconic, fast-growing American brand known for its exceptional and durable coolers designed to meet everyday needs. For more than 75 years, Igloo has been a leader in the housewares industry and has evolved into a high-growth lifestyle brand, inspiring outdoor experiences centered around fun, family, and friends. Founded in 1947 as a metalworking shop that brought fresh cold water to Texas workers in the field, and later inventing the Playmate, Igloo has grown into America's most recognizable brand of ice chests. The Igloo story spans more than 75 years of delivering coolness to the world. Today, Igloo has over 90% brand awareness, is #1 in market share in the U.S., and is a pioneer in sustainability within its category through the launch of biodegradable coolers and products made with post-consumer recycled resin and other sustainable materials. Igloo also has a growing direct-to-consumer (DTC) business, allowing us to build direct relationships with our consumers. In 2021, Igloo was acquired by Dometic Brands, creating the opportunity to globally grow both brands together. Built on a legacy of quality and innovation, we are seeking a Commercial Operations Manager to join our team and support our continued growth. The Commercial Operations Manager is responsible for leading day‑to‑day commercial execution through oversight of Customer Service, Sales Operations, and Consumer Care. This role owns a defined portfolio of customer accounts and ensures the accurate and timely flow of orders from receipt through fulfillment readiness by managing order progression, troubleshooting purchase order issues, and proactively identifying inventory‑related risks. The Commercial Operations Manager supports sales performance by enabling effective execution of sales strategies, process improvements, and data‑driven decision making. This role partners closely with Sales, Customer Service, Operations, Supply Chain, Finance, IT, and external service providers to resolve issues, align priorities, and deliver a seamless, professional experience for both retail customers and consumers. The ideal candidate brings hands‑on experience with order management processes, ERP systems (Oracle), and cross‑functional execution.
Essential Job Duties and Responsibilities Order Management & Customer Experience Execution:
Manage all phases of order progression and ensure all orders remain in the proper status to support seamless and efficient execution. Own the day‑to‑day order management experience for assigned customer accounts, ensuring accuracy, urgency, and professional communication. Troubleshoot EDI transmission errors and resolve purchase order issues with customers, including stock constraints, pricing discrepancies, or invalid data that could delay processing. Work closely with Sales to resolve PO errors and prevent downstream fulfillment delays. Identify where inventory constraints may impact customer commitments and escalate proactively for prioritization and decision‑ Maintain a balance between company policy and customer expectations while supporting timely and accurate order execution.
Customer Service Team Leadership:
Oversee a tiered customer service organization responsible for order management and operational support activities. Ensure the Customer Service team delivers: Accurate order entry and maintenance Timely PO validation and correction Effective communication with internal Sales partners and cross functional teams Support the Supervisor with workload prioritization, escalation management, and team development. Ensure consistent adherence to order management standard operating procedures.
Sales Operations Leadership:
Directly manage a team of Sales Operations Leads aligned by sales channel. Ensure Sales Operations Leads effectively support Sales Directors and Managers by: Executing consistent sales operations processes Maintaining accurate customer and account documentation Coordinating cross‑functional activities within assigned business pods Review and provide guidance on reporting, analysis, and materials used to support sales performance and customer engagement. Help prioritize initiatives across Sales Operations, Customer Service, and Logistics to support smooth commercial execution.
Consumer Care Call Center Oversight:
Oversee the company's third‑party consumer service call center or an internal team of consumer care leads, brand dependent Actively monitor and analyze call center KPIs to ensure SLAs are met Manage the partnership with the third party to drive value and consumer satisfaction Share consumer data cross‑functionally on potential product issues or opportunities Ensure escalated consumer issues are resolved appropriately, and trends are communicated to internal stakeholders. Cross ‑
Functional Collaboration:
Work closely with Sales, Customer Service, Demand Planning, Operations, Supply Chain, Logistics, Finance, Marketing, and IT to ensure alignment and timely issue resolution. Serve as a coordination point for order management and execution issues. Support system enhancements and issue resolution related to ERP and reporting tools.
Team Building & Talent Development:
Foster a collaborative and accountable team environment focused on execution excellence. Provide coaching and development support to direct reports. Promote clear communication, ownership, and professional growth across Sales Operations, Customer Service and Call Center teams.
Other Duties:
Perform other related duties and responsibilities as assigned in support of commercial execution and customer experience objectives. What do we offer? Medical Dental Vision Life Insurance Short term & Long-term disability Accidental death insurance Supplemental life insurance Company paid holidays Flexible Spending Accounts Minimum Requirements and Qualifications A suitable background would be a solid experience within the following qualifications and experiences:
Education:
high school diploma or equivalent. Minimum of 3-5 years in order management and/or sales operations is mandatory.
Preferred Qualifications:
Four-year college degree. Bachelor's degree in business administration, sales, marketing or a related field. 2-3 years in a supervisory role with direct reports. Previous Oracle experience Experience working in consumer products To be successful in this role, we believe that you possess the following skills, competencies & characteristics: Meticulous attention to detail, service-driven sense of urgency with a follow-through and follow-up mentality. Provide leadership to the customer service and sales operations teams. Highly effective communicator at all levels. Analytical problem solver and data driven decision maker And of course - our Core Values To thrive and succeed in this role, you understand the importance of our core values - Together we build our future, We play to win, We embrace change and We walk the talk; these values reflect the heart and soul of Dometic and they define what it takes to work here and how we do things. Are you our next star? Then we would love to see your application. Dometic is passionate about building together an inclusive and equitable working environment, that respects individual strengths, views, and experiences. We believe that diversity enables us to thrive across our differences. Be yourself and join us! Igloo offers equal opportunities for everyone. Equal opportunities mean that all employees shall be treated according to their abilities and qualifications in every employment decision, including but not limited to hiring, advancement, compensation benefits, training, lay-offs and termination. Any form of discrimination or harassment against employees due to personal factors, such as gender, ethnicity, skin color, age, sexual orientation, religion, nationality, disability and pregnancy or employees with family responsibilities is prohibited. All applicants must be at least 18 years old and legally authorized to work in the United States on a permanent basis. Igloo supports and respects the protection of internationally proclaimed human rights. We do not tolerate child labor or any form of modern slavery, including forced, bonded or compulsory labor, physical or psychological punishment or human trafficking.
