Customer Operations Manager

Astera Labs is a global leader in purpose-built connectivity solutions that unlock the full potential of AI and cloud infrastructure. Our Intelligent Connectivity Platform integrates PCIe®, CXL®, and Ethernet semiconductor-based solutions and the COSMOS software suite of system management and optimization tools to deliver a software-defined architecture that is both scalable and customizable. Inspired by trusted relationships with hyperscalers and the data center ecosystem, we are an innovation leader delivering products that are flexible and interoperable. Discover how we are transforming modern data-driven applications at www.asteralabs.com. 

This role will oversee the Customer Operations Specialists, ensuring efficient processes and high-quality support across Pre-sales, Post-sales, and Sales Management functions. This role requires a blend of strategic thinking, team leadership, and deep understanding of the semiconductor industry to enhance customer satisfaction and achieve business objectives.

Key Responsibilities:

• Team Leadership: Manage and mentor a team of Customer Operations Specialists, fostering a collaborative and high-performance culture.
• Operational Strategy: Develop and implement customer operations strategies that align with company goals and optimize the sales cycle from project qualification to closing.
• Process Improvement: Identify opportunities for operational process enhancements (RMA, PCN, order management, etc) and efficiency gains, ensuring the team adheres to best practices and meets agreed-upon KPIs.
• Cross-Functional Collaboration: Work closely with Sales, Engineering, and Factory Operations teams to streamline communication and ensure alignment on customer needs and project timelines.
• Customer Engagement: Establish strong relationships with key customers and partners, facilitating regular communication to understand their needs and address any operational challenges.
• Performance Metrics: Monitor sales operations performance metrics, providing regular reports and insights to senior management to support decision-making.
• Training and Development: Provide ongoing training and support to the Customer Operations team, enhancing their skills and knowledge of the semiconductor industry and sales processes.
• Manage both distributors and customizers’ authorized traders on forecast planning, order fulfillments, and RMA/DOAs related subjects
• Demand Management: Drive accurate forecasting to support customer development schedules.

Qualifications:

• Bachelor’s degree in Business Administration, Engineering, or a related field; MBA preferred.
• 10+ years of experience in sales operations or a related field, preferably within the semiconductor industry.
• Proven leadership skills with experience managing and developing high-performing teams.
• Strong understanding of the semiconductor sales landscape, including experience with Cloud Service Providers, and Server, Storage & Networking OEMs.
• Excellent communication and interpersonal skills, with a focus on building collaborative relationships.
• Ability to analyze data and translate insights into actionable strategies.
• Experience of managing Distributors and direct business
• Proficient in Salesforce or equivalent CRM tools, ERP systems, and advanced Excel skills.
• Strong problem-solving abilities and a customer-focused mindset.

If you are an experienced operations leader ready to drive excellence and make a significant impact in a dynamic and innovative environment, we invite you to apply. Join Astera Labs Inc. as we continue to lead the semiconductor industry.

We know that creativity and innovation happen more often when teams include diverse ideas, backgrounds, and experiences, and we actively encourage everyone with relevant experience to apply, including people of color, LGBTQ+ and non-binary people, veterans, parents, and individuals with disabilities.