Customer Operations Manager

About this role

ABOUT KRAKEN KINETICS

Kraken Kinetics designs and manufactures advanced kinetic solutions that enable modern warfighting capabilities for the United States Armed Forces and its allies. We specialize in mission-tailored warheads and firing systems for unmanned and autonomous weapon platforms, delivering production-ready solutions at speed to address urgent national security challenges.

Our team brings decades of specialized Department of War experience across the full lifecycle of kinetic system development—from concept and design through testing, manufacturing, and operational deployment. Built on a foundation of work that helped lead the DoW into the era of kinetic drones, Kraken Kinetics combines commercial agility with deep technical expertise to deliver DEFINITIVE LETHALITY™ when it matters most.

POSITION SUMMARY Location: On-site at our Pinehurst, NC area facility

Kraken Kinetics is seeking a highly motivated Customer Operations Manager to serve as the critical link between our customers, Strategic Partnerships team, and Operations Team. This role ensures customer commitments are translated into successful execution by coordinating priorities, managing delivery schedules, and driving cross-functional communication across the organization..

Reporting to the Head of Strategic Partnerships, you will own the operational execution of customer orders from PO through shipment working closely with Production, Engineering, Supply Chain, Contracts and Leadership to ensure commitments are delivered on time and with exceptional customer communication.

This is an excellent opportunity for someone who enjoys solving complex operational challenges, building strong customer relationships, and influencing outcomes across multiple teams.

KEY RESPONSIBILITIES

- Serve as the primary liaison between Strategic Partnerships, Operations, and customers to ensure successful execution of customer commitments.

- Coordinate delivery schedules across Production, Engineering, Supply Chain, and Leadership to meet customer expectations.

- Monitor program milestones, identify risks, escalate issues proactively, and drive timely resolution.

- Support prioritization decisions when competing customer requirements impact production schedules.

- Manage customer communications related to order status, delivery schedules, purchase orders, quotations, and shipment updates.

- Maintain accurate customer and opportunity information within the CRM, ensuring account activity and delivery commitments remain current.

- Partner with Operations to identify opportunities to improve fulfillment processes, communication, and customer satisfaction.

- Track key performance metrics related to delivery execution and customer responsiveness.

- Build trusted relationships with internal stakeholders and external partners while representing Kraken Kinetics professionally.

EXPERIENCE

Qualifications:

- Bachelor's degree or equivalent combination of education and relevant experience.

- 2–5 years of experience in customer operations, account management, program coordination, project coordination, supply chain, manufacturing operations, logistics, or a similar customer-facing operational role.

- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

- Excellent written and verbal communication skills.

- Strong analytical and problem-solving abilities.

- Demonstrated ability to build relationships across technical and business teams.

- High degree of ownership, initiative, and follow-through.

- Proficiency with Microsoft Office and CRM systems.

Preferred Qualifications

- Experience supporting manufacturing, aerospace, defense, robotics, or advanced technology organizations.

- Experience coordinating customer orders through production and delivery.

- Understanding of manufacturing operations or supply chain planning.

- Experience using CRM or ERP systems (Salesforce, HubSpot, NetSuite, Microsoft Dynamics, etc.).

- Familiarity with ITAR/EAR export compliance.

- Experience working in a high-growth or startup environment.

SALARY & BENEFITS

Kraken Kinetics is committed to offering a competitive compensation package to attract and retain top talent. This full-time, on-site exempt position offers an annual salary range of $80,000- $115,000 depending on qualifications and experience.

Security Requirement

US Citizen

Security Statement: This position requires special access to U.S. government information. You must be a U.S. citizen for consideration

Benefits included:

- Generous PTO policy

- Comprehensive medical coverage (80% company-paid for employee + dependents).

- Vision & dental (100% company-paid)

- Short and long-term disability coverage (100% company-paid)

- Generous 401(k) retirement plan

- Company-paid life insurance

- Great teammates and well stocked snacks

LIFE IN MOORE COUNTY, NC (PINEHURST AREA)

Kraken Kinetics is based in Moore County, North Carolina, home to Pinehurst, a nationally recognized destination offering an exceptional quality of life.

Employees benefit from a low cost of living, minimal congestion, and a strong sense of community, with easy access to larger metropolitan areas, including Raleigh-Durham.

Whether you're looking to accelerate your career or put down long-term roots, the Pinehurst area offers a compelling alternative to traditional tech and defense hubs.

We are committed to supporting relocation for the right candidates.

Watch what it’s like to live here: [ Video Link] https://youtu.be/gXuJhhVhcn8

EQUAL OPPORTUNITY EMPLOYER

Kraken Kinetics is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and welcome applicants of all backgrounds.

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