Sr. Manager, Operations

Sony Corporation of America
life insurance, flexible benefit account, paid holidays, sick time, 401(k)
United States, California, San Jose
Apr 23, 2025
Sony Biotechnology Inc., based in San Jose, California, supplies advanced flow cytometry analysis and sorting technology for use in life science research. It markets products to private and public research institutions, pharmaceutical and biotechnology companies, and large medical centers. Over the years, Sony Biotechnology products have received numerous outstanding new product awards as well as technology awards including the Frost & Sullivan Emerging Technology award, and the Milestone Award. To learn more: https://www.sonybiotechnology.com/us/. POSITION SUMMARY Sony Biotechnology Inc. (SBT), located in San Jose, CA, is seeking a Senior Manager, Operations who will be responsible for managing the Customer Service, Supply Chain, and Warehouse functions while acting as a close counterpart to Finance and other Operations functions. This role will oversee the seamless flow of products from inventory to customer delivery, ensuring timely fulfillment while maintaining excellent customer service standards. This role requires a blend of logistics expertise, customer service focus, and operational efficiency to optimize inventory management and delivery processes. This is an in-office (non-remote) role with an 8:00 AM to 5:00 PM schedule, and may need some local and domestic travel occasionally. JOB RESPONSIBILITIES Customer Service Management: Strategize and supervise OTIF (On-Time In-Full) execution of all customer orders and ensure a high-level of customer satisfaction. Respond to customer inquiries, complaints, and order issues promptly and effectively. Monitor customer service metrics and identify areas for improvement. Manage the customer service team to ensure high-quality interactions. Escalate complex customer issues to appropriate departments. Lead process improvement projects cross-functionally. Supply Chain Management: Collaborate with suppliers to maintain inventory levels and optimize procurement processes. Monitor and manage inventory levels across the warehouse to prevent stockouts and overstocking. Analyze demand forecasting data to plan inventory needs and production schedules. Coordinate logistics and shipping arrangements with carriers to ensure timely deliveries. Manage Supply Chain operations from both Japan and local suppliers for optimal efficiency and quality. Track supplier metrics and quality. Warehouse Operations Management: Oversee daily warehouse activities including receiving, storing, picking, packing, and shipping orders. Implement and maintain efficient warehouse layout and processes to optimize space utilization. Manage warehouse staff and ensure adherence to safety procedures and quality standards. Monitor warehouse performance metrics and identify areas for improvement. Performance Monitoring and Analysis: Track KPIs related to customer satisfaction, order fulfillment time, inventory accuracy, and shipping costs. Analyze data to identify trends and implement necessary adjustments to improve operational efficiency. Work with Finance and other functions for process improvement and measurements. Team Leadership, Quality and Compliance Lead and motivate a team of customer service professionals, warehouse personnel, and supply chain professionals. Provide training and development opportunities for staff to enhance skills and knowledge. Strong focus on Quality and Compliance. Honesty, trustworthiness and ethical conduct are material requirements for the responsibilities outlined above QUALIFICATIONS FOR POSITION Your qualifications and experience should include: Bachelor's degree (master's preferred) in Supply Chain Management, Operations Management, Business Administration, or a related field 10+ years of proven experience in Customer service, Warehouse operations, and Supply Chain management roles Strong analytical skills with proficiency in data analysis and reporting tools Excellent communication and interpersonal skills to effectively interact with customers, suppliers, and internal teams Ability to manage multiple priorities and meet deadlines in a fast-paced environment. Leadership skills to motivate and develop a team. Strong proficiency in Excel, data processing, and other Desktop procedures Proficiency in warehouse management systems (WMS), ERP systems (Epicor, SAP), SFDC, and other Desktop software In addition to competitive pay and benefits, we offer an environment and culture that promotes Diversity, Equity, and Inclusion. We are committed to creating an inclusive employee experience for you to thrive as part of Sony's purpose to "fill the world with emotion through the power of creativity and technology." Benefits: SCA offers benefits-eligible employees (generally regular employees scheduled to work 20 or more hours a week) a comprehensive benefits program that offers coverage and support for employees and their family's physical, emotional, and financial well-being. What we offer you: Comprehensive medical, prescription drug, dental, and vision coverage with coverage for spouses/domestic partners and child dependents, including access to a Health Savings Account (HSA) and Flexible Spending Account (FSA) Employee assistance plan and comprehensive behavioral health benefits Fertility benefits, including, surrogacy, and adoption assistance programs Basic and supplemental life insurance for employees as well as supplemental life insurance coverage for their spouses/domestic partners and children Voluntary benefits such as group legal, identity theft protection, accident, and hospital indemnity insurance Short-term & long-term disability plans Up to 12 weeks of paid parental and caregiver leave 401(k) Plan with pre-tax, Roth, and after-tax options and company match with immediate vesting Education assistance and student loan programs Other Programs: Time off to include vacation, paid holidays, sick leave, Summer Fridays (early release), and a winter break between Christmas and New Year's Day (based on business needs) Referral bonuses (subject to eligibility) Matching gift program A wide variety of employee business resource groups (EBRGs) Special discounts on Sony products, offered exclusively to Sony employees Employee stock purchase plan (Sony covers commissions and fees for your Sony stock purchases made through after-tax payroll deductions) The anticipated annual base salary for this position is $130,000 to $160,000. In addition to the annual base salary, this role has an annual bonus target of 20%. This range does not include any other compensation components or other benefits that an individual may be eligible for. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. #LI-BC1 SCA will consider qualified applicants with arrest or conviction records in accordance with applicable law. Sony is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy), gender, national origin, citizenship, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation. Disability Accommodation for Applicants to Sony Corporation of America Sony Corporation of America provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests, please contact us by email at careers@sonyusa.com or by mail to: Sony Corporation of America, Human Resources Department, 25 Madison Avenue, New York, NY 10010. Please indicate the position you are applying for. EEO is the Law EEO is the Law Supplement Right to Work (English/Spanish) E-Verify Participation (English/Spanish) The company requires individuals in customer-facing roles to be fully vaccinated against COVID-19. The Company will consider requests for reasonable accommodations for documented medical reasons and for sincerely held religious beliefs in accordance with applicable law. Please do not include proof of vaccination status or any indication of a possible request for a vaccination accommodation when submitting your application materials. If applicable, the Company will follow up with you directly to request proof of vaccination and to discuss any potential accommodations.