Customer Operations Supervisor

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.

The Customer Operations Supervisor oversees the operational activities of the License Management and Customer Operations teams within the Controllership Organization. This role ensures high-quality execution of customer transactions, resolves escalated issues, and fosters cross-functional collaboration to support business goals. The supervisor is also responsible for team development, process improvement, and driving customer satisfaction.

Order & Licensing Transaction Management

• Oversee and support standard and complex transactions related to licenses, orders, revenue, and invoices.
• Ensure timely and accurate processing of operational tasks.
• Supervise task assignments and monitor progress via dashboards.
• Apply deep knowledge of policies, rules, and processes.

Customer Satisfaction Management

• Resolve escalated customer inquiries and complaints with ownership and professionalism.
• Ensure customer expectations and KPIs are met.
• Collect customer feedback and implement improvements to enhance experience.

Stakeholder Collaboration

• Act as a liaison across departments within the PTC ecosystem.
• Build relationships and collaborate with internal stakeholders to support evolving business models.

Process Improvement

• Lead and participate in initiatives to refine policies, procedures, and processes.
• Focus on scalability, continuity, and customer satisfaction in operational improvements.

People Management & Development

• Recruit, coach, and develop team members.
• Conduct performance reviews and create development plans.
• Support onboarding and foster a culture aligned with PTC values.

Personal Development

• Set and pursue personal growth goals.
• Continuously improve skills and competencies.

• People Management & Coaching: Motivates and develops employees, supports change, and values diversity.
• Customer Focus: Prioritizes customer needs, collects feedback, and drives satisfaction.
• Collaboration & Communication: Builds effective relationships, practices active listening, and shares information.
• Analytical Thinking & Problem Solving: Uses data to make decisions, thinks creatively, and proposes innovative solutions.
• Technology & Operational Management: Understands systems and emerging technologies, manages initiatives effectively.
• Resilience & Adaptability: Maintains efficiency under stress, promotes team flexibility and self-awareness.

• Proven ability to lead projects and resolve complex problems.
• Strong interpersonal, analytical, and organizational skills.
• Familiarity with operational systems and customer service platforms.
• Commitment to PTC's values: Customer First, Boldness, Agility, Diversity, Excellence, and Innovation.

Life at PTC is about more than working with today's most cutting-edge technologies to transform the physical world. It's about showing up as you are and working alongside some of today's most talented industry leaders to transform the world around you.

If you share our passion for problem-solving through innovation, you'll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

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