Craig Cupps

Skills

Lean, Scrum Agile, Continuous Improvement, Change management, Customer Operations, General Operations

About

I am writing to express my interest in senior leadership opportunities within operations or customer
experience where disciplined execution, continuous improvement, and scalable performance are critical
to business success.
Throughout my career, I have led complex customer operations and value streams within industrial
manufacturing environments, partnering closely with executive leadership to improve service
performance, operational efficiency, and enterprise visibility. I bring over 15 years of experience driving
results across customer operations, Lean transformation, KPI design, and cross-functional team
leadership, with a consistent focus on measurable outcomes.
In my most recent role as Manager of Customer Operations at Belden, I led a high-performing team
supporting complex product lines and global sales organizations. I established operational CSAT-KPI's that
achieved sustained performance levels of 98% in promise execution and 94% in on-time delivery
support, while redesigning workflows that improved response time by 52% and strengthened the order
to-cash process. By aligning operational metrics directly to leadership objectives, I have helped create
lasting visibility, accountability, and performance discipline.
Previously, at ATI Industrial Automation, I directed customer support, international logistics, and RMA
operations in a SOX-compliant B2B environment while contributing to company-wide Lean initiatives as a
Steering Committee member. Earlier in my career at Zurn Industries, I managed a $40M value stream
within a $120M manufacturing operation, delivering $554K in annual cost savings against aggressive
targets and improving inventory availability from 78% to 92%.
What distinguishes my leadership approach is the ability to translate strategy into execution—building
systems, teams, and metrics that scale. I am known for bringing clarity to complex environments,
enabling cross-functional alignment, and driving continuous improvement that delivers both customer
and financial outcomes.
I would welcome the opportunity to discuss how my experience aligns with your organization’s goals and
how I can contribute at a senior level to operational excellence and customer success. Thank you for
your time and consideration.