Craig Cupps

I’m a strategic operations and customer experience leader with 15+ years of experience driving operational excellence, continuous improvement, and scalable customer support in complex manufacturing and industrial environments. I lead multi-site, cross-functional teams to define performance metrics and deliver measurable results in on-time delivery, cost reduction, and customer satisfaction.

At Belden, I provide strategic customer operations leadership across complex industrial product lines, overseeing an eight-person team and partnering across global customer service and sales organizations. I defined and operationalized team KPIs (including 98% Promise Needed performance and 94% on-time delivery support) and deployed Monday.com workflows that eliminated non-value-added steps and improved response time by 52%—directly strengthening order-to-cash performance.

Earlier at ATI Industrial Automation, I directed customer support and order management operations across three functional areas, leading a team of 11 in a global B2B manufacturing environment. I maintained SOX-compliant order processing, developed an Inside Sales Playbook to standardize daily execution, and served as Continuous Improvement Board Lead to drive cross-functional process improvement—while also joining a Lean Steering Committee to support enterprise-wide Lean transformation.

In my manufacturing leadership at Zurn Industries, I managed a $40M value stream within a $120M, 200-employee operation, leading managers and production teams directly. I owned and executed cost-reduction strategy (delivering $554K savings), improved A-item availability from 78% to 92%, led facility-wide 5S sustainment, and drove Kaizen and continuous improvement events grounded in systems and measurable outcomes.