Director, Customer Operations-Walmart

Kinder's•Bentonville, AR

12h•$215,000 - $240,000•Hybrid

About The Position

Kinder's is seeking an experienced Director, Customer Operations who is passionate about building world-class customer operations while leading high-performing teams that deliver exceptional service to our retail partners. This leader will oversee Customer Operations across our largest strategic accounts while driving operational excellence across logistics, warehousing, customer service, and order fulfillment. We are a fast-growing company working hard to bring amazing flavor solutions that are as exciting and delicious as they are simple to use to our consumers whether they are experienced cooks or first-timers in the kitchen. We are obsessed with quality and are 100% committed to being the most innovative company in any market we serve. Our mission is to bring awesome flavor to consumers whenever and wherever they are looking for it and whatever they are looking for it in (seasonings, sauces, gravy, marinades, or anything else we can come up with). We have experienced tremendous growth over the last 5 years, but we think we are just getting started. We love our consumers and are fired up to be part of their flavor journey. And we need more great folks to help us continue to raise the bar for what they think is even possible in their own kitchens. Today, we have over 100 products sold nationwide at retailers including Costco, Walmart, Sam's Club, Whole Foods, Sprouts, Kroger, Safeway and many more. While we have been around for over 75 years, we have experienced explosive growth in the last 5 years and are now a top 5 brand in the U.S. in multiple flavor categories including seasoning blends, BBQ sauce, and wing sauce. To keep our momentum rolling, we need more passionate flavor advocates and builders to come join our team and help us reach every kitchen across the U.S. and beyond.

Requirements

10+ years of progressive experience in Customer Operations, Supply Chain, Customer Service, Logistics, or Operations leadership within Consumer Packaged Goods preferably with Walmart Corp background.
Minimum 5 years leading managers and cross-functional teams.
Strong experience supporting large national retailers including Walmart and Sam's Club.
Deep understanding of retail replenishment, customer operations, order management, logistics, warehousing, and inventory management.
Proven ability to lead organizational change and process improvement initiatives.
Experience working with 3PL providers, transportation partners, and warehouse operations.
Demonstrated success leading cross-functional initiatives across Sales, Operations, Finance, and Supply Chain.
Strong analytical and financial acumen with experience utilizing operational KPIs to drive business decisions.
Exceptional executive communication and presentation skills.
Proven ability to influence without direct authority across multiple functional teams.
Advanced Microsoft Excel and PowerPoint skills; SAP experience preferred.
Experience with Walmart Luminate, Retail Link, NOVA, or similar retailer systems preferred.
Bachelor's degree required; MBA or advanced degree preferred.

Nice To Haves

MBA or advanced degree preferred.

Responsibilities

Lead and develop the Customer Operations organization supporting Walmart, Sam's Club, and future strategic retail customers.
Directly manage Customer Operations Managers for Wal-Mart Corp and support clear goals, performance expectations, and development plans.
Build scalable customer service and order management processes that support continued business growth.
Partner as executive escalation point for complex customer service and operational issues.
Foster a culture of accountability, collaboration, innovation, and continuous improvement.
Partner closely with the VP Customer Operations & Logistics/Warehousing to optimize transportation, warehousing, inventory flow, and customer fulfillment.
Drive strategic improvements with 3PL providers and warehouse partners to improve service levels and reduce costs.
Monitor operational KPIs including OTIF, fill rate, inventory health, warehouse productivity, and customer scorecards.
Develop contingency plans to minimize customer disruption during supply chain challenges.
Develop operational strategies that support customer growth while improving execution efficiency.
Partner with Sales Leadership on customer business planning, promotional execution, modular transitions, and new item launches.
Ensure forecasting, replenishment, inventory management, and order fulfillment processes are aligned across functions.
Lead cross-functional initiatives to improve customer service metrics, inventory optimization, and order accuracy.
Standardize SOPs, reporting, scorecards, and best practices across Customer Operations.
Establish operational dashboards that provide visibility into customer performance and supply chain execution.
Analyze trends, identify operational risks, and develop action plans to improve service performance.
Present operational performance, business insights, and strategic recommendations to Executive Leadership.
Drive continuous improvement initiatives utilizing data, analytics, and KPI performance.
Partner closely with Sales, Demand Planning, Supply Planning, Finance, Procurement, Customer Care, IT, and Commercial teams.
Lead weekly cross-functional operational reviews.
Champion operational readiness for customer initiatives including seasonal programs, product launches, promotions, and supply transitions.
Ensure alignment between commercial objectives and operational execution.
Identify opportunities to automate manual processes and improve operational efficiency.
Develop organizational capabilities that support future growth.
Mentor and develop emerging leaders within Customer Operations.
Lead change management initiatives across Operations and Customer Service functions.
Build a high-performance culture focused on collaboration, accountability, and continuous learning.