Director, Supply Chain Customer Operations
About The Position
The Director, Supply Chain Customer Operations, is accountable for strategy, governance, and performance of customer order management across a large, complex consumer products supply chain. The role owns third-party managed services for day-to-day order processing, enterprise order management policy, and the technology ecosystem that supports efficient, accurate, and scalable order execution. The Director drives improvements in customer ordering behavior, pricing and order accuracy, automation, throughput, and order lead time, partnering with Sales, Finance, IT, and external partners to deliver a low-cost, high-service, increasingly automated Order to Cash model. The position leads customer operations, process, and technology leaders and serves as the primary supply chain interface to Sales, Customer Engagement, Finance, IT, and key customers on order management topics. It reports to the Sr Director, Fulfillment & Customer Engagement, and has three direct reports, a total team of 17, plus a Genpact team.
Requirements
- Bachelor’s degree in Supply Chain, Operations, Business, Engineering, or a related field.
- 10+ years of progressive experience in customer-facing supply chain, order to cash, logistics, or operations.
- Experience managing third-party or managed service providers.
- Strong knowledge of order management, pricing validation, order blocks, and customer execution.
- Proven ability to lead change and influence in a matrixed organization.
Nice To Haves
- MBA or advanced degree.
- Experience in large consumer products or food and beverage companies.
- Experience with ERP systems such as SAP, order management systems, and automation tools.
- Lean or Six Sigma certification.
Responsibilities
- Own the operating model and performance of third-party partners responsible for daily customer order processing.
- Establish SLAs, KPIs, governance routines, and escalation paths to ensure accuracy, speed, and compliance.
- Drive productivity, automation, and throughput improvements across internal and external order management teams.
- Own enterprise supply chain policies related to customer ordering behavior, including order timing, lead time, pricing compliance, order blocks, and execution standards.
- Partner with Sales and Finance to balance customer flexibility with supply chain efficiency, cost to serve, and margin protection.
- Lead policy adherence, exception management, and change management across the organization.
- Serve as business owner for order processing technologies, including base order capture and processing, pricing and promotion validation, order block management, order automation and RPA, and throughput and lead time optimization.
- Partner with IT to define roadmaps, requirements, testing, and deployment of new capabilities.
- Drive modernization toward a highly automated, scalable, and resilient order management ecosystem.
- Own enterprise KPIs for order accuracy, automation rate, cycle time, lead time, and customer compliance.
- Lead escalations and manage root cause analysis and corrective actions for chronic service or execution issues.
- Drive continuous improvement using Lean, Six Sigma, and digital enablement.
- Lead and develop a high-performing team of customer operations, process, and technology leaders.
- Act as the primary supply chain interface to Sales, Customer Engagement, Finance, IT, and key customers on order management topics.
- Provide executive-level insights and recommendations on customer execution performance.
Benefits
- Medical, dental, short- and long-term disability, AD&D, and life insurance, available from day one.
- Matching 401(k) plan with enrollment available on the first day of employment and immediate vesting.
- Unlimited sick time, paid time off, and holiday pay.
- Free access to the fitness center for employees at WHQ.
- Access to on-site day care operated by Bright Horizons and a company store for employees at WHQ.
- Campbell’s Cares matches employee donations and/or volunteer activity up to $1,500 annually.
- Employee Resource Groups (ERGs).
- Wellness benefits beginning on the first day of employment.
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What This Job Offers
Job Type
Full-time
Career Level
Director
