Head of Customer Operations (54041)

BEST FORMULATIONS LLC•Industry, CA

1d•$220,000 - $250,000

About The Position

The Head of Customer Operations is a pivotal leadership role responsible for overseeing the Customer Solutions teams, driving operational excellence, and ensuring exceptional customer experiences. This individual will lead efforts to improve processes, enhance communication practices, and build team agility to meet evolving customer and business needs. The role requires a strong focus on leadership, cross-functional collaboration, and operational improvement to address challenges and deliver results. The ideal candidate will have a proven track record of building and developing high-performing teams, implementing process improvements, and working in organizations undergoing operational transformation or start-up. Experience in the nutraceutical, OTC consumer products, pharmaceutical, or related industries is strongly preferred. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions.

Requirements

Minimum of 10 years of experience in customer service, project management, or operations; with at least 5 years in a leadership or staff management position
Proven experience in building and managing cross functional teams and developing high-performing teams
Demonstrated success in addressing operational improvement and implementing process optimizations
Strong leadership and team management capabilities, with the ability to inspire and motivate others, lead problem-solving approaches, training, and coaching
Excellent communication and interpersonal skills, with the ability to build relationships across all levels of the organization
Strong analytical and problem-solving skills, with a focus on operational efficiency and customer satisfaction
Change management expertise, with the ability to lead team through periods of transformation
Proficiency in ERP systems (e.g., Process Pro, SAP), and other relevant tools (Microsoft Office suite, Microsoft Dynamics)
Ability to adapt to a dynamic workplace environment, including flexibility to work occasional extended hours as business needs require.
Ability to maintain a positive, professional, cooperative demeanor, conduct, and working relationship with peers, management, employees, and other individuals that interact with this position.
Ability to comply with Company policies, procedures, work rules, and protocols.
Bachelor’s degree in Business Administration, Operations Management, Supply Chain Management, Sales Management, Pharmaceutical Science, Industrial Engineering or a related field is strongly preferred
Any combination of experience, education, and training that provides the level of knowledge, skills, and experience needed to successfully perform the job.

Nice To Haves

Experience with Project Management and Customer Service in nutraceutical, consumer healthcare, pharmaceutical, or related industries is strongly preferred
Experience with a work-to-order operational model
Advanced degree (MBA or equivalent) is a plus

Responsibilities

Oversee the Customer Operations Department, ensuring efficient operations, timely communication, and exceptional customer support.
Act as the primary escalation point for customer issues, ensuring prompt and effective resolution.
Establish and monitor key performance indicators (KPIs) to track team performance and identify opportunities for improvement.
Foster collaboration between Sales, R&D, Supply Chain, and Logistics to align operations with customer and business needs.
Lead the Project Management team in coordinating complex customer projects, including new product development (NPD), line extensions, and market expansions.
Ensure effective communication and alignment between R&D, Sales, and Operations to deliver projects on time, within budget, and meeting customer expectations.
Provide guidance to Project Managers in prioritizing tasks, managing deadlines, and delivering results for high-revenue and strategic accounts.
Identify and implement strategies to streamline customer service and project management processes, improving efficiency and responsiveness.
Develop and promote the use of standardized tools and best practices to ensure consistency in customer communication and issue resolution.
Partner with cross-functional teams to address operational challenges and enhance service delivery.
Strengthen customer relationships by improving communication channels and ensuring proactive updates on orders, timelines, and potential risks.
Establish clear guidelines for customer touchpoints and ensure communication is professional, timely, and aligned with customer preferences.
Build trust with customers and internal teams by addressing issues transparently and collaboratively.
Build and develop high-performing teams, fostering a culture of accountability, collaboration, and continuous improvement.
Oversee onboarding and training programs to ensure team members are equipped with the skills and knowledge needed to succeed.
Provide coaching, mentorship, and development opportunities to support team growth and performance.
Coordinate with Supply Chain to enhance service delivery, and improve responsiveness to customer needs.
Establish service levels for customer response times and ensure adherence to these standards, particularly for high-priority accounts.
Monitor and analyze performance metrics to inform strategic decisions, mitigate risks, and process improvements.