Senior Director, Customer Operations

The Coca-Cola Company • Atlanta, GA

1d • Onsite

About The Position

The Senior Director, Customer Operations sets the enterprise vision and future strategy for Customer Operations—evolving how the Coca-Cola system delivers equipment, service, and beverage quality at scale to meet the changing needs of customers, operators, and consumers. The role provides enterprise leadership for a large-scale, capital-intensive dispensed business, balancing capital investment, service costs, and beverage quality to optimize customer experience, incidence, and profitability. Through strong cross-functional collaboration and system leadership, the Senior Director II sets the direction and enables a team of 65+ associates to deliver consistent, high-quality execution in support of joint business priorities and the Company’s 2035 ambition to double revenue and profit. Create Customer Value Position Customer Operations as a growth enabler, using equipment, service, and beverage quality to drive customer preference, incidence, and long-term profitability. Execute with distinction and differentiation, by leading large scale complex customer operational projects critical to FSOP and Retail Dispensed to include, but not limited to, Base Business, Freestyle, Juice, Tea & Brewed Beverages, and Frozen. Collaborate with FSOP Sales & Retail Leadership Teams on resource allocation, capability development, expense management, customer stewardship of performance, and voice of the customer related to customer service requirements. Deliver our Partnership Promise by executing exceptional service and operational excellence for NAOU customers. Franchise Leadership & Voice of Customer Serve as a visible system leader, aligning internal partners around a common Customer Operations strategy and standards of execution. Translate customer feedback into actionable input that informs strategic direction, service standards, and marketplace innovation. Collaborate with internal stakeholders and customer groups to strengthen and operationalize The Power of Coke through consistent, high-quality equipment and service experiences. Leadership Elevate Customer Operations as a strategic growth and differentiation engine, pushing teams to rethink how equipment, service, and beverage quality are delivered—driving innovative, scalable execution that creates competitive advantage for customers and the system. As a leader of leaders, empower a team of 7 Senior Director I leaders and their teams across the United States, providing clear direction, accountability, and support to deliver results at scale. Inspire and develop a highly engaged workforce of 65+ associates, fostering a culture of inclusion, high performance, and strong talent development for the broader organization. Strategic Direction Influence long and short-term performance targets, and equipment offerings that deliver an advantaged service offering, based on competitive intelligence gained from the overall industry and voice of customer feedback. Responsible for the creation, management, and delivery of all FSOP & Retail budgets related to dispensed equipment service expense, revenue, and capital placements. Define and evolve the future-state Customer Operations model, including service delivery, equipment support, digital enablement, and system ways of working—ensuring scalability, speed, and differentiated customer experience. Innovation Drive innovation in service models, digital tools, data-enabled decisioning, and equipment serviceability to reduce total cost to serve while improving speed, reliability, and customer experience. This role and the teams in its purview collaborate with cross-functional partners in Sales for FSOP & Retail, Finance, Service Operations, Equipment Operations, Global Equipment Platforms, Equipment & Parts Supply Chain, and Sales Support.

Requirements

• BS/BA (or equivalent)
• 5 years leadership experience
• 10 years of experience within an operations environment
• People Leadership – leadership of large, national, complex organizations (including field-based associates).
• Influencing the system – Collaborate with internal senior leadership
• Strategic Planning– Proven ability to create long term plans
• Financial Management-Ability to manage large complex budgets
• Customer and Franchise Leadership-Develop and advance relationships with key external senior leaders.
• Must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company's sponsorship to continue to work legally in the United States.

Nice To Haves

• MS/MA/MBA (or equivalent)
• 10 years general management experience
• 2 years commercialization experience

Responsibilities

• Sets the enterprise vision and future strategy for Customer Operations.
• Provides enterprise leadership for a large-scale, capital-intensive dispensed business.
• Balances capital investment, service costs, and beverage quality to optimize customer experience, incidence, and profitability.
• Sets the direction and enables a team of 65+ associates to deliver consistent, high-quality execution.
• Positions Customer Operations as a growth enabler.
• Leads large scale complex customer operational projects critical to FSOP and Retail Dispensed.
• Collaborates with FSOP Sales & Retail Leadership Teams on resource allocation, capability development, expense management, customer stewardship of performance, and voice of the customer related to customer service requirements.
• Serves as a visible system leader, aligning internal partners around a common Customer Operations strategy and standards of execution.
• Translates customer feedback into actionable input that informs strategic direction, service standards, and marketplace innovation.
• Collaborates with internal stakeholders and customer groups to strengthen and operationalize The Power of Coke.
• Elevates Customer Operations as a strategic growth and differentiation engine.
• Empowers a team of 7 Senior Director I leaders and their teams across the United States.
• Inspires and develops a highly engaged workforce of 65+ associates.
• Influences long and short-term performance targets, and equipment offerings.
• Responsible for the creation, management, and delivery of all FSOP & Retail budgets related to dispensed equipment service expense, revenue, and capital placements.
• Defines and evolves the future-state Customer Operations model.
• Drives innovation in service models, digital tools, data-enabled decisioning, and equipment serviceability.

Benefits

• A full range of medical, financial, and/or other benefits, dependent on the position, is offered.
• Annual Incentive Reference Value Percentage: 50
• Long-term Incentive Reference Value Percentage: 20

What This Job Offers

• Job Type: Full-time
• Career Level: Senior