Senior Director, Customer Operations
About The Position
The Coca‑Cola Company is evolving into a more digital‑first, data‑driven enterprise to fuel sustainable growth, increase speed to market, and unlock new sources of value. Rapid advances in technology, data, and AI create a unique opportunity to accelerate the KO system’s next chapter of growth by reimagining our core competitive advantages. Building on a strong foundation of modernized infrastructure, global digital experiences, early data capabilities, and proven use cases, we are now shifting from early wins to scaled, end‑to‑end impact on growth, productivity, and efficiency. This next phase moves us from an analog world to a fully digitized one, powered by a digital growth engine that embeds data, technology, and AI into our most critical business domains. Success will require more than technology implementation, it demands a strategic transformation of core capabilities, a domain‑based, product‑centric operating model, and a cultural shift toward experimentation, data and technology fluency, and seamless partnership between business and digital teams. The Senior Director, Customer Operations plays a critical leadership role in advancing Coca‑Cola’s digital transformation by modernizing and scaling customer operations through data, technology, and AI‑enabled capabilities. This role is accountable for evolving operational models, processes, and platforms that support customer engagement, service delivery, and operational excellence across markets. Operating within a digital, product‑centric ecosystem, this leader partners closely with commercial, customer care, digital product, and technology teams to embed digital capabilities into customer operations. The role focuses on transforming traditional operational approaches into agile, insight‑driven, and highly automated systems that improve responsiveness, efficiency, and customer experience at scale. The Senior Director will drive alignment between business priorities and digital execution, ensuring that customer operations contribute directly to enterprise goals of growth, speed, and productivity. This role requires strong strategic thinking, operational leadership, and the ability to lead through influence within a complex, matrixed global environment.
Requirements
- Bachelor’s degree in Business Administration, Operations Management, Information Technology, or a related field
- 10+ years of experience in customer operations, digital transformation, or operations leadership roles within a complex, global organization
- Proven experience leading operational transformation initiatives that leverage digital, data, and automation to improve performance and outcomes
- Strong understanding of customer operations processes, including service delivery, customer engagement, and operational efficiency
- Demonstrated ability to integrate data and analytics into operational decision‑making frameworks
- Experience working within product‑centric or agile environments, partnering with digital and technology teams
- Familiarity with artificial intelligence and automation technologies applied to operational use cases
- Strong stakeholder management skills, with the ability to influence across functions and levels in a matrixed environment
- Proven ability to balance strategic priorities with execution, driving measurable outcomes at scale
- Experience leading change management initiatives and building organizational capability in digital and data fluency
- Excellent communication skills, with the ability to translate complex operational and technical concepts into actionable business insights
- 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
- Agile Methodology
- Application Development
- Budgeting
- Business Processes
- Business Value Creation
- Change Management
- Decision Making
- Financial Forecasting
- Leadership
- Long Term Planning
- Microsoft Azure
- Microsoft Office
- Negotiation
- Process Improvements
- Risk Assessments
- Risk Management
- Software Development
- Software Development Life Cycle (SDLC)
- Strategic Alignment
- Strategic IT
- Structured Query Language (SQL)
- Vendor Management
- Waterfall Model
Responsibilities
- Lead the transformation of customer operations by embedding digital, data, and AI capabilities into core operational processes and workflows
- Define and implement modern operating models that enhance customer engagement, service efficiency, and scalability across markets
- Partner with digital product teams to design and deploy solutions that enable real‑time visibility, automation, and continuous improvement in customer operations
- Drive the adoption of data‑driven decision making by establishing performance metrics, dashboards, and insights across customer operations
- Enable the integration of customer data across systems to create a unified view that supports personalized and responsive service delivery
- Identify and implement automation opportunities to streamline operations, reduce manual effort, and improve productivity
- Collaborate with commercial and customer care teams to align operational capabilities with evolving customer needs and expectations
- Ensure operational alignment with enterprise digital architecture, governance, and security standards
- Lead cross‑functional initiatives that improve end‑to‑end customer experience, from interaction to resolution and follow‑up
- Build organizational capability by driving digital fluency, change management, and adoption of new tools and ways of working within customer operations
- Monitor industry trends and emerging technologies to continuously enhance operational capabilities and competitive positioning
Benefits
- A full range of medical, financial, and/or other benefits, dependent on the position, is offered.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
