Senior Manager, Customer Operations (Retail and Alternative Channels)

Kinder's•Walnut Creek, CA

7d•Hybrid

About The Position

As the Sr. Manager, Customer Operations, you will lead retail customer order execution and customer service processes from order receipt through delivery. You will develop the Customer Operations team, proactively manage service risks, and partner across Sales, Planning, Manufacturing, Inventory, Warehousing, Logistics and Finance to resolve issues, improve execution and support growth. Kinder's is a privately held, founder-led CPG company that is expanding globally and approaching $1 billion in revenue. They are looking for adventurous and fearless individuals to join their team and make a significant impact.

Requirements

7+ years of experience in Customer Operations, Customer Service, Order Management, Supply Chain or related functions; CPG or food experience preferred.
3+ years of people leadership experience preferred, with demonstrated ability to coach and develop teams.
Strong understanding of order-to-delivery processes, inventory availability, transportation, warehousing and retailer requirements.
Experience with ERP/order management systems, EDI and customer portals; SAP experience a plus.
Strong communication, organization, problem solving and cross-functional leadership skills.
Ability to manage multiple priorities and make sound decisions in a fast-paced, high-growth environment.
Bachelor's degree preferred but not required.

Responsibilities

Own Customer Service processes for retail customers, including order receipt, entry, confirmation, changes and coordination through delivery.
Lead the Customer Operations team to ensure accurate, timely order execution and proactive customer communication.
Manage complex order and service escalations, ensuring clear ownership and follow-through through resolution.
Monitor inventory availability, shortages and shipment risks; coordinate priorities with Planning, Inventory, Warehousing and Logistics.
Build strong operational relationships with customers and serve as a key escalation point for service issues.
Support Sales and Marketing with new item launches, customer programs, promotions and special projects on behalf of Operations.
Proactively communicate risks and opportunities with Sales and Operations and lead cross-functional problem solving.
Provide Operations and Supply Chain teams with customer insights that may impact inventory, capacity, production or distribution.
Partner with Sales and Planning to understand upcoming customer needs, programs and future demand.
Monitor customer service performance, including order accuracy, fill rate, OTIF, deductions, fines/fees and other applicable measures.
Review customer orders and recurring service issues to identify root causes, process improvements and optimization opportunities.
Drive standard processes, SOPs, systems adoption and continuous improvement across Customer Operations.
Identify opportunities to reduce freight, warehousing, deductions, fines/fees and other service-related costs.
Lead, coach and develop Customer Operations Managers, Analysts and/or other team members.
Establish clear priorities, accountability and service standards while building team capability and bench strength.
Create a culture of ownership, urgency, collaboration and proactive problem solving.