Sr. Director, Service Transformation Lead

Coca-Cola • Atlanta, GA

6d

About The Position

The Service Transformation Lead Sr Director, Food Service Operations and Customer Service, is a key strategic leader responsible for catalyzing customer-focused transformation across the organization’s food service operations platform. This role will champion and integrate enhanced customer experience, operational excellence, and innovative services—accelerating growth and optimizing end-to-end equipment & service delivery to our NAOU Customers. This role is a critical leader in delivering our 2035 ambition to double revenue and profit by transforming NAOU dispensed equipment & service operations.

Requirements

• Bachelor’s degree in Business, Operations, or related field (MBA or advanced degree preferred).
• 10+ years’ experience in transformation leadership, customer experience, or operations—preferably within food service, hospitality, or restaurant services.
• Proven track record of designing and implementing large-scale transformation programs that deliver superior customer outcomes.
• Strong knowledge of food service operations, equipment servicing, and commercial business models.
• Exceptional stakeholder management, influencing, and communication skills at all levels of the organization.
• Expertise in change management, journey mapping, process optimization, and KPI development.
• Analytical mindset coupled with strong project management and execution ability.
• Passion for innovation, continuous improvement, and building customer-focused cultures.

Nice To Haves

• Experience leading initiatives in complex, matrixed, and geographically distributed organizations.
• Knowledge of service innovation, digital transformation, and agility frameworks.
• Demonstrated ability to drive both strategic and hands-on operational outcomes.

Responsibilities

• Lead cross-functional initiatives focused on enhancing customer experience within FSOP, translating enterprise goals into actionable, customer-centric frameworks and operational models.
• Design, implement, and oversee large-scale transformation programs with a focus on customer experience, operational efficiency, and equipment service innovation assuring smooth and agile execution.
• Drive organizational change by fostering new ways of working, aligning teams with customer-first principles, and instilling a continuous improvement mindset.
• Ensure proper management implementation among processes, teams, and stakeholders.
• Collaborate with FSOP & Retail, commercial, supply chain, digital, and field service operations teams (among any other relevant partner in the network) to identify pain points, map customer journeys, and implement solutions that deliver measurable improvements in satisfaction and loyalty.
• Ensure the team develops and utilizes KPIs, dashboards, and VOC data to track transformation progress, drive data-driven decisions, and communicate impact to executive leadership through a thoughtful analytics performance process.
• Facilitate alignment and buy-in across all levels of the organization—including senior executives, field leadership, and external partners—to ensure seamless transformation delivery and stakeholder engagement.
• Innovation & Best Practices: Stay abreast of industry trends, digital innovations, and emerging technologies in food service operations and customer experience, integrating best practices to maintain competitive advantage.
• Promote learnings among the team and share best practices.
• Talent Development: Mentor and empower service transformation and customer operations teams, building capability and fostering a culture of customer obsession and operational excellence.

Benefits

• Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico.
• Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day.
• A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees