Senior Manager, Customer Operations (Retail and Alternative Channels)
KindersBUILT ON FLAVOR. FUELED BY PEOPLE. What's it like to work at Kinder's? Well, there's a lot of snacking and geeking out over what we all cooked over the weekend. Beyond that, there's also plenty of hard work. Because we don't just like flavor, we're obsessed with it. With over 100 products sold nationwide, we're now a top-five brand in multiple flavor categories at Costco, Walmart, Whole Foods, and more. We're not your typical CPG company. Privately held and founder-led, we like to think of ourselves as a pirate ship in a sea of cruise ships. Our crew is adventurous and fearless. We chart our own course and chase big ideas to make food unforgettable. As we expand globally and approach $1 billion in revenue, we need more smart-and-scrappy, flavor-obsessed people to come aboard. If you're looking for a place where you can see the real impact of your work... this is it! Every day, you'll be part of a journey to add flavor to millions of meals and lives. How you'll have an impact at Kinder's: 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. Key Responsibilities: Customer Operations & Order Management 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. Customer & Cross-Functional Partnership 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. Performance, Improvement & Cost 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. People Leadership 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. What You Bring to the Table 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 …