Director, Retail Customer Operations

Role Overview

Kinder’s is seeking a Director, Customer Operations, Retail and Alternative Channels to lead service and order execution across these customer portfolios, develop two Senior Managers, and build the processes needed to support continued growth.

What You Will Do

The Director will lead the Senior Manager for Retail and the Senior Manager for Alternative Channels, set priorities and service standards across both portfolios, serve as the senior escalation point for customer operations issues, and align Sales, Planning, Co-Manufacturing, Inventory Control, Logistics, Warehousing, and Finance around customer needs.

Why It Might Be a Fit

The ideal candidate will have 10+ years of progressive experience in customer operations, customer service, order management, or supply chain, preferably in food or consumer packaged goods, and 5+ years leading people leaders or multi-team customer operations groups.

Requirements

• 10+ years of progressive experience in customer operations, customer service, order management, or supply chain, preferably in food or consumer packaged goods
• 5+ years leading people leaders or multi-team customer operations groups, with a record of developing managers and improving service
• Experience supporting national retail and alternative channels, with strong knowledge of retailer order requirements, replenishment, promotions, and customer communications
• Strong grasp of order-to-delivery processes, inventory constraints, allocation, EDI, customer portals, ERP systems, and service performance measures; SAP experience preferred
• Ability to influence cross-functional partners, make sound decisions amid competing customer needs, and communicate clearly with senior leaders and external partners
• Analytical and financial judgment to prioritize service recovery, process improvements, and cost-to-serve opportunities

Benefits

• Paid time off
• 401k
• Bonus / incentive eligibility
• Equity grants
• Competitive health benefits
• Parental leave