Customer Operations Manager

Customer Operations Manager Our customer operations team is the link between the business and its customers, connecting sales, planning, production, and the field team to the customers and retail partners we serve. The Customer Operations Manager leads that function. The role owns the people, the processes, and the performance visibility behind how we serve customers: leading the customer operations team, shaping how our largest accounts are supported, running the operational programs that keep product on our retail partners' shelves, and tracking channel performance against plan so the business sees issues early. This is a build and improve role, not a maintain role. The person in this seat will develop a team that works independently, replace legacy process with standard and measurable process, and bring an operations and commercial mindset to work that has traditionally been handled transactionally. Key Responsibilities Team Leadership Lead, develop, and hold accountable the customer operations team, including hiring, training, performance management, and staffing decisions Build a team with clear roles, cross-training, and backup coverage so daily operations run smoothly at every level Set clear expectations, coach and develop team members, and manage performance consistently Create an environment where team members take ownership and grow in their roles Address employee concerns and workplace issues professionally, escalating matters to supervisor or Human Resources when appropriate Channel Performance Build and maintain a channel performance scorecard against budget and publish it on a regular cadence Flag variance early, understand the drivers, and drive follow-up with sales, operations, and account stakeholders until the issue is resolved or escalated Support the finance team in channel planning and budget development Key Account Support Design how the company supports its largest accounts: who owns each relationship on the team, what the service standard is, and how issues get escalated and resolved Develop team members into capable, trusted account owners Serve as the escalation point and the voice of the account inside the company when an issue exceeds what the team can resolve Maintain a view across all key accounts to spot patterns, recurring problems, and opportunities to improve service Continuous Improvement Use ERP and reporting data to drive decisions and measure results; eliminate work that does not add value Lead process improvement across customer operations and partner with Operations, Sales, Planning, and IT on cross-functional changes []{style="font-size: 7pt; font-family: 'Times New Roman'; font-weight: normal; font-stretch: normal; font-style: normal; fo "}