Chief of Customer Experience & Operations

Trilliant Food and Nutrition, LLC; Little Chute (WI); On-site; USD 120,000 - 180,000; Full time

Job summary

Trilliant Food & Nutrition, LLC in Little Chute, Wisconsin, seeks a Director of Customer Operations to lead Customer Service and operations, ensuring outstanding customer experience while driving execution across Sales, Supply Chain, and IT. This role requires strategic leadership, strong cross-functional collaboration, and a focus on continuous improvement.

The Director will own onboarding, order management, pricing accuracy, and escalation processes, coordinating with multiple functions to

Qualifications

• Bachelor's degree in Business, Supply Chain, Food Science, or related field.
• 7+ years in customer operations, supply chain, or logistics within the food manufacturing industry.
• Proven leadership experience managing cross-functional teams.
• Proficiency in ERP systems (e.g., SAP, Oracle) and CRM tools.

Responsibilities

• Lead Customer Service and Customer Operations teams to achieve departmental objectives and build organizational capability.
• Develop and implement customer operations strategies to improve satisfaction, service levels and efficiency.
• Own the Customer Operations strategy for strong strategic relationships through service performance and cross-functional execution.
• Provide governance for order management, onboarding, service support, and escalation processes with clear ownership and contract compliance.
• Lead cross-functional alignment with Planning, Supply Chain, Logistics, Sales, Operations, Quality, Finance, Marketing, and IT.
• Establish and govern Customer Operations KPIs and operating reviews; drive corrective actions and executive escalation when required.
• Govern onboarding, launches, transitions, and major operational changes with clear ownership and readiness criteria.
• Lead continuous improvement and SOP development across Customer Service and Customer Operations.
• Partner with Quality and Operations to ensure food safety, traceability, and compliance requirements.
• Represent Customer Operations as SME for system and process improvements with IT and technical teams.

Skills

Leadership

Strategic planning

Customer service

ERP systems

CRM tools

EDI systems

Problem solving

Communication

Change management

Data analysis

Education

Bachelor's degree

Tools

SAP

Oracle

CRM tooling

Job description

Trilliant Food & Nutrition, LLC in Little Chute, Wisconsin, seeks a Director of Customer Operations to lead Customer Service and operations, ensuring outstanding customer experience while driving execution across Sales, Supply Chain, and IT. This role requires strategic leadership, strong cross-functional collaboration, and a focus on continuous improvement.

The Director will own onboarding, order management, pricing accuracy, and escalation processes, coordinating with multiple functions to