Director, Customer Operations — Retail Excellence Leader

Kinder's; Bentonville (AR); Hybrid; USD 215,000 - 240,000; Full time

Benefits offered by this job

401k

Bonus eligibility

Equity grants

Health benefits

Parental leave

Job summary

Kinder's seeks an experienced Director, Customer Operations to lead and scale our Walmart/Sam's Club account management, logistics, warehousing, and order fulfillment. You will build world-class operations and lead high-performing teams to deliver exceptional service.

Based in Bentonville, AR with cross-functional collaboration across Sales, Supply Chain, and IT, you will develop strategies, KPIs, and processes to drive service levels and profitability, shaping Kinder's continued growth.

Qualifications

• Bachelor's degree required; MBA or advanced degree preferred.
• 10+ years of progressive experience in Customer Operations, Supply Chain, or related leadership.
• Experience with large national retailers including Walmart/Sam's Club preferred.
• Strong analytical and financial acumen with KPI experience.
• Executive communication and presentation skills.

Responsibilities

• Lead the Customer Operations organization supporting Walmart, Sam's Club, and future strategic retail customers.
• Directly manage Customer Operations Managers for Walmart Corp and set goals and development plans.
• Build scalable customer service and order management processes.
• Partner as executive escalation point for complex issues.
• Foster accountability, collaboration, and continuous improvement.
• Partner with Logistics/Warehousing to optimize transportation, warehousing, inventory flow.
• Monitor KPIs like OTIF, fill rate, inventory health, warehouse productivity.
• Develop contingency plans to minimize disruption.
• Standardize SOPs and scorecards across Customer Operations.
• Drive data-driven dashboards and performance insights.
• Lead cross-functional reviews and initiatives across Sales, Operations, Finance, and IT.

Skills

Customer Operations Leadership

Logistics & Warehousing

Data Analytics

Executive Communication

Excel

PowerPoint

SAP

Education

Bachelor's degree

MBA preferred

Tools

SAP

Retail Link

Walmart Luminate

Job description

Kinder's seeks an experienced Director, Customer Operations to lead and scale our Walmart/Sam's Club account management, logistics, warehousing, and order fulfillment. You will build world-class operations and lead high-performing teams to deliver exceptional service.

Based in Bentonville, AR with cross-functional collaboration across Sales, Supply Chain, and IT, you will develop strategies, KPIs, and processes to drive service levels and profitability, shaping Kinder's continued growth.