Director, Retail & Alternative Channels Operations

kinders; Walnut Creek (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

Kinder's in Walnut Creek is seeking a Director of Customer Operations to lead service and order execution for Retail and Alternative Channels, developing two Senior Managers and building scalable processes to drive growth.

You will align Sales, Planning, Co-Manufacturing, Inventory Control, Logistics, Warehousing, and Finance around customer needs, owning outcomes and driving continuous improvements in service and cost-to-serve.

Qualifications

• 10+ years in customer operations or supply chain, preferably in food/CPG.
• 5+ years leading managers or multi-team customer operations groups.
• Experience supporting national retail and alternative channels, with knowledge of retailer requirements and replenishment.
• Strong grasp of order-to-delivery, inventory constraints, ERP systems, and service performance metrics.

Responsibilities

• Lead Retail and Alternative Channels Senior Managers; set clear goals, decision rights, and succession plans for their teams.
• Establish consistent order management and customer service practices across channels while accommodating grocery, club, ecommerce, and emerging accounts.
• Own operating cadence for portfolio priorities, service risks, escalations, and corrective actions; communicate decisions to senior leadership.
• Partner with Sales and customer teams on business plans, launches, promotions, seasonal programs, distribution changes, and cadence.
• Oversee order-to-delivery performance from receipt through shipment, customer communication, and issue resolution.
• Align with Demand and Supply Planning on forecasts, allocation, inventory positions, and replenishment needs during constraints.
• Build senior operational relationships with retail and alternative channel partners; resolve complex or recurring service issues.
• Set portfolio scorecards and review fill rate, OTIF, order accuracy, and in-stock positions; drive improvements through root-cause analysis.
• Standardize SOPs, reporting, allocation communication, and ERP/EDI workflow improvements with Customer Excellence and Systems.

Skills

Leadership

People management

Cross-functional collaboration

Data analysis

Communication

Tools

SAP

Job description

Kinder's in Walnut Creek is seeking a Director of Customer Operations to lead service and order execution for Retail and Alternative Channels, developing two Senior Managers and building scalable processes to drive growth.

You will align Sales, Planning, Co-Manufacturing, Inventory Control, Logistics, Warehousing, and Finance around customer needs, owning outcomes and driving continuous improvements in service and cost-to-serve.