Director, Retail Customer Ops — Multi-Channel Leader

Kinder's Premium Quality Seasonings & Sauces; Walnut Creek (CA); On-site; USD 215,000 - 240,000; Full time

Benefits offered by this job

401k

Bonus eligibility

Health benefits

Job summary

Kinder's is seeking a Director, Customer Operations, Retail and Alternative Channels to lead service and order execution across these portfolios, develop two Senior Managers, and build the processes needed to support continued growth. This role is based in Kinder's Walnut Creek, CA, with four days in the office weekly.

You will collaborate with Sales, Planning, Co-Manufacturing, Inventory Control, Logistics, Warehousing, and Finance to align customer needs with production and distribution while

Qualifications

• 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.
• Bachelor's degree preferred, or equivalent relevant experience.

Responsibilities

• Lead, coach, and develop the 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 customer-specific requirements, including grocery, club, ecommerce, and emerging accounts as applicable.
• Own the operating cadence for portfolio priorities, service risks, escalations, and corrective actions; communicate decisions and tradeoffs to senior leadership.
• Partner with Sales and customer teams on business plans, new item launches, promotions, seasonal programs, distribution changes, and customer-specific order cadences.
• Oversee order-to-delivery performance through the Senior Managers, from order receipt and confirmation through shipment, customer communication, and issue resolution.
• Align with Demand and Supply Planning on customer forecasts, allocation, inventory positions, replenishment needs, and recovery plans during supply constraints.
• Build senior operational relationships with retail and alternative channel partners; lead resolution of complex or recurring service issues.
• Set portfolio scorecards and review fill rate, OTIF, order accuracy, in-stocks where available, deductions, fines and fees, inventory health, and customer service trends.
• Use data and root-cause analysis to prioritize improvements, track corrective actions, and present performance, risks, and recommendations to leadership.
• Partner with Logistics, Warehousing, and Finance to reduce avoidable freight expense, inventory moves, service penalties, and other cost-to-serve drivers.
• Standardize SOPs, reporting, allocation communication, and customer operations controls; support ERP, EDI, and workflow improvements with Customer Excellence and Systems.
• Coordinate with Planning, Sourcing, Co-Manufacturing, Quality, Inventory Control, and distribution partners on supply risks and customer readiness.
• Partner with Logistics and Warehouse Operations leaders on fulfillment and delivery execution; elevate partner issues and support contingency planning without directly managing those functions.

Skills

Leadership

Cross-functional collaboration

Customer operations

Communication

Analytical thinking

Financial judgment

Education

Bachelor's degree

Tools

SAP

EDI

ERP systems

Job description

Kinder's is seeking a Director, Customer Operations, Retail and Alternative Channels to lead service and order execution across these portfolios, develop two Senior Managers, and build the processes needed to support continued growth. This role is based in Kinder's Walnut Creek, CA, with four days in the office weekly.

You will collaborate with Sales, Planning, Co-Manufacturing, Inventory Control, Logistics, Warehousing, and Finance to align customer needs with production and distribution while