Senior Manager, Customer Excellence

Kinder's; Walnut Creek (CA); Hybrid; USD 160,000 - 180,000; Full time

Benefits offered by this job

401k

Health benefits

Parental leave

Job summary

Kinder's is seeking an experienced Senior Manager, Customer Excellence to lead processes, systems and performance practices that scale Customer Operations. Based in Walnut Creek, CA, you will build a two-person team, oversee EDI onboarding, ERP support and cross-functional governance to drive scalable, measurable improvements.

You will own the KPI framework, dashboards and continuous improvement efforts, partnering with IT, Finance, Sales, Planning and Logistics to connect system design with

Qualifications

• 7+ years in Customer Operations, order-to-cash, or related supply chain roles.
• Strong understanding of end-to-end order-to-cash; experience with EDI.
• ERP implementation experience; SAP preferred.
• Experience creating SOPs, governance routines and KPI dashboards.
• Advanced Excel; knowledge of Power BI/Tableau is a plus.
• Bachelor's degree preferred; Lean Six Sigma or PMP is a plus.

Responsibilities

• Lead the Customer Operations excellence roadmap and governance.
• Oversee end-to-end order-to-cash and EDI onboarding processes.
• Partner with IT, Finance, Sales and Logistics to align systems with processes.
• Build KPI dashboards, track performance and drive improvements.
• Lead and develop two Senior Customer Excellence Analysts.

Skills

Order-to-cash

Process excellence

Systems implementation

Project management

ERP implementation

EDI onboarding

Data analysis

SAP experience

Education

Bachelor's degree preferred

Lean Six Sigma / PMP or related cert

Tools

Power BI

Tableau

Excel

ERP systems

Job description

What’s it like to work at Kinder’s? Well, there’s a lot of snacking and geeking out over what we all cooked over the weekend. Beyond that, there’s also plenty of hard work. Because we don’t just like flavor, we’re obsessed with it.

With over 100 products sold nationwide, we’re now a top-five brand in multiple flavor categories at Costco, Walmart, Whole Foods, and more. We’re not your typical CPG company. Privately held and founder-led, we like to think of ourselves as a pirate ship in a sea of cruise ships . Our crew is adventurous and fearless. We chart our own course and chase big ideas to make food unforgettable.

As we expand globally and approach $1 billion in revenue, we need more smart-and-scrappy, flavor-obsessed people to come aboard. If you’re looking for a place where you can see the real impact of your work... this is it!Every day, you’ll be part of a journey to add flavor to millions of meals and lives.

About The Role

Kinder's is seeking an experienced Senior Manager, Customer Excellence to manage the processes, systems and performance practices that help Customer Operations scale with the business. This hands-on leader will build and develop a team of two Senior Customer Excellence Analysts.

We are a fast-growing company working hard to bring amazing flavor solutions that are as exciting and delicious as they are simple to use. We are obsessed with quality and are 100% committed to being the most innovative company in any market we serve. Our mission is to bring awesome flavor to consumers whenever and wherever they are looking for it. We have experienced tremendous growth, but we think we are just getting started.

Today, we have over 100 products sold nationwide at retailers including Costco, Walmart, Sam's Club, Whole Foods, Sprouts, Kroger, Safeway and many more. To keep our momentum rolling, we need more passionate flavor advocates and builders to join our team and help us reach every kitchen across the U.S. and maybe even the world.

How you'll have an impact at Kinder's: Based in Walnut Creek and reporting to the Senior Director, Customer Operations, you will manage execution of the Customer Operations excellence roadmap and build a team of two Senior Customer Excellence Analysts. You will connect order-to-cash expertise, EDI onboarding, ERP implementation support, process governance, analytics and cross-functional project management to create scalable and measurable ways of working.

Key Responsibilities

Customer Operations Excellence and Process Governance

• Manage and execute the Customer Operations excellence roadmap in partnership with the Senior Director, prioritizing improvements that strengthen service, accuracy, efficiency and scalability.
• Own the end-to-end order-to-cash process framework across customer setup, order receipt, EDI, order management, inventory and allocation, fulfillment, invoicing, deductions and issue resolution.
• Document current and future-state workflows, clarify roles and decision rights, and establish controls that reduce manual work and prevent recurring errors.
• Create, govern and continuously improve SOPs, work instructions, process maps and training materials; maintain clear ownership and review cycles.

Systems Implementation and EDI Enablement

• Support Customer Operations in design and implementation, including requirements, process decisions, testing, data readiness, training, cutover and post-launch stabilization.
• Lead Customer Operations readiness for EDI and customer onboarding, coordinating trading-partner requirements, mapping, testing, issue resolution and handoff to ongoing support.
• Partner with IT, Finance, Sales, Planning, Inventory, Warehousing and Logistics to connect system design with practical order-to-cash execution.
• Identify system gaps and manual touchpoints, then develop clear requirements and adoption plans that improve data quality and user effectiveness.

Performance Analytics and Continuous Improvement

• Create the Customer Operations KPI framework, including definitions, targets, ownership, reporting cadence and escalation thresholds.
• Build and maintain dashboards and analytically minded trackers for order accuracy, cycle time, EDI performance, backlog, fill rate, OTIF, allocation adherence, deductions and other service measures.
• Analyze trends and recurring failures, lead root-cause reviews and translate findings into prioritized corrective actions with measurable results.

Allocation Process and Operational Readiness

• Design and improve the allocation process from constraint identification through prioritization, approval, customer communication, tracking and release.
• Create allocation governance, decision rules and reporting that give Customer Operations and cross-functional leaders one clear view of risks, commitments and actions.
• Support operational readiness for new customers, items, programs and process changes by confirming requirements, owners, dependencies and launch criteria.

Team Leadership and Project Management

• Build, lead and develop a team of Senior Customer Excellence Analysts, setting priorities, clarifying ownership and ensuring strong execution across projects and recurring work.
• Support cross-functional projects involving Customer Operations, and Customer onboarding with clear scope, milestones, owners, risks, decisions and status reporting.
• Facilitate working sessions, maintain action trackers and elevate decisions when timing, resources or process ownership are at risk.
• Coach the team on structured problem solving, process discipline and data use while building adoption through practical training, communication and follow-up.

What You Bring to the Table

• 7+ years of experience in Customer Operations, order-to-cash, process excellence, systems implementation, project management or related supply chain functions; CPG or food experience preferred.
• Strong understanding of order-to-cash processes, including EDI order flow, order management, inventory and allocation, fulfillment, invoicing and deductions.
• Hands-on experience supporting an ERP implementation or major system change; SAP experience preferred.
• Experience with EDI onboarding, retailer requirements, customer portals and transaction testing; familiarity with common retail documents such as 850, 855, 856 and 810 preferred.
• Demonstrated ability to create SOPs, process maps, governance routines, KPI definitions, dashboards and management-ready trackers.
• Advanced analytical and Excel skills; experience with Power BI, Tableau or similar reporting tools is a plus.
• Strong people and project management skills, including experience setting priorities, coaching analytical talent, influencing across functions and turning ambiguity into clear action.
• Bachelor's degree preferred; Lean, Six Sigma, PMP or related process improvement certification is a plus.

Location and Travel

The position will be based out of our office in Walnut Creek, CA. We strongly believe in the power of culture and community and have a hybrid work structure with 4 days in the office on a weekly basis to encourage collaboration and personal connections that will allow us to better serve our customers and consumer and to have more fun. Fridays are flex days with employees having the opportunity to choose to be either in the office or to work from home based on what makes most sense for them.

Pay Transparency

The expected starting salary range for this role is $1 60 ,000- $ 1 8 0 ,000 per year. The salary range posted for this role reflects the good-faith base pay range Kinder’s reasonably expects to offer at the time of posting and may vary based on the location of the role. Individual compensation within the posted range will be determined based on factors such as relevant education, experience, qualifications, skills, and business needs .

SEASONED FOR SUCCESS:

• No two days here are the same.
• We try to be good team members and good communicators, but we don’t live by hierarchy and structure – everyone is a difference maker here.
• We make a lot of decisions in the face of incomplete information – our team embraces ambiguity and tries to make good decisions fast rather than great decisions slow.
• We believe our job is to take smart risk, not to eliminate risk.
• We believe in growing our skills and becoming a better company with more managerial expertise, but we are an entrepreneurial company at heart.
• We aren’t trying to be average – we want to do exceptional things, and we are willing to work hard to achieve them.

BENEFITS THAT BRING MORE TO THE TABLE:

We offer a range of total rewards that may include paid time off, 401k, bonus / incentive eligibility, equity grants, competitive health benefits, and other family-friendly benefits, including parental leave. Kinder’s benefits vary based on eligibility and can be reviewed in more detail during the interview process.

OUR RECIPE FOR BALANCE:

We believe great culture starts with people. We’re a people-first company built on connection, collaboration, and balance. Most of our work happens in the office to spark creativity and community, but we also offer flexibility so team members have the autonomy to work outside the office when needed to support their work-life balance and personal commitments.

WHERE EVERY INGREDIENT MATTERS:

Kinder's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need any accommodation during the application process or to perform these job requirements, please reach out to us at [e-mail]