Senior Manager, Customer Excellence & Operations

Kinders; Walnut Creek (CA); Hybrid; USD 160,000 - 180,000; Full time

Benefits offered by this job

401k

Bonus eligibility

Equity grants

Health benefits

Parental leave

Paid time off

Job summary

Kinder's is seeking an experienced Senior Manager, Customer Excellence to lead the processes, systems and performance practices that scale Customer Operations with the business. You will build and develop a team of two Senior Customer Excellence Analysts based in Walnut Creek.

We are a fast-growing CPG company focused on flavor solutions, with a commitment to quality and innovation. This hands-on leader will own end-to-end customer operations improvements, EDI enablement and data-driven

Qualifications

• 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.

Responsibilities

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

Skills

Customer Operations

Order-to-Cash

Process Excellence

Systems Implementation

Project Management

Education

Bachelor's degree preferred

Tools

SAP

Power BI

Tableau

Job description

Kinder's is seeking an experienced Senior Manager, Customer Excellence to lead the processes, systems and performance practices that scale Customer Operations with the business. You will build and develop a team of two Senior Customer Excellence Analysts based in Walnut Creek.

We are a fast-growing CPG company focused on flavor solutions, with a commitment to quality and innovation. This hands-on leader will own end-to-end customer operations improvements, EDI enablement and data-driven