Senior US Customer Service Strategy & Ops Leader

BIC; Norwalk (CT); Hybrid; USD 180,000 - 230,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

BIC World, a leading consumer products company, seeks a Senior Manager, US Customer Service to drive strategy, execution, and continuous improvement across Customer Care, Fulfillment, and Compliance for its largest market. You will partner with Commercial and Supply Chain to optimize Order-to-Cash and deliver superior customer experiences.

This high-visibility role balances strategic thinking with operational excellence, leading a high-performing team and driving transformation initiatives to

Qualifications

• Bachelor's degree required; Master's preferred.
• 10–12 years of progressive leadership experience in CS, supply chain, logistics, or operations.
• Experience in a Consumer Packaged Goods (CPG) setting.
• Proven success leading CS organizations supporting national retail customers.
• Experience with third-party logistics providers and transformation initiatives.

Responsibilities

• Develop and execute the US Customer Service strategy aligned with Commercial and Supply Chain priorities.
• Lead Customer Care, Customer Fulfillment, and Customer Compliance teams.
• Drive OTIF improvement and reduce penalties; optimize end-to-end OTAC processes.
• Establish KPIs, governance, and accountability for objectives.
• Lead transformation initiatives including ERP/WMS/TMS implementations.

Skills

Strategic thinking

Executive presence

Financial acumen

Data-driven decisions

Stakeholder management

Leadership of teams

Change management

Cross-functional collaboration

Education

Bachelor's degree in Supply Chain, Business, Operations Management, Logistics, or related field

Master's degree

Tools

ERP

WMS

TMS

Job description

BIC World, a leading consumer products company, seeks a Senior Manager, US Customer Service to drive strategy, execution, and continuous improvement across Customer Care, Fulfillment, and Compliance for its largest market. You will partner with Commercial and Supply Chain to optimize Order-to-Cash and deliver superior customer experiences.

This high-visibility role balances strategic thinking with operational excellence, leading a high-performing team and driving transformation initiatives to