Senior Manager, Customer Operations (Retail and Alternative Channels)

About the role

At Kinder’s, a privately held, founder‑led CPG company with over 100 products sold nationwide and a top‑five brand in multiple flavor categories at retailers such as Costco, Walmart and Whole Foods, you will join a crew that is obsessed with flavor and driven to make food unforgettable. As the Sr. Manager, Customer Operations, you will lead retail customer order execution and customer service processes from order receipt through delivery, develop the team, manage service risks, and partner across Sales, Planning, Manufacturing, Inventory, Warehousing, Logistics and Finance to resolve issues, improve execution and support growth.

Responsibilities

• Own Customer Service processes for retail customers, including order receipt, entry, confirmation, changes and coordination through delivery.
• Lead the Customer Operations team to ensure accurate, timely order execution and proactive customer communication.
• Manage complex order and service escalations, ensuring clear ownership and follow‑through through resolution.
• Monitor inventory availability, shortages and shipment risks; coordinate priorities with Planning, Inventory, Warehousing and Logistics.
• Build strong operational relationships with customers and serve as a key escalation point for service issues.
• Support Sales and Marketing with new item launches, customer programs, promotions and special projects on behalf of Operations.
• Proactively communicate risks and opportunities with Sales and Operations and lead cross‑functional problem solving.
• Provide Operations and Supply Chain teams with customer insights that may impact inventory, capacity, production or distribution.
• Partner with Sales and Planning to understand upcoming customer needs, programs and future demand.
• Monitor customer service performance, including order accuracy, fill rate, OTIF, deductions, fines/fees and other applicable measures.
• Review customer orders and recurring service issues to identify root causes, process improvements and optimization opportunities.
• Drive standard processes, SOPs, systems adoption and continuous improvement across Customer Operations.
• Identify opportunities to reduce freight, warehousing, deductions, fines/fees and other service‑related costs.
• Lead, coach and develop Customer Operations Managers, Analysts and/or other team members.
• Establish clear priorities, accountability and service standards while building team capability and bench strength.
• Create a culture of ownership, urgency, collaboration and proactive problem solving.

Requirements

• 7+ years of experience in Customer Operations, Customer Service, Order Management, Supply Chain or related functions; CPG or food experience preferred.
• 3+ years of people leadership experience preferred, with demonstrated ability to coach and develop teams.
• Strong understanding of order‑to‑delivery processes, inventory availability, transportation, warehousing and retailer requirements.
• Experience with ERP/order management systems, EDI and customer portals; SAP experience a plus.

Skills

• Strong communication, organization, problem solving and cross‑functional leadership skills.
• Ability to manage multiple priorities and make sound decisions in a fast‑paced, high‑growth environment.

Qualifications

Bachelor's degree preferred but not required.

Schedule

The position is based onsite in Walnut Creek, CA with a hybrid work structure: 4 days in the office per week and Fridays as flex days (option to work from home or office).

Pay

The expected starting salary range for this role is $160,000‑$180,000 per year; actual pay may vary based on location, education, qualifications, performance and business needs.

Benefits

• Paid time off
• 401k
• Bonus / incentive eligibility
• Equity grants
• Competitive health benefits
• Family‑friendly benefits including parental leave

Benefits vary based on eligibility and can be reviewed in more detail during the interview process.