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Head of Customer Operations

2 months ago

Atlanta, Georgia, United States myGwork - LGBTQ+ professionals & allies Full time
Company Overview

This inclusive employer is a proud member of myGwork – the largest global platform for the LGBTQ+ business community.

Our Mission and Culture

We are committed to fostering an inclusive environment that aligns with our purpose of refreshing the world and making a meaningful impact.

Our approach is characterized by a growth mindset, encouraging exploration of possibilities and a dedication to continuous improvement.

We emphasize four core behaviors: curiosity, empowerment, inclusivity, and agility, valuing our collaborative efforts as much as our achievements.

Our thriving culture has been a cornerstone of our success for over 130 years.

We are an Equal Opportunity Employer, committed to a non-discriminatory hiring process regardless of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, veteran status, disability, or any other protected class.

Position Summary

The Director of Customer Operations will interface with our extensive national customer account teams and clients to configure and oversee the fulfillment of account-specific equipment, service, and supply chain solutions that align with our customer value-creation strategy.

In collaboration with the sales team and our clients, this role is pivotal in enhancing beverage quality, driving revenue, and ensuring profitability while managing costs effectively to become the preferred supplier for our customers.

The Director will also be responsible for developing customer operations strategies and identifying opportunities to enhance quality, service, and productivity across the organization.

Key Responsibilities
  • Lead customer engagement initiatives for operational products and services.
  • Provide operational expertise to both external customers and internal teams (sales, finance, and marketing).
  • Conduct short- and long-term operational planning for customer portfolios to identify opportunities for quality enhancement, cost reduction, and category growth.
  • Develop project plans with timelines, forecasts, resource allocations, and financial impacts for key operational initiatives.
  • Oversee the development of annual business plans for service expenses and capital for assigned national accounts.
  • Identify service drivers to create solutions that reduce costs, enhance quality, and generate additional profits for both customers and the company.
Qualifications

Education: Bachelor's Degree required; Master's Degree preferred.

Experience: Minimum of 3 years in customer management or operational management roles, with a background in face-to-face customer sales.

Skills: Proficient in data analysis and manipulation, project management, and operational solutions development.

What We Offer

Iconic Brands: Our diverse portfolio includes over 250 products featuring some of the most recognized brands globally.

Diverse Customer Base: We serve a wide range of customers, including retail outlets, theme parks, restaurants, and more.

Essential Skills
  • Influencing and relationship management
  • Budgeting and financial acumen
  • Team collaboration and customer satisfaction
  • Strategic thinking and operational management