Director, Customer Operations

At Coca-Cola, we know consumers love our products and we know product availability depends on building the right operations solutions to meet our customer’s needs.  Our customer operations team builds world-class systems to ensure we bring the best the Coca-Cola system has to offer.  In a key Customer Division, our Supply Chain and operations team is bringing, new products and new programs from concept to reality for 15,000 + locations across North America.  We are looking for someone that is as passionate as we are for our customers.

We are looking for a Customer Operations Director to interface with customer and account teams to drive equipment, service, and quality program solutions to support customer value-creation.  The Customer Operations Director will be a member of the Supply Chain and Technical Operations Team reporting to the Senior Director of NA Customer Operations.  You will work closely with the Business Development team and our customers to play a key role in driving beverage quality, revenue and profit for the system and the customer.  This will ensure proper cost management to help achieve our goal of become our customer’s most valued supplier.  The ideal candidate will have knowledge of the Coca-Cola FOCS system and work with network partners to align service, parts, training, and support for new launches. 

What You’ll Do

• The Customer Operations Director is responsible for building short- and long-term customer operations plans and identifying opportunities to better drive quality, service, and productivity across the system.

• Partner with business development to drive operational products & services, and customer stewardship of the Coca-Cola value bundle.

• Provide operational Subject Matter Expertise to external portfolio of customers and internal client groups (business development, finance, and marketing.)

• Support business development team in responding to customer issues and escalations.  Optimize process to sort, prioritize, and manage customer escalations based on business value. 

• Work closely with the customer solutions teams to identify and resolve systemic issues impacting customers and Coca-Cola operational efficiencies.

• Steward high frequency communication and coordination between business development and operations team to provide updates on progress and risk within each customer or sales territory. 

• Identify drivers of service and create solutions to decrease costs, increase quality, and drive value for the customer.

• Maximize the quality and availability of Coca-Cola beverages through stewardship of QMC results and recommendations.

• Improve service performance through recommendations to improve in-restaurant beverage operations, advancements in utilization & effectiveness of MyCokeTech, and analyzing service data to better predict, anticipate & resolve market service challenges

• Identify areas with needs for equipment investments to support quality and uptime. Partner with business development team to encourage robust beverage equipment capital planning.

• Work with NAOU Service Operations Managers to drive SLA in markets with challenges.

Qualifications & Requirements

• 7+ Years of a multiple roles working across functions in operations, supply chain, project management, and/or quality

• 2 years customer operational management experience

• Travel 25-50%

• Bachelor’s degree or equivalent required

• The position will be in Irvine, CA and is office-based when not traveling.

Functional Skills

• Technical Capability (equipment and online tools): Able to create operational solutions and utilize system tools to deliver customer value.

• Customer Management: The ability to communicate with customers to resolve issues in a positive way that adds to the Coca-Cola value bundle

• Field Service Operations:  Knowledge of parts, service, dispatch, and equipment procurement programs as well as restaurant operations including beverage system.    

• Data Fluency: Understand how to leverage data to improve field condition and prioritize areas of focus. 

• Financial Acumen: Build and manage service, parts & equipment expense budgets through the ABP and RE process for aligned portfolio.

• Presentation development and delivery: Effectively deliver customer stewardship and the Coca-Cola operational value proposition both written and verbally.

• Influencing: Able to communicate a compelling story to motivate and align internal and external clients to achieve the desired outcome.

• Strategic Thinking: Able to create a strategic plan that addresses customer needs while also driving company profitability.

• Operations Management: Ability to leverage performance data to measure, track and adjust process to keep cross-functional teams aligned and on track. 

What We Can Do for You

• Large & Connected Network: Ability & exposure to cross-functional connected teams across the globe allow you to enhance and maintain connections that allow us to move faster and learn from others.

• Innovative Technology:  We utilize and lead the market with our large supply chain network and state-of-art technology we use each day.

• Experiences: with a global organization and the opportunity to learn and grow.

Leadership; Influencing; Sales Process; Business Planning; Relationship Building; Customer Relationship Management (CRM); Sales Management; organization; Waterfall Model; Consultative Sales Management; Group Problem Solving; Sales Forecasting; Communication; Operational Assessment; Long Term Planning; Decision Making; Business Development; Solutions Selling