Sr. Director, Service Transformation Lead

The Service Transformation Lead Sr Director, Food Service Operations and Customer Service, is a key strategic leader responsible for catalyzing customer-focused transformation across the organization’s food service operations platform. This role will champion and integrate enhanced customer experience, operational excellence, and innovative services—accelerating growth and optimizing end-to-end equipment & service delivery to our NAOU Customers.

This role is a critical leader in delivering our 2035 ambition to double revenue and profit by transforming NAOU dispensed equipment & service operations.

Key Responsibilities

• Lead cross-functional initiatives focused on enhancing customer experience within FSOP, translating enterprise goals into actionable, customer-centric frameworks and operational models.
• Design, implement, and oversee large-scale transformation programs with a focus on customer experience, operational efficiency, and equipment service innovation assuring smooth and agile execution.
• Drive organizational change by fostering new ways of working, aligning teams with customer-first principles, and instilling a continuous improvement mindset. Ensure proper management implementation among processes, teams, and stakeholders.
• Collaborate with FSOP & Retail, commercial, supply chain, digital, and field service operations teams (among any other relevant partner in the network) to identify pain points, map customer journeys, and implement solutions that deliver measurable improvements in satisfaction and loyalty.
• Ensure the team develops and utilizes KPIs, dashboards, and VOC data to track transformation progress, drive data-driven decisions, and communicate impact to executive leadership through a thoughtful analytics performance process.
• Facilitate alignment and buy-in across all levels of the organization—including senior executives, field leadership, and external partners—to ensure seamless transformation delivery and stakeholder engagement.
• Innovation & Best Practices: Stay abreast of industry trends, digital innovations, and emerging technologies in food service operations and customer experience, integrating best practices to maintain competitive advantage. Promote learnings among the team and share best practices.
• Talent Development: Mentor and empower service transformation and customer operations teams, building capability and fostering a culture of customer obsession and operational excellence.

Required Qualifications

• Bachelor’s degree in Business, Operations, or related field (MBA or advanced degree preferred).
• 10+ years’ experience in transformation leadership, customer experience, or operations—preferably within food service, hospitality, or restaurant services.
• Proven track record of designing and implementing large-scale transformation programs that deliver superior customer outcomes.
• Strong knowledge of food service operations, equipment servicing, and commercial business models.
• Exceptional stakeholder management, influencing, and communication skills at all levels of the organization.
• Expertise in change management, journey mapping, process optimization, and KPI development.
• Analytical mindset coupled with strong project management and execution ability.
• Passion for innovation, continuous improvement, and building customer-focused cultures.

Preferred Attributes

• Experience leading initiatives in complex, matrixed, and geographically distributed organizations.
• Knowledge of service innovation, digital transformation, and agility frameworks.
• Demonstrated ability to drive both strategic and hands-on operational outcomes.

What We Can Do For You

• Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico.
• Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day.

The Coca-Cola Company will not offer sponsorship for employment status (including, but not limited to, H1-B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company’s sponsorship to continue to work legally in the United States.

Business Transformation, Change Management, Communication, Influencing, Process Optimization, Project Management, Stakeholder Management

Pay Range:

$195,500 – $226,800

Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

Annual Incentive Reference Value Percentage:

30

Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.

Location(s):

United States of America

City/Cities:

Atlanta

Travel Required:

00% – 25%

Relocation Provided:

No

Job Posting End Date:

April 10, 2026

Our Purpose and Growth Culture:

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.