Senior Manager, Customer Operations
Description
There are 2 openings on this team:
One position is preferred to be in Atlanta, GA but is flexible
One position must be located in Western time zone
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 Manager to focus on world class support for a valued customer. The Customer Operations Manager will be a member of the Supply Chain and Technical Operations Team reporting to the Director of Customer Operations. The role will provide world class support for the customer’s stores by responding to customer escalations, proactively addressing issues with customers leveraging data centric tools, and identifying opportunities that can reduce customer issues. The ideal candidate will have knowledge of the Coca-Cola FOCS system and experience working with network partners to align service, parts, training, and support for new launches.
What You’ll Do
Support sales team in responding to customer issues and escalations. Optimize process to sort, prioritize, and manage customer escalations based on business value.
Leverage tools and data developed by continuous improvement team to proactively address issues in the field before they become a point of escalation.
Work closely with the continuous improvement teams to identify and resolve systemic issues impacting customers and the Coca-Cola Value bundle.
Steward high frequency communication and coordination between sales 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.
Qualifications & Requirements
7+ Years of experience between multiple roles working across functions in operations, supply chain, project management, and quality.
2 years customer management experience or customer operational management experience
2 years product development and/or commercialization experience
Estimated Travel: 25-50%
Bachelor’s degree or equivalent required.
Functional Skills:
Field Service Operations: Knowledge of parts, service, dispatch, and equipment procurement programs as well as restaurant operations including beverage system.
Operations Management: Ability to leverage performance data to measure, track and adjust process to keep cross-functional teams aligned and on track.
Communicating for Alignment: Ability to keep all functions aligned and on track with content that drives actions and adjustments to plans.
Customer Management: The ability to communicate with customers to resolve issues in a positive way that adds to the Coca-Cola value bundle.
Data Fluency: Understand how to leverage data to improve field condition and prioritize areas of focus.
Base Pay: $134,800 to $165,200 - 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, are offered.
What We Can Do for You
Large & Connected Network: Ability & exposure to cross-functional connected teams across the country & globe allow you to enhance and maintain global 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.
Skills
Leadership; Sales Process; Business Planning; Relationship Building; Strategic Planning; Customer Relationship Management (CRM); Sales Management; Strategic Sales Management; Project Management; Consultative Sales Management; Influencing Decisions; Sales Forecasting; Communication; Operational Assessment; Problem Solving; Business Development; Solutions Selling
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.