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Director, Customer Operations

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
    Logistics
  • Irvine

AI generated summary

  • You must have 7+ years in operations, supply chain, or quality, 2 years in customer management, a bachelor's degree, and be willing to travel 25-50%. Office-based in Irvine, CA.
  • You will develop customer operations plans, enhance service quality, resolve escalations, optimize processes, improve beverage operations, and drive equipment investment strategies.

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.

Responsibilities

  • 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.

FAQs

What is the primary responsibility of the Customer Operations Director at Coca-Cola?

The primary responsibility of the Customer Operations Director is to build short- and long-term customer operations plans and identify opportunities to drive quality, service, and productivity across the system.

What are the qualifications required for this position?

The qualifications required include 7+ years of experience in operations, supply chain, project management, or quality, with 2 years of customer operational management experience, as well as a Bachelor's degree or equivalent.

Is travel required for this role?

Yes, travel is required for this role, estimated at 25-50%.

Where is the position located?

The position is located in Irvine, CA and is office-based when not traveling.

What skills are important for a Customer Operations Director?

Important skills include leadership, influencing, sales process, business planning, relationship building, customer relationship management, operational assessment, strategic thinking, and data fluency.

What kind of experience does the Customer Operations Director need to have with the Coca-Cola FOCS system?

The ideal candidate should 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 is the pay range for the Customer Operations Director position?

The pay range for this position is $141,000 - $165,200.

What kind of benefits does Coca-Cola offer for this position?

Coca-Cola offers a full range of medical, financial, and/or other benefits, dependent on the position.

What role does the Customer Operations Director play in customer escalations?

The Customer Operations Director supports the business development team in responding to customer issues and escalations, optimizing processes to sort, prioritize, and manage them based on business value.

What are the expected outputs of the Customer Operations Director in terms of beverage quality and service performance?

The expected outputs include maximizing the quality and availability of Coca-Cola beverages through stewardship of QMC results, improving service performance in beverage operations, and identifying areas needing equipment investments to support quality and uptime.

Retail & Consumer Goods
Industry
10,001+
Employees
1892
Founded Year

Mission & Purpose

The Coca-Cola Company is a global beverage corporation that offers over 500 brands in more than 200 countries and territories, including well-known products such as Coca-Cola, Dasani, Fanta, and Sprite. Their ultimate mission is to refresh the world and inspire moments of optimism and happiness through their beverages. The company's purpose is to continually transform their portfolio by reducing sugar in their drinks, introducing innovative products, and minimising their environmental impact through initiatives like water replenishment and recycling. With their bottling partners, they employ over 700,000 people, contributing to economic opportunities in communities worldwide.