Senior Manager, Customer Operations (Retail and Alternative Channels)

The posting, as Kinder's wrote it

BUILT ON FLAVOR. FUELED BY PEOPLE.

What’s it like to work at Kinder’s? Well, there’s a lot of snacking and geeking out over what we all cooked over the weekend. Beyond that, there’s also plenty of hard work. Because we don’t just like flavor, we’re obsessed with it.

With over 100 products sold nationwide, we’re now a top-five brand in multiple flavor categories at Costco, Walmart, Whole Foods, and more. We’re not your typical CPG company. Privately held and founder-led, we like to think of ourselves as a pirate ship in a sea of cruise ships . Our crew is adventurous and fearless. We chart our own course and chase big ideas to make food unforgettable.

As we expand globally and approach $1 billion in revenue, we need more smart-and-scrappy, flavor-obsessed people to come aboard. If you’re looking for a place where you can see the real impact of your work... this is it! Every day, you’ll be part of a journey to add flavor to millions of meals and lives.

How you'll have an impact at Kinder's

As the Sr. Manager, Customer Operations, you will lead retail customer order execution and customer service processes from order receipt through delivery. You will develop the Customer Operations team, proactively manage service risks, and partner across Sales, Planning, Manufacturing, Inventory, Warehousing, Logistics and Finance to resolve issues, improve execution and support growth.

Key Responsibilities

Customer Operations & Order Management

• Own Customer Service processes for retail customers, including order receipt, entry, confirmation, changes and coordination through delivery.
• Lead the Customer Operations team to ensure accurate, timely order execution and proactive customer communication.
• Manage complex order and service escalations, ensuring clear ownership and follow-through through resolution.
• Monitor inventory availability, shortages and shipment risks; coordinate priorities with Planning, Inventory, Warehousing and Logistics.

Customer & Cross-Functional Partnership

• Build strong operational relationships with customers and serve as a key escalation point for service issues.
• Support Sales and Marketing with new item launches, customer programs, promotions and special projects on behalf of Operations.
• Proactively communicate risks and opportunities with Sales and Operations and lead cross-functional problem solving.
• Provide Operations and Supply Chain teams with customer insights that may impact inventory, capacity, production or distribution.
• Partner with Sales and Planning to understand upcoming customer needs, programs and future demand.

Performance, Improvement & Cost

• Monitor customer service performance, including order accuracy, fill rate, OTIF, deductions, fines/fees and other applicable measures.
• Review customer orders and recurring service issues to identify root causes, process improvements and optimization opportunities.
• Drive standard processes, SOPs, systems adoption and continuous improv

[…]

• We try to be good team members and good communicators, but we don’t live by hierarchy and structure – everyone is a difference maker here.
• We make a lot of decisions in the face of incomplete information – our team embraces ambiguity and tries to make good decisions fast rather than great decisions slow.
• We believe our job is to take smart risk, not to eliminate risk.
• We believe in growing our skills and becoming a better company with more managerial expertise, but we are an entrepreneurial company at heart.
• We aren’t trying to be average – we want to do exceptional things, and we are willing to work hard to achieve them.

BENEFITS THAT BRING MORE TO THE TABLE

We offer a range of total rewards that may include paid time off, 401k, bonus / incentive eligibility, equity grants, competitive health benefits, and other family-friendly benefits, including parental leave. Kinder’s benefits vary based on eligibility and can be reviewed in more detail during the interview process.

OUR RECIPE FOR BALANCE

We believe great culture starts with people. We’re a people-first company built on connection, collaboration, and balance. Most of our work happens in the office to spark creativity and community, but we also offer flexibility so team members have the autonomy to work outside the office when needed to support their work-life balance and personal commitments.

WHERE EVERY INGREDIENT MATTERS

Kinder's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need any accommodation during the application process or to perform these job requirements, please reach out to us at careers@kinders.com