Customer Operations Manager
How You Will Make an ImpactFrida is seeking a Customer Operations Manager to serve as the operational lead supporting our Walmart business. In this highly cross-functional role, you'll own the day-to-day execution of Walmart's supply chain operations, partnering closely with Sales, Demand Planning, Supply Planning, Logistics, Customer Service, and Walmart's replenishment teams to ensure best-in-class execution. You'll proactively identify operational risks, optimize inventory performance, and drive cross-functional initiatives that strengthen one of Frida's most strategic retail partnerships.
Responsibilities to include:Retailer Customer Operations- Own the day-to-day operational execution of the business, serving as the primary supply chain partner and key point of contact for retailer replenishment and operations teams.
- Build trusted relationships through recurring business reviews and operational meetings to identify opportunities to improve service levels, inventory health, and overall supply chain performance.
- Partner closely with the Sales team to support new item launches, promotional events, assortment changes, modular resets, and seasonal business initiatives.
- Monitor purchase order activity, replenishment, and inventory flow to ensure timely fulfillment, resolve execution issues, and maintain strong in-stock performance across the retailer business.
Inventory & Supply Chain Performance- Monitor and optimize key performance metrics including In Stock %, OTIF, Fill Rate, Weeks of Supply, Inventory Health, GMROII, and Forecast Accuracy.
- Analyze retailer and internal supply chain data to identify emerging risks, uncover performance trends, and develop action plans that improve inventory availability and customer service.
- Partner with Demand Planning and Supply Planning to improve forecast accuracy, inventory availability, and replenishment execution.
Cross-Functional Leadership- Act as the operational bridge between the retailer and internal teams, translating customer needs into actionable plans and ensuring alignment across the organization.
- Lead cross-functional initiatives involving Sales, Planning, Logistics, Customer Service, Marketing, and Operations to resolve supply chain challenges, improve execution, and support customer commitments.
- Drive accountability across stakeholders to ensure timely resolution of operational issues and successful execution of key business initiatives.
Operational Excellence & Continuous Improvement- Identify opportunities to improve reporting, streamline processes, and increase visibility across Walmart's supply chain operations through data-driven insights.
- Develop and implement scalable reporting, tools, and process improvements that increase efficiency, reduce costs, and strengthen retailer relationships.
What You Will Need- Bachelor's degree in Business, Supply Chain Management,, or a related field.
- 5+ years of experience in customer operations, supply chain, logistics, or retailer-facing operations within a CPG or consumer products environment.
- Experience supporting large national retailers in customer operations, replenishment, order management, customer supply chain, or sales operations is strongly preferred.
- Strong understanding of retail replenishment, inventory management, forecasting, and supply chain execution.
- Proven ability to analyze complex data and translate insights into actionable business recommendations.
- Experience partnering cross-functionally with Sales, Demand Planning, Supply Planning, Logistics, Customer Service, and Operations.
- Strong ownership mindset with a track record of driving projects, improving processes, and delivering results.
- Advanced Excel skills required; experience with Power BI, Tableau, ERP systems, and retailer reporting tools is preferred.
- Excellent communication, relationship-building, and problem-solving skills.
- Six Sigma or continuous improvement experience is a plus
Who You Will Work WithFrida is an organization that values collaboration and community. As the Customer Operations Manager, you will work closely with Sales, Demand Planning, Supply Planning, Logistics, Customer Service, and Operations.
Why You Will Love Working at FridaWe offer a comprehensive and thoughtfully designed benefits package to support our employees:
- Robust health benefits including:
- Comprehensive medical, vision, and dental plan options
- Employer paid life insurance
- Supplemental insurance options including Accident Insurance, Short-Term Disability and Long-Term Disability, Cancer Coverage, and more
- FSA & HSA
- 401k matching up to 4% with immediate vesting
- Generous paid time off program including elective PTO days, federal holidays, sick/wellness days, floating holidays, and a birthday day off!
- Pregnancy and parental leave
- Weekly wellness programming in-office
- Dog friendly office - feel free to bring your best buddy with you to work!
- Learning & development opportunities for professional and personal growth
- Company-wide events & outings. Team engagement is at the center of our culture. This ranges from small department-specific teambuilding or informal outings to our annual Fam Jam family carnival that celebrates the people in your life who support you in bringing your best self to work each day. We also host an annual Day of Service to support our local Miami community, and provide a variety of volunteer opportunities throughout the year that support our mission to serve parents and children.
- Exclusive employee product discounts
