Description
Position Overview:
The Customer Operations Program Manager (COPM) serves as the strategic operational partner for assigned customers and is accountable for a standardized way of work across customer operational performance, inventory and replenishment insights, service execution, compliance, cost-to-serve visibility, and continuous improvement. The role is aligned to the customer not to a brand portfolio and develops deep knowledge of the customer's systems, requirements, inventory position, replenishment processes, service expectations, and operational priorities.
The COPM connects customer data and operational signals to action. The role works closely with Sales and cross-functional partners to identify risks and opportunities, provide actionable insights, facilitate root-cause resolution, and ensure clear ownership and follow-through.
For this specific customer assignment, the COPM will support Walmart and Sam's Club and must bring demonstrated replenishment and customer operational experience supporting both Walmart and Sam's Club. This role requires deep working knowledge of Walmart and Sam's Club replenishment processes, systems, inventory and POS data, and customer-specific operational requirements, including hands-on experience with Retail Link and Nova.
Must be located in or near Bentonville, AR.
Responsibilities:
Customer Operational Partnership
• Develop an intimate understanding of assigned customers, including customer systems, processes, replenishment requirements, service expectations, operational contacts, and business priorities.
• Serve as the primary operational partner for assigned customers in partnership with the Sales account owner.
• Establish a consistent customer operating cadence, including operational/replenishment reviews, KPI reviews, risk and opportunity discussions, action tracking, and escalation.
• Translate customer needs and operational signals into clear actions and connect work to the appropriate internal partner through resolution.
Inventory, Replenishment & POS Analytics
• Monitor and analyze customer POS, store/DC inventory, in-stock levels, weeks of supply, order patterns, MABD/fill-rate compliance, OTIF/service performance, and other customer-specific inventory and replenishment measures.
• Identify out-of-stock risk, excess or imbalanced inventory, replenishment gaps, order opportunities, service risk, and other material customer-operational concerns.
• Perform root-cause analysis and provide actionable recommendations to improve in-stock, inventory flow, replenishment, service, and the cost of moving product optimally.
• Provide order/replenishment recommendations using customer demand signals, inventory position, transit and lead-time considerations, promotions, seasonality, and customer requirements.
• Prepare customer-specific replenishment/performance reporting and lead or participate in recurring customer replenishment meetings.
• Develop and improve replenishment tools, reporting, processes, and standard work as business and customer requirements evolve.
• Serve as the customer operations and replenishment subject-matter expert for Walmart and Sam's Club, maintaining deep knowledge of customer-specific replenishment processes, systems, metrics, reporting, and operational expectations.
• Utilize Walmart and Sam's Club systems, including Retail Link and Nova, to analyze POS, store/DC inventory, in-stock performance, replenishment trends, order activity, and other customer-specific operational data.
• Prepare for and lead recurring replenishment and operational performance discussions with Walmart and Sam's Club replenishment teams, identifying risks, opportunities, root causes, and recommended actions.
Demand & Forecast Insights
• Gather and translate customer POS and/or DC, inventory, replenishment, order, promotional, seasonal, and other customer demand signals into actionable insights for Sales, Demand Planning, and Supply Chain.
• Provide forecast recommendations and proactively identify material changes in demand or inventory position.
• Maintain an active seat at the business table by ensuring customer and replenishment insights inform commercial and operational planning.
Customer Operational Performance
• Own visibility to customer operational KPIs, including OTIF, in-stock, MABD/fill rate, inventory position/weeks of supply, replenishment performance, service performance, compliance, and applicable cost-to-serve measures.
• Maintain visibility to purchase-order-through-delivery performance and partner with Customer Service, Logistics, Supply Chain, and other functions to identify systemic execution issues.
• Monitor applicable customer compliance requirements, deductions, chargebacks/fines, and recurring operational failures; coordinate root-cause analysis, corrective action, and prevention with cross-functional partners.
• Escalate material risks with clear business/customer impact, ownership, recommended actions, and timing.
• Identify operational drivers impacting customer performance, service, inventory flow, and cost-to-serve, and provide actionable insights and recommendations to Sales and leadership.
Continuous Improvement & Standard Way of Work
• Lead continuous-improvement efforts related to customer operations, replenishment, inventory, service, compliance, data visibility, and cross-functional execution.
• Standardize customer-operational processes, KPI definitions, reporting, meeting cadences, escalation paths, documentation, and action management wherever practical.
• Document root causes, decisions, owners, actions, and outcomes to ensure improvements are sustained.
• Share scalable best practices across customers while maintaining customer-specific system and process requirements.
Cross-Functional Coordination & Accountability
• Partner with Sales, Customer Service, Supply Chain, Demand Planning, Logistics, Finance, Marketing/Ecommerce, Project Management, Master Data, IT/EDI, and other functions as required.
• Coordinate customer-operational dependencies and provide visibility when cross-functional decisions or actions create customer, service, inventory, cost, or execution risk.
• Support cross-functional initiatives from the customer-operations perspective.
Customer & Operational Readiness
• Support new customer and new item operational readiness by documenting and communicating customer systems, service, replenishment, compliance, and operational requirements.
• Partner with the appropriate cross-functional teams to ensure required setup and readiness activities are completed accurately and on time.
• Provide customer-specific operational input to bids, RFPs, launches, and commercial initiatives as requested.
Leadership
• Independently manage complex, high-impact customer operational relationships and issues.
• Exercise judgment in prioritizing risk, developing recommendations, escalating concerns, and driving cross-functional resolution.
• Lead high-impact operational discussions with customers, Sales, and senior leadership.
• Support the development of consistent capabilities, tools, best practices, and standardized ways of working across Customer Operations.
Qualifications:
• Bachelor's degree in Business, Supply Chain, Operations, Analytics, Marketing, or a related field; equivalent relevant experience may be considered.
• 4-7 years of experience in customer operations, replenishment, retail/customer analytics, customer success, account operations, supply chain, or a related role supporting complex customers.
• Direct replenishment experience supporting both Walmart and Sam's Club is required, including demonstrated experience analyzing POS, store/DC inventory, in-stock performance, replenishment, MABD/fill-rate compliance, order patterns, and customer-specific operational performance.
• Hands-on experience with Walmart and Sam's Club systems, including Retail Link and Nova, is required, with demonstrated ability to independently navigate customer data, reporting, inventory, POS, and replenishment information.
• Experience with additional Walmart and Sam's Club systems and tools, including Madrid, Scintilla, ASPEN, Supplier One, and other applicable customer platforms, is highly preferred.
• Strong analytical capability with demonstrated ability to interpret POS, inventory, replenishment, service, compliance, and operational data and convert findings into actionable recommendations.
• Strong Excel skills and ability to work effectively with customer portals, retailer/replenishment systems, ERP/customer systems, reporting tools, and large data sets.
• Strong customer-facing communication and relationship-building skills.
• Demonstrated ability to lead cross-functional problem solving without direct authority and drive actions through completion.
• Strong organizational skills, attention to detail, ownership, intellectual curiosity, and ability to operate effectively in a fast-paced environment.
• Travel is required based on customer needs and business objectives.
Hours, Location and Pay:
We offer a competitive base pay rate and benefits package for full-time employees. This role works standard business hours Monday - Friday with additional hours as needed to support business needs. The position requires working in or near Bentonville, AR with travel to our Little Chute, WI manufacturing facility occasionally required. Additional travel as needed based on customer needs.
Physical and Mental Demands:
• While performing the duties of this job, the employee is frequently required to sit, hear, use hands to type data, use a personal computer and telephone. This employee may occasionally have to operate business machines and lift and/move up to 50 pounds.
• Specific vision abilities required in this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Mental demands include multi-tasking, decision making, problem solving, comparing, copying, computing, compiling, analyzing, coordinating, and synthesizing data.
• Potential for exposure to chemicals, heights, loud noises, mechanical equipment, wet environments, and other potential hazards exists.
Safety Statement:
At Trilliant and Horseshoe, safety is every employee's first responsibility. We expect all employees to adhere to all safety practices, have the moral courage to stop other individuals from performing unsafe acts, and immediately report unsafe conditions.
