About The RoleKinder's is seeking an experienced
Director, Customer Operations who is passionate about building world-class customer operations while leading high-performing teams that deliver exceptional service to our retail partners. This leader will oversee Customer Operations across our largest strategic accounts while driving operational excellence across logistics, warehousing, customer service, and order fulfillment.
We are a fast-growing company working hard to bring amazing flavor solutions that are as exciting and delicious as they are simple to use to our consumers whether they are experienced cooks or first-timers in the kitchen. We are obsessed with quality and are 100% committed to being the most innovative company in any market we serve. Our mission is to bring awesome flavor to consumers whenever and wherever they are looking for it and whatever they are looking for it in (seasonings, sauces, gravy, marinades, or anything else we can come up with). We have experienced tremendous growth over the last 5 years, but we think we are just getting started. We love our consumers and are fired up to be part of their flavor journey. And we need more great folks to help us continue to raise the bar for what they think is even possible in their own kitchens.
Today, we have over 100 products sold nationwide at retailers including Costco, Walmart, Sam's Club, Whole Foods, Sprouts, Kroger, Safeway and many more. While we have been around for over 75 years, we have experienced explosive growth in the last 5 years and are now a top 5 brand in the U.S. in multiple flavor categories including seasoning blends, BBQ sauce, and wing sauce. To keep our momentum rolling, we need more passionate flavor advocates and builders to come join our team and help us reach every kitchen across the U.S. and beyond.
How You'll Have an Impact at Kinder'sAs the
Director, Customer Operations, you will lead the Customer Operations organization responsible for Walmart, Sam's Club, and future strategic retail customers while overseeing the operational partnership with Logistics and Warehousing. Reporting directly to the SR. Director, Customer Operations & Logistics/Warehousing, this role is responsible for creating scalable processes, driving service excellence, improving supply chain performance, and leading a team focused on delivering best-in-class customer execution.
You will serve as the operational leader connecting Sales, Supply Chain, Planning, Logistics, Finance, Customer Service, Warehousing, and external partners to ensure flawless execution from order placement through customer delivery. This leader will own strategic customer operations initiatives, identify opportunities to improve efficiency and profitability, and build organizational capabilities that support Kinder's continued growth.
Key ResponsibilitiesCustomer Operations Leadership- Lead and develop the Customer Operations organization supporting Walmart, Sam's Club, and future strategic retail customers.
- Directly manage Customer Operations Managers for Wal-Mart Corp and support clear goals, performance expectations, and development plans.
- Build scalable customer service and order management processes that support continued business growth.
- Partner as executive escalation point for complex customer service and operational issues.
- Foster a culture of accountability, collaboration, innovation, and continuous improvement.
Logistics & Warehousing Partnership - Partner closely with the VP Customer Operations & Logistics/Warehousing to optimize transportation, warehousing, inventory flow, and customer fulfillment.
- Drive strategic improvements with 3PL providers and warehouse partners to improve service levels and reduce costs.
- Monitor operational KPIs including OTIF, fill rate, inventory health, warehouse productivity, and customer scorecards.
- Develop contingency plans to minimize customer disruption during supply chain challenges.
Customer Strategy & Operational Excellence - Develop operational strategies that support customer growth while improving execution efficiency.
- Partner with Sales Leadership on customer business planning, promotional execution, modular transitions, and new item launches.
- Ensure forecasting, replenishment, inventory management, and order fulfillment processes are aligned across functions.
- Lead cross-functional initiatives to improve customer service metrics, inventory optimization, and order accuracy.
- Standardize SOPs, reporting, scorecards, and best practices across Customer Operations.
Business Performance & Analytics - Establish operational dashboards that provide visibility into customer performance and supply chain execution.
- Analyze trends, identify operational risks, and develop action plans to improve service performance.
- Present operational performance, business insights, and strategic recommendations to Executive Leadership.
- Drive continuous improvement initiatives utilizing data, analytics, and KPI performance.
Cross Functional Leadership - Partner closely with Sales, Demand Planning, Supply Planning, Finance, Procurement, Customer Care, IT, and Commercial teams.
- Lead weekly cross-functional operational reviews.
- Champion operational readiness for customer initiatives including seasonal programs, product launches, promotions, and supply transitions.
- Ensure alignment between commercial objectives and operational execution.
Process Improvement & Organizational Development - Identify opportunities to automate manual processes and improve operational efficiency.
- Develop organizational capabilities that support future growth.
- Mentor and develop emerging leaders within Customer Operations.
- Lead change management initiatives across Operations and Customer Service functions.
- Build a high-performance culture focused on collaboration, accountability, and continuous learning.
What You Bring to the Table- 10+ years of progressive experience in Customer Operations, Supply Chain, Customer Service, Logistics, or Operations leadership within Consumer Packaged Goods preferably with Walmart Corp background.
- Minimum 5 years leading managers and cross-functional teams.
- Strong experience supporting large national retailers including Walmart and Sam's Club.
- Deep understanding of retail replenishment, customer operations, order management, logistics, warehousing, and inventory management.
- Proven ability to lead organizational change and process improvement initiatives.
- Experience working with 3PL providers, transportation partners, and warehouse operations.
- Demonstrated success leading cross-functional initiatives across Sales, Operations, Finance, and Supply Chain.
- Strong analytical and financial acumen with experience utilizing operational KPIs to drive business decisions.
- Exceptional executive communication and presentation skills.
- Proven ability to influence without direct authority across multiple functional teams.
- Advanced Microsoft Excel and PowerPoint skills; SAP experience preferred.
- Experience with Walmart Luminate, Retail Link, NOVA, or similar retailer systems preferred.
- Bachelor's degree required; MBA or advanced degree preferred.
Leadership Competencies - Continuous Improvement Mindset
- Collaboration & Influence
- Data-Driven Decision Making
Location and TravelThe position will be based out of our
Bentonville, AR office with monthly travel to our Walnut Creek, CA headquarters and periodic travel to distribution centers, 3PL partners, customer headquarters, and other Kinder's locations. We strongly believe in the power of culture and community and have a hybrid work structure with three days in the office each week to encourage collaboration, innovation, and stronger partnerships across the organization.
Pay TransparencyThe expected starting salary range for this role is $215,000- $240,000 per year. The salary range posted for this role reflects the good-faith base pay range Kinder's reasonably expects to offer at the time of posting and may vary based on the location of the role. Individual compensation within the posted range will be determined based on factors such as relevant education, experience, qualifications, skills, and business needs.
SEASONED FOR SUCCESS:- No two days here are the same.
- 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.
