OverviewAs the
Director of Customer Operations & Fulfillment, based at our World Headquarters in Coopersburg, PA, you will be the driving force behind customer-centric operational excellence across our manufacturing, purchasing, warehousing, and logistics network. In this role, you ensure that every step of our end-to-end operation delivers on the promise we make to our customers.
You will shape strategy, lead highly collaborative cross-functional teams, and champion continuous improvement to elevate both the customer experience and overall business performance. You thrive on partnership, clarity, and action - and you bring a customer-first mindset to every decision you make.
You will also serve as a key operational advisor to leadership, helping guide strategic decisions while developing and executing a best-in-class fulfillment strategy that ensures high service levels, customer satisfaction, and operational efficiency.
Responsibilities - Lead Voice of Customer (VoC) programs, transforming customer insights into actionable improvements across the supply chain.
- Develop and implement customer-focused operational strategies that support long-term growth and scale our delivery capabilities as the business expands.
- Align KPIs across manufacturing, warehousing, and logistics with customer satisfaction goals, and provide clear, data-driven performance insights to senior leadership.
- Ensure excellence in fulfillment performance, including Fill Rate, Order Accuracy, and on-time delivery to customer dock or home.
- Serve as the voice of the customer, ensuring their needs guide operational priorities, trade-offs, and decision-making.
- Drive root-cause analysis and corrective actions for recurring issues, partnering closely with Continuous Improvement teams and escalating to global process owners when needed.
- Collaborate deeply across supply chain, logistics, sales, and customer service, fostering alignment and shared accountability for customer outcomes.
- Lead escalation management for critical customer-impacting issues, ensuring rapid triage, clear communication, and effective resolution.
- Develop and execute contingency plans
- Lead large-scale operational improvement initiatives focused on enhancing customer satisfaction and end-to-end fulfillment performance
- Build and lead a high-performing organization by mentoring, developing, and inspiring teams across the function
- Champion Lean Six Sigma and continuous improvement methodologies to drive operational excellence across fulfillment and distribution
- Provide senior-level cross-functional leadership, partnering closely with sales, customer service, manufacturing, supply chain, procurement, IT, and finance
This role is ideal for someone who: - Loves working cross-functionally and building strong partnerships
- Is energized by solving complex operational challenges
- Thinks like a customer and advocates for them relentlessly
- Moves quickly, drives clarity, and inspires action
- Balances strategic thinking with hands-on leadership
- Desires to build a world class team
Qualifications- Bachelor's degree in Supply Chain, Operations Management, Business, Engineering, or related field
- 15+ years of experience post academics with 5+ years' experience in a manufacturing environment.
- 5+ years' experience building & developing high performance teams, and you are known for your ability to influence without authority
- Certifications in Lean, Six Sigma, or similar continuous improvement methodologies preferred
