Senior Manager, Customer Excellence

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.
About The Role
Kinder's is seeking an experienced Senior Manager, Customer Excellence to manage the processes, systems and performance practices that help Customer Operations scale with the business. This hands-on leader will build and develop a team of two Senior Customer Excellence Analysts.
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. 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. We have experienced tremendous growth, but we think we are just getting started.
Today, we have over 100 products sold nationwide at retailers including Costco, Walmart, Sam's Club, Whole Foods, Sprouts, Kroger, Safeway and many more. To keep our momentum rolling, we need more passionate flavor advocates and builders to join our team and help us reach every kitchen across the U.S. and maybe even the world.
How you'll have an impact at Kinder's: Based in Walnut Creek and reporting to the Senior Director, Customer Operations, you will manage execution of the Customer Operations excellence roadmap and build a team of two Senior Customer Excellence Analysts. You will connect order-to-cash expertise, EDI onboarding, ERP implementation support, process governance, analytics and cross-functional project management to create scalable and measurable ways of working.
Key Responsibilities
Customer Operations Excellence and Process Governance
Manage and execute the Customer Operations excellence roadmap in partnership with the Senior Director, prioritizing improvements that strengthen service, accuracy, efficiency and scalability.
Own the end-to-end order-to-cash process framework across customer setup, order receipt, EDI, order management, inventory and allocation, fulfillment, invoicing, deductions and issue resolution.
Document current and future-state workflows, clarify roles and decision rights, and establish controls that reduce manual work and prevent recurring errors.
Create, govern and continuously improve SOPs, work instructions, process maps and training materials; maintain clear ownership and review cycles.
Systems Implementation and EDI Enablement
Support Customer Operations in design and implementation, including requirements, process decisions, testing, data readiness, training, cutover and post-launch stabilization.
Lead Customer Operations readiness for EDI and customer onboarding, coordinating trading-partner requirements, mapping, testing, issue resolution and handoff to ongoing support.
Partner with IT, Finance, Sales, Planning, Inventory, Warehousing and Logistics to connect system design with practical order-to-cash execution.
Identify system gaps and manual touchpoints, then develop clear requirements and adoption plans that improve data quality and user effectiveness.
Performance Analytics and Continuous Improvement
Create the Customer Operations KPI framework, including definitions, targets, ownership, reporting cadence and escalation thresholds.
Build and maintain dashboards and analytically minded trackers for order accuracy, cycle time, EDI performance, backlog, fill rate, OTIF, allocation adherence, deductions and other service measures.
Analyze trends and recurring failures, lead root-cause reviews and translate findings into prioritized corrective actions with measurable results.
Allocation Process and Operational Readiness
Design and improve the allocation process from constraint identification through prioritization, approval, customer communication, tracking and release.
Create allocation governance, decision rules and reporting that give Customer Operations and cross-functional leaders one clear view of risks, commitments and actions.
Support operational readiness for new customers, items, programs and process changes by confirming requirements, owners, dependencies and launch criteria.
Team Leadership and Project Management
Build, lead and develop a team of Senior Customer Excellence Analysts, setting priorities, clarifying ownership and ensuring strong execution across projects and recurring work.
Support cross-functional projects involving Customer Operations, and Customer onboarding with clear scope, milestones, owners, risks, decisions and status reporting.
Facilitate working sessions, maintain action trackers and escalate decisions when timing, resources or process ownership are at risk.
Coach the team on structured problem solving, process discipline and data use while building adoption through practical training, communication and follow-up.
What You Bring to the Table
7+ years of experience in Customer Operations, order-to-cash, process excellence, systems implementation, project management or related supply chain functions; CPG or food experience preferred.
Strong understanding of order-to-cash processes, including EDI order flow, order management, inventory and allocation, fulfillment, invoicing and deductions.
Hands-on experience supporting an ERP implementation or major system change; SAP experience preferred.
Experience with EDI onboarding, retailer requirements, customer portals and transaction testing; familiarity with common retail documents such as 850, 855, 856 and 810 preferred.
Demonstrated ability to create SOPs, process maps, governance routines, KPI definitions, dashboards and management-ready trackers.
Advanced analytical and Excel skills; experience with Power BI, Tableau or similar reporting tools is a plus.
Strong people and project management skills, including experience setting priorities, coaching analytical talent, influencing across functions and turning ambiguity into clear action.
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