Experienced Director of Customer Operations – Strategic Leadership in Customer Value Creation and Operational Excellence

Introduction to blithequark

At blithequark, we are passionate about creating a world where every customer interaction is a testament to our commitment to quality, service, and innovation. As a leader in the industry, we strive to make a difference in the lives of our customers, partners, and communities. Our purpose is to refresh the world and make a positive impact, and we are looking for talented individuals to join our team and help us achieve this vision.

Job Description Summary

We are seeking an experienced Director of Customer Operations to join our team at blithequark. As a key member of our customer operations team, you will be responsible for developing and implementing customer operations plans that drive beverage quality, revenue, and profit growth while ensuring proper cost management. You will work closely with our sales team, customers, and internal stakeholders to identify opportunities to improve quality, service, and productivity across our system.

Key Responsibilities

• Lead customer selling efforts of operational products and services, and provide customer stewardship to our external portfolio of customers and internal client groups (sales, finance, and marketing)
• Develop and execute short-term and long-term business operational plans for our portfolio of customers to identify key opportunities to drive beverage quality, cost reduction, category growth, and other strategic initiatives
• Create project plans with timelines, forecasts, resource allocation plans, and financial impact for key operational initiatives, and lead internal project team resources and project communication with customers and account teams
• Develop annual business plans for Net Service Expense and Capital for your assigned portfolio of national accounts, and identify key drivers of service to create solutions that decrease costs, increase quality, and deliver additional profit to our customers and blithequark
• Provide operational subject matter expertise to our customers and internal stakeholders, and lead the development of customer operations plans that drive business growth and profitability

Qualifications and Requirements

To be successful in this role, you will need:

• A Bachelor's degree (or equivalent) in a relevant field, with a Master's degree (or equivalent) preferred
• Previous experience in a face-to-face customer sales or operations role, with a proven track record of success in managing senior-level buyer relationships
• 3 or more years of customer management experience or customer operational management experience, with a strong understanding of customer needs and preferences
• 2-4 years of general operations experience, with a focus on process improvement, cost management, and productivity enhancement
• 2-4 years of project management experience, with a proven ability to lead cross-functional teams and deliver results in a fast-paced environment
• Experience working with data, specifically manipulation and analysis, with a strong understanding of financial metrics and performance indicators

Functional Skills

In addition to the above qualifications, you will need:

• Technical capability (equipment and online tools): the ability to create operational solutions and utilize system tools to deliver customer value
• Financial acumen: the ability to build and manage service and equipment expense budgets through the annual business planning (ABP) and resource allocation (RE) process for your assigned portfolio
• Presentation development and delivery: the ability to utilize our customer-centric methodology and tools to effectively deliver customer stewardship and the blithequark operational value proposition both written and verbally
• Influencing: the ability to communicate a compelling story to motivate and align internal and external clients to achieve a desired outcome
• Strategic thinking: the ability to create a strategic plan that addresses customer needs while also driving company profitability and growth

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Director of Customer Operations, you will have access to a range of training and development programs, including:

• Leadership development programs to help you build your skills and expertise as a strategic leader
• Operational training programs to help you develop your knowledge of our systems, processes, and equipment
• Cross-functional training programs to help you build your understanding of our business and develop your skills in areas such as sales, marketing, and finance
• Coaching and mentoring programs to help you achieve your career goals and develop your skills as a leader

Work Environment and Company Culture

At blithequark, we are proud of our inclusive and diverse culture, which is grounded in our company purpose and values. We believe in:

• Curiosity: we encourage our employees to be curious, to ask questions, and to seek out new knowledge and experiences
• Empowerment: we empower our employees to take ownership of their work, to make decisions, and to drive results
• Inclusion: we believe in creating an inclusive culture where everyone feels valued, respected, and empowered to contribute
• Agility: we are agile and adaptable, and we encourage our employees to be flexible, to pivot when necessary, and to drive change and innovation

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a salary range of $134,800 - $165,200, depending on geography, job-related knowledge, skills, and experience. We also offer a range of benefits, including:

• A full range of medical, financial, and/or other benefits, dependent on the position
• An annual incentive reference value percentage of 30, which is a market-based competitive value for your role
• A range of perks and benefits, including flexible working arrangements, professional development opportunities, and access to our iconic and innovative brands

Conclusion

If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Director of Customer Operations, you will play a key role in driving business growth and profitability, and you will have the opportunity to develop your skills and expertise as a strategic leader. Don't miss out on this chance to join our team and make a difference in the lives of our customers and communities. Apply now to become a part of our dynamic and inclusive culture, and to help us achieve our vision of refreshing the world and making a positive impact.