Sr. Customer Operations Program Manager

About Us:

Trilliant Food & Nutrition is a leading, vertically integrated manufacturer of premium coffees and powdered beverages, proudly headquartered in Little Chute, Wisconsin. With a legacy rooted in quality, innovation, and service, Trilliant delivers branded and private label solutions across retail, foodservice, and e-commerce channels.

Horseshoe Beverage Company, based in Neenah, WI, is a leading ready-to-drink beverage manufacturer dedicated to delivering an exceptional beverage experience. By combining industry-leading talent, cutting-edge equipment, and a vertically integrated supply chain, we drive innovation and consistently deliver the highest quality products to our customers-first and fast.

Our brand portfolio includes Victor Allen's, Dutch Bros beverages and Nurri, our better-for-you protein beverage line. We are passionate about beverages - and about building a team that's just as energized. We invite you to explore opportunities at Trilliant or Horseshoe, to see if your talents and career aspirations may fit with our openings.

Our Core Values:

Position Overview:

The Customer Care Sr. Operations Program Manager acts as the customer's trusted advisor, providing voice, support, guidance, and knowledge resources to help achieve their business objectives using the organization's products and services throughout all phases of the customer lifecycle. This role requires oversight of enterprise-level projects that span across departments and necessitate cross-functional coordination. In collaboration with the Customer Care Sr. Operations Business Architect, the Program Manager plays a crucial role in customer planning, aimed at enhancing engagement and optimizing business performance by creating shared value for both our customers and our business.

Travel Requirement: Travel is required at a minimum once a quarter, with the possibility of more frequent travel based on customer needs and business objectives.

Responsibilities: include but are not limited to

* Project Management: Oversee enterprise-level projects that require coordination across multiple departments, ensuring alignment with organizational objectives and project goals.

* Customer Partnership Development: Establish and maintain strong customer relationships through the creation and execution of strategic account plans. Collaborate with internal teams to support onboarding, account management, and alignment on service level agreements.

* Continuous Improvement (CI):

o Initiate and lead initiatives aimed at enhancing operational efficiency and effectiveness.

o Analyze data and feedback to identify patterns or root causes of underperformance.

o Propose and implement process improvements to enhance customer care capabilities and support successful execution.

* Portfolio Management: The Customer Care team does not handle direct sales management or account management responsibilities but instead focuses on supporting these functions through data and process improvements.

o Assess and rationalize existing product portfolios, focusing on both new product creation and evaluating the performance of existing products.

o Track the impact of implemented strategies and report on their effectiveness, maintaining clear documentation of performance metrics and actions taken.

o Regularly report progress and outcomes to leadership and relevant teams to ensure accountability and drive results.

* Performance Evaluation: Conduct regular business reviews to assess customer performance metrics and prioritize actions. Collaborate with sales and commercial teams to align account strategies with customer objectives.

* Cross-Functional Collaboration: Encourage collaboration between teams, particularly in marketing, sales, and finance, to ensure alignment and shared objectives.

* Cost to Serve Analysis: Coordinate internal activities to support customers and manage cost-to-serve, identifying gaps in P&L delivery and working with sales/marketing to address these gaps.

* Financial Management: Support P&L objectives by assisting in the Sales, Inventory, and Operations Planning (SIOP) process. Optimize product portfolios and manage inventory forecasting in line with customer requirements.

* New Hire Onboarding and Training: Facilitate comprehensive onboarding and training programs for new hires, ensuring they are well-equipped with the necessary knowledge and skills to succeed in their roles.

* Customer Onboarding:

o New customer onboarding process for new customers.

o Collaborate with sales and support teams to ensure seamless handoffs and continuity during onboarding.

o Establish feedback loops to refine onboarding workflows based on customer experience.

o Monitor customer adoption metrics post-onboarding to identify and address early challenges.

* Awareness and Monitoring: Actively monitor SKUs and customer performance against established targets (e.g., volume, margin) and identify those falling below set performance metrics.

* Communication of Insights: Provide timely updates and insights to relevant stakeholders regarding underperforming SKUs and customers, ensuring effective information sharing across teams to drive collective awareness and action.

* Collaboration with Sales and Marketing:

* Work closely with sales and marketing teams to develop strategies aimed at improving performance for identified SKUs and customers.

* Facilitate meetings and discussions to align efforts and share best practices.

* Bids & RFPs: Support the preparation and submission of bids and requests for proposals to enhance business opportunities.

* Customer Compliance: Ensure adherence to customer compliance requirements, working closely with relevant teams to maintain standards and address any issues.

Qualifications:

* Education and Experience: Bachelor's degree in business, Marketing, or a related field.

* 4-7 years of experience in customer success, or a related role.

* Communication Skills: Excellent verbal and written communication skills, with the ability to present complex data insights clearly to diverse stakeholders. Strong listening skills to engage and support external customers professionally.

* Interpersonal Skills: Strong relationship-building skills and the ability to work collaboratively with cross-functional teams.

* Customer-Centric Mindset: Passion for improving customer experiences and a deep understanding of customer needs and behaviors.

* Attention to Detail: High level of accuracy and attention to detail in data analysis and reporting.

* Technical Skills: Familiarity with CRM software and customer success platforms.

* Personal Attributes: Consumer-First * Ownership * Growth-Oriented * Collaboration * Entrepreneurial Spirit * Persistence * Intellectual Curiosity * Organized & Detail-Oriented * Excellence-Driven

Hours, Location and Pay:

We offer a competitive base pay rate and comprehensive benefits package for full-time employees. This role works standard business hours Monday - Friday at our Little Chute, WI manufacturing facility.

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.

* 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.

Disclosures:

* The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

* Responsible for following food safety/regulatory policies and procedures, executing responsibilities as identified in standard operating procedures, and reporting food safety/regulatory concerns to the Production or Quality Manager.

* Trilliant Food & Nutrition and Horseshoe Beverage Company are Drug Free Workplaces. All applicants are subject to a drug screen and background check as a condition of employment.

* Trilliant Food and Nutrition and Horseshoe Beverage participate in the E-Verify process.

* EEO/AA including Vets and Disabled

* If you need a reasonable accommodation for any part of the employment process, please contact us by email at HR@trilliantfood.com and let us know the nature of your request and your contact information.

* Trilliant Food and Nutrition and Horseshoe Beverage are Equal Opportunity Employers.

* The principles of the OECD and UN have been taken into consideration and used as guidance in our human rights practices and procedures.