Director of Customer Operations

About Us: Trilliant Food & Nutrition is a leading 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 Director of Customer Operations provides strategic and people leadership across Customer Service and Customer Operations, ensuring an exceptional customer experience while driving operational excellence, accountability, and cross-functional execution.

This role leads the teams, governance, operating rhythms, and business processes required to support customers from onboarding through ongoing service.

The Director serves as a senior escalation and strategic partner across Sales, Supply Chain, Operations, Quality, Finance, IT, Marketing, and other functions; develops high-performing teams; establishes clear ownership and service expectations; identifies and mitigates customer and operational risk; and drives continuous improvement across the customer lifecycle.

Responsibilities: · Lead, manage, coach, and develop Customer Service and Customer Operations teams, including leaders and individual contributors, to achieve departmental objectives, strengthen accountability, and build organizational capability.

· Develop and implement customer operations strategies that improve customer satisfaction, service levels, operational efficiency, accountability, and scalability.

· Own the Customer Operations strategy for strengthening strategic customer relationships through service performance, operational partnership, proactive risk management, and cross functional execution.

· Provide strategic oversight and governance for order management, customer onboarding, service support, account maintenance, and escalation processes, ensuring appropriate ownership, controls, pricing accuracy, and contract compliance.

· Lead cross-functional alignment with Planning, Supply Chain, Logistics, Sales, Operations, Quality, Finance, Marketing, and IT to resolve customer-impacting issues and support reliable execution.

· Establish and govern Customer Operations KPIs and operating reviews, including orde...