Senior Director, Customer Operations

Job Description Summary:

The Senior Director, Customer Operations sets the enterprise vision and future strategy for Customer Operations—evolving how the Coca-Cola system delivers equipment, service, and beverage quality at scale to meet the changing needs of customers, operators, and consumers.

The role provides enterprise leadership for a large-scale, capital-intensive dispensed business, balancing capital investment, service costs, and beverage quality to optimize customer experience, incidence, and profitability. Through strong cross-functional collaboration and system leadership, the Senior Director II sets the direction and enables a team of 65+ associates to deliver consistent, high-quality execution in support of joint business priorities and the Company’s 2035 ambition to double revenue and profit.

Create Customer Value

• Position Customer Operations as a growth enabler, using equipment, service, and beverage quality to drive customer preference, incidence, and long-term profitability.
• Execute with distinction and differentiation, by leading large scale complex customer operational projects critical to FSOP and Retail Dispensed to include, but not limited to, Base Business, Freestyle, Juice, Tea & Brewed Beverages, and Frozen.
• Collaborate with FSOP Sales & Retail Leadership Teams on resource allocation, capability development, expense management, customer stewardship of performance, and voice of the customer related to customer service requirements.
• Deliver our Partnership Promise by executing exceptional service and operational excellence for NAOU customers.

Franchise Leadership & Voice of Customer

• Serve as a visible system leader, aligning internal partners around a common 
• Customer Operations strategy and standards of execution.
• Translate customer feedback into actionable input that informs strategic direction, service standards, and marketplace innovation.
• Collaborate with internal stakeholders and customer groups to strengthen and operationalize The Power of Coke through consistent, high-quality equipment and service experiences.

Leadership

• Elevate Customer Operations as a strategic growth and differentiation engine, pushing teams to rethink how equipment, service, and beverage quality are delivered—driving innovative, scalable execution that creates competitive advantage for customers and the system.
• As a leader of leaders, empower a team of 7 Senior Director I leaders and their teams across the United States, providing clear direction, accountability, and support to deliver results at scale. 
• Inspire and develop a highly engaged workforce of 65+ associates, fostering a culture of inclusion, high performance, and strong talent development for the broader organization.

Strategic Direction

• Influence long and short-term performance targets, and equipment offerings that deliver an advantaged service offering, based on competitive intelligence gained from the overall industry and voice of customer feedback.
• Responsible for the creation, management, and delivery of all FSOP & Retail budgets related to dispensed equipment service expense, revenue, and capital placements.
• Define and evolve the future-state Customer Operations model, including service delivery, equipment support, digital enablement, and system ways of working—ensuring scalability, speed, and differentiated customer experience.

Innovation

• Drive innovation in service models, digital tools, data-enabled decisioning, and equipment serviceability to reduce total cost to serve while improving speed, reliability, and customer experience.

This role and the teams in its purview collaborate with cross-functional partners in Sales for FSOP & Retail, Finance, Service Operations, Equipment Operations, Global Equipment Platforms, Equipment & Parts Supply Chain, and Sales Support.

Degrees/Certificates

• Minimum Required: BS/BA (or equivalent)
• Preferred Level: MS/MA/MBA (or equivalent)

Experience

• Minimum Required: 5 years leadership experience, 10 years of experience within an operations environment
• Preferred Level: 10 years general management experience
• 2 years commercialization experience
• People Leadership – leadership of large, national, complex organizations (including field-based associates).

• Influencing the system – Collaborate with internal senior leadership
• Strategic Planning– Proven ability to create long term plans
• Financial Management-Ability to manage large complex budgets
• Customer and Franchise Leadership-Develop and advance relationships with key external senior leaders.

Strategic Importance

The Senior Director, Customer Operations is a critical driver of operational excellence for Coca-Cola’s Foodservice and Retail (dispensed) customers. By setting the enterprise strategy for equipment, service, beverage quality, and capital investment at scale, this role ensures reliable, high-quality execution in the marketplace—directly shaping customer experience, incidence, and profitability. Through system leadership and deep cross-functional collaboration, the role drives competitive advantage and customer value through operational excellence for NAOU customers.
 

What We Can Do For You

• Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico.
• Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day.

The Coca-Cola Company will not offer sponsorship for employment status (including, but not limited to, H1-B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company's sponsorship to continue to work legally in the United States.

Skills:

Commercialization, Cross-Functional Collaboration, Executive Influence, Financial Management, Innovation, Inspiring Leadership, Operational Excellence, Stakeholder Management, Strategic Leadership

Pay Range:

United States of America: $199,000 - $228,000

Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

Annual Incentive Reference Value Percentage:

50

Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.

Long-term Incentive Reference Value Percentage:

20

Long-term Incentive reference value is a market-based competitive value for your role.

Location(s):

United States of America

City/Cities:

Atlanta

Travel Required:

00% - 25%

Relocation Provided:

No

Job Posting End Date:

May 13, 2026

Our Purpose and Growth Culture:

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.