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Leads Customer Care managers and supports advisor development through coaching, accountability, performance management, and career growth. Uses data and customer insights to identify problems and improve outcomes. Coordinates cross-functional initiatives, supports process and tool changes, strengthens customer and employee experiences, and communicates progress to stakeholders. The role also includes on-call or Manager on Duty rotations during weekends, holidays, and extended hours.

Leads Customer Care managers and supports advisor development through coaching, performance management, goal setting, and accountability. Uses data and customer insights to identify root causes and improve outcomes. Coordinates cross-functional initiatives, drives adoption of new processes and tools, strengthens customer and employee experiences, and communicates progress to stakeholders. The role includes regular on-call or Manager on Duty rotations, weekend and holiday coverage, and additional hours as needed.

Leads the creation and scaling of an Employee Relations Center of Excellence. Oversees complex investigations, mediation, conflict resolution, ER policies, training, and employee experience initiatives for salaried and hourly teams. Partners with HRBPs, Legal, leadership, and other functions to resolve sensitive matters, improve manager capability, identify ER trends, and build scalable programs. The role requires approximately 10% travel and in-office work four to five days per week.

Own complex, cross-functional operations projects from concept through completion, including product launches, ingredient changes, capacity optimization, cost reduction, and process improvements. Lead operational readiness, risk mitigation, prioritization, business case development, performance analysis, executive reporting, and continuous improvement across supply chain and fulfillment functions. Partner with Planning, Procurement, Technical Operations, Commercialization, Nutrition, Innovation, Marketing, and FP&A to improve efficiency, quality, delivery, and gross margin.

Owns the implementation, configuration, integration, and optimization of NetSuite, Coupa, retail, marketplace, and financial systems. Responsibilities include maintaining dashboards and reports, building API and workflow automations, managing data integrity, supporting order-to-cash architecture, coordinating system projects and upgrades, documenting processes, and training business users. Partners with engineering, finance, and operations to deliver scalable technical solutions.

Leads and develops a 10–15-person Customer Care team through coaching, performance management, quality assurance, and employee lifecycle support. Resolves customer escalations, analyzes service trends, improves processes, supports training, ensures policy compliance and accurate timekeeping, and participates in hiring. The role requires strong customer focus, critical thinking, emotional intelligence, writing ability, and proficiency with Excel and Google Sheets. This is an in-office position requiring attendance four to five days weekly.

Designs and maintains dashboards, reports, and visualizations; validates data quality and reporting logic; translates complex analysis into actionable recommendations; partners with data teams and stakeholders; improves reporting scalability, self-service analytics, and responsible AI usage. Presents findings to technical and non-technical audiences while supporting strategic and operational decision-making.

Lead the design, development, deployment, and long-term operation of complex full-stack systems and features. Decompose ambiguous customer problems, manage data models and production systems, monitor SLAs, diagnose incidents, and make architectural decisions. Collaborate with Product, Design, Data Analytics, and Lifecycle Comms while mentoring engineers and improving engineering processes, tooling, and on-call practices. Work primarily with TypeScript, GraphQL, Temporal, Postgres, and AWS, using AI tools responsibly.

Lead the end-to-end design, development, deployment, and operation of complex subscription, pricing, billing, and order-generation systems. Decompose ambiguous problems, design scalable data models and APIs, monitor production systems, diagnose incidents, and maintain SLAs. Partner with Product, Design, Data Analytics, and Lifecycle Communications, while mentoring engineers and improving engineering processes. Work across a TypeScript, GraphQL, Temporal, Postgres, and AWS stack, using AI tools responsibly.

Leads and develops a team of 10–15 Customer Care Advisors through coaching, performance management, quality assurance, escalations, process improvement, and employee lifecycle support. The role analyzes customer care trends, reinforces policies, approves timecards, supports hiring, and collaborates cross-functionally to improve customer satisfaction and team performance. This is an in-office position requiring presence four to five days weekly near Nashville.