Senior Director, Customer Operations

The Senior Director, Customer Operations sets the enterprise vision and 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.

Pay Range

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

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.