Director, Customer Operations

Job Description Summary:

The Director, Customer Operations serves as the senior operational leader and strategic thought partner. The role builds trusted, long-term relationships for our customers, account team, Coca-Cola System, and external partner network to develop and execute integrated equipment, service, and supply chain strategies. This leader translates customer, operational, and financial insights into compelling business narratives and actionable recommendations, balancing customer priorities with scalable enterprise value. The role is accountable for delivering beverage quality, growth, service, productivity, and financial outcomes through strong cross-functional leadership, System alignment, and disciplined execution.

What You’ll Do for Us

• Serve as the senior operational leader and trusted advisor for an assigned portfolio of customers, building long-term relationships with customer executives, account teams, bottling partners, service providers, and cross-functional stakeholders to advance mutual business objectives.
•  Develop and execute customer operations strategies that improve beverage quality, service, category growth, profitability, and customer value creation. Anticipate emerging customer needs and translate them into scalable short- and long-term solutions.
• Lead cross-functional planning and execution of operational initiatives, including annual business planning, capital and service expense management, project governance, resource allocation, forecasting, and performance measurement to deliver customer and company objectives.
• Leverage operational expertise, financial acumen, and data-driven insights to identify growth opportunities and solve complex business challenges, balancing customer priorities with enterprise objectives, System capabilities, and long-term business value.
• Influence decision-making through compelling storytelling and executive communication, translating operational, financial, and customer insights into clear recommendations that drive alignment, action, and sustainable long-term partnership value. 
• Own business performance for the assigned customer portfolio, including service execution, capital deployment, profitability improvement, beverage quality, customer satisfaction, and operational productivity metrics.

Qualifications & Requirements:

• Bachelor’s degree or equivalent relevant experience required; advanced degree preferred.
• Significant progressive experience in customer operations, account leadership, service, supply chain, or a related customer-facing function.
• Demonstrated success building trusted, long-term relationships with senior customer and internal stakeholders.
• Experience leading complex, cross-functional initiatives with measurable customer, operational, and financial outcomes.
• Strong financial and commercial acumen, including business planning, forecasting, capital management, and cost optimization.
• Advanced ability to interpret data, identify insights, and translate findings into clear recommendations and actions.
• Demonstrated ability to influence decisions and drive alignment in a highly matrixed, System-oriented environment.
• Experience balancing immediate customer needs with long-term strategic and enterprise priorities.

Functional Skills: 

• Customer & Relationship Leadership Builds trusted partnerships and serves as a strategic advisor to customer executives and key stakeholders across the Coca-Cola System.
• Executive Communication & Storytelling Translates complex operational, customer, and financial information into compelling business narratives that influence decisions and drive action.
• Enterprise Mindset Balances customer needs, operational realities, and enterprise priorities to create sustainable value across the Coca-Cola System.
• Financial & Commercial Acumen Develops and manages capital and operating plans while identifying opportunities to improve profitability, productivity, and return on investment.
• Operational & Technical Expertise Applies equipment, service, supply chain, and digital capabilities to develop scalable solutions that enhance customer value and business performance.
• Cross-Functional Leadership Leads through influence in a matrixed environment, aligning internal teams, bottling partners, and external providers to deliver results. 

What We’ll Do for You

• Empower Strategic Leadership: Lead at the intersection of customer strategy and operational excellence—shaping how Coca‑Cola delivers service, quality, and value across diverse customer portfolios.
• Drive Enterprise Impact: Influence decisions that advance beverage quality, category growth, service performance, and financial outcomes, contributing directly to Coca‑Cola’s long‑term success.
• Collaborate Across the System: Work alongside senior executives, bottling partners, and cross‑functional teams to align priorities and deliver integrated, scalable solutions across the Coca‑Cola System.
• Accelerate Professional Growth: Gain exposure to enterprise‑level planning, capital management, operational execution, and strategic storytelling while developing as a trusted business leader.
• Shape the Customer Experience: Bring innovation and discipline to customer operations that strengthen relationships, drive sustainable partnerships, and elevate Coca‑Cola’s reputation for excellence.

Skills:

Pay Range:

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:

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.

Location(s):

City/Cities:

Travel Required:

Relocation Provided:

Job Posting End Date:

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.