Seasoned Senior Customer Operations & Retail Channels Lead – Spearheading Global Food & Beverage Excellence, Elevating Retail Partner Experience, and Driving Cross‑Functional Innovation at brighthush

About brighthush

brighthush is more than a snack and beverage brand—it is a culinary odyssey that transforms everyday moments into celebrations of flavor. With a portfolio of over 100 award‑winning products, we occupy a top‑five position in key grocery categories across the United States, spanning mass‑merchandisers, premium retailers, and specialty boutiques. Founded by a passionate team of food lovers, brighthush operates like a bold pirate ship navigating a sea of competitors, charting new horizons in taste and innovation. Privately held, founder‑led, and driven by a culture of adventure, curiosity, and relentless pursuit of flavor excellence, we are on the brink of $1 billion in revenue and expanding globally. We are seeking smart, scrappy, flavor‑obsessed leaders who want to see the real impact of their work every single day.

Why This Role Matters

As the Senior Customer Operations & Retail Channels Lead, you will be the linchpin that keeps our retail partners satisfied and our supply chain humming. From the moment an order is placed to the final delivery, you will own the entire customer experience, ensuring accuracy, speed, and proactive communication. Your leadership will shape the future of our operations, drive continuous improvement, and directly support brighthush’s growth ambitions. In a fast‑paced, high‑growth environment, your decisions will ripple across the entire organization and influence millions of customers worldwide.

Key Responsibilities

Customer Operations & Order Management

• End‑to‑End Process Ownership – Lead the full spectrum of customer service processes for retail customers, from order receipt and entry to confirmation, changes, and coordination through delivery.
• Team Leadership – Inspire and coach the Customer Operations team to guarantee accurate, timely order execution and proactive customer communication.
• Escalation Management – Own complex order and service escalations, ensuring clear ownership and follow‑through through resolution.
• Inventory & Risk Coordination – Monitor inventory availability, shortages, and shipment risks; coordinate priorities with Planning, Inventory, Warehousing, and Logistics.
• Process Documentation – Create and maintain SOPs, training manuals, and knowledge bases that empower the team and reduce onboarding time.
• Technology Integration – Evaluate and implement new order‑management and analytics tools to streamline workflows and enhance visibility.
• Data‑Driven Decision Making – Leverage real‑time dashboards to identify bottlenecks, forecast demand, and optimize resource allocation.
• Compliance & Quality Assurance – Ensure all operations adhere to regulatory standards, internal policies, and brand quality expectations.
• Continuous Process Improvement – Champion Kaizen initiatives, encouraging team members to propose and pilot incremental improvements that elevate service levels.
• Vendor Coordination – Work closely with third‑party logistics partners to align service levels, performance metrics, and continuous improvement plans.

Customer & Cross‑Functional Partnership

• Retail Partner Relations – Build strong operational relationships with retail partners and serve as the key escalation point for service issues.
• Sales & Marketing Collaboration – Support Sales and Marketing with new item launches, customer programs, promotions, and special projects on behalf of Operations.
• Risk & Opportunity Communication – Proactively communicate risks and opportunities with Sales and Operations, leading cross‑functional problem solving.
• Insight Delivery – Provide Operations and Supply Chain teams with customer insights that may impact inventory, capacity, production, or distribution.
• Demand Planning Partnership – Partner with Sales and Planning to understand upcoming customer needs, programs, and future demand.
• Retail Channel Strategy – Contribute to the development of channel‑specific strategies that align with brand positioning and market dynamics.
• Vendor Management – Negotiate service level agreements, monitor performance, and drive continuous improvement with third‑party logistics and technology partners.
• Cross‑Functional Alignment – Facilitate regular alignment meetings with Finance, Manufacturing, and IT to ensure seamless execution of retail initiatives.

Performance, Improvement & Cost Management

• Metrics Monitoring – Track customer service performance metrics such as order accuracy, fill rate, OTIF, deductions, fines/fees, and other applicable measures.
• Root Cause Analysis – Review customer orders and recurring service issues to identify root causes, process improvements, and optimization opportunities.
• Process Standardization – Drive standard processes, SOPs, systems adoption, and continuous improvement across Customer Operations.
• Cost Reduction – Identify opportunities to reduce freight, warehousing, deductions, fines/fees, and other service‑related costs.
• Technology Enablement – Champion the adoption of new tools (e.g., brighthush analytics, brighthush, SQL) that streamline operations.
• Reporting & Dashboards – Build and maintain dashboards that provide real‑time visibility into key performance indicators for senior leadership.
• Continuous Improvement Culture – Foster a Kaizen mindset, encouraging team members to propose and pilot incremental improvements.
• Budget Oversight – Manage the operational budget, ensuring cost efficiency while maintaining high service standards.

People Leadership & Culture Building

• Team Development – Lead, coach, and develop Customer Operations Managers, Analysts, and other team members.
• Accountability & Prioritization – Establish clear priorities, accountability, and service standards while building team capability and bench strength.
• Ownership Culture – Create a culture of ownership, urgency, collaboration, and proactive problem solving.
• Talent Acquisition – Partner with HR to identify, interview, and onboard high‑potential talent that aligns with brighthush’s values.
• Recognition & Rewards – Design and implement recognition programs that celebrate excellence and reinforce desired behaviors.
• Mentorship & Career Pathing – Provide mentorship to emerging leaders and create clear career pathways within the operations organization.
• Diversity & Inclusion Advocacy – Champion inclusive hiring practices and ensure a welcoming environment for all team members.
• Employee Engagement – Conduct regular pulse surveys, feedback sessions, and engagement initiatives to keep the team motivated and aligned.
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