Customer Operations & Service Excellence Manager - 10004-Charlotte- NC - Hawkins (Charlotte, NC)

Since its founding in 1937, Krispy Kreme's focus has remained the same - making fresh doughnuts using our founder's original recipe. The brand's iconic Hot Light lets consumers know when doughnuts are being made in the shop so they can stop in and enjoy them hot, right off the line.

Krispy Kreme's Customer Operations & Service Excellence Manager acts as the primary liaison between Krispy Kreme's internal Sales, Operations & Logistics teams and Fresh Delivery Customers. This individual owns the end-to-end monitoring, coordination, and resolution of customer service and quality escalations, ensuring issues are identified early, resolved effectively in the field, and analyzed to drive continuous improvement. The role also supports Scan Based Trading (SBT) processes, new customer setup, marketing requests, and performance reporting to improve service levels, execution discipline, and customer satisfaction.

A TASTE OF WHAT YOU WILL BE DOING:

Customer Liaison & Escalation Management

• Serve as the key point of contact between Krispy Kreme Sales and Operations & Logistics teams
• Monitor multiple inputs to identify service or quality issues, including:
• Customer email communications, formal customer escalation systems e.g. Globalworx, Service Channel, Field Sales feedback, Field Operations feedback, and Logistics Feedback
• Ensure customer issues are clearly documented, prioritized, and routed to the appropriate field or functional teams
• Mange Service Now platform

Issue Resolution & Field Coordination

• Track and manage the resolution process for customer feedback and escalations sent to the field
• Partner with Field Operations, Logistics and Sales to ensure timely, effective corrective actions
• Monitor escalation dwell time and follow up to ensure closure and accountability
• Escalate unresolved or recurring issues to leadership with clear recommendations

Reporting & Performance Measurement

• Develop and maintain reporting to track:
• Escalation volume and frequency
• Resolution dwell time
• Root cause and escalation themes
• Service and quality trends by customer, region, or issue type
• Provide regular insights and recommendations to Sales and Operations leadership

Quality & Service Insight

• Review and analyze formalized customer quality and service feedback - door audit tracking
• Identify trends, root causes, and recurring themes impacting customer experience
• Provide insights to Sales, Operations & Logistics to prevent repeat issues and improve execution standards

Scan Based Trading (SBT) Support

• Act as the primary operational support contact for SBT vendors
• Support issue resolution related to inventory reconciliation, data / pricing discrepancies, and reporting
• Understand payment status on Customers - AR/AP
• Partner with internal teams to ensure SBT processes are executed accurately and consistently

New Customer & New Door Setup & Onboarding

• Support new DFD customer or new door setup, ensuring:
• Operational readiness
• System and process alignment
• Clear handoffs between Sales, Operations, and Customer Service
• Coordinate internally to ensure smooth customer onboarding and early service stability

Marketing Support

• Tracking POP fulfilment to shops
• Managing ad hoc Packaging issues
• Understanding LTO readiness status
• Managing ad hoc POP requests
• Managing display equipment repairs & maintenance requests

YOUR RECIPE FOR SUCCESS:

• 5+ years' experience in Sales Operations, Commercial Operations, Customer Operations, or Supply Chain-adjacent roles within CPG/FMCG - food & beverage
• Strong experience working cross-functionally with Sales, Field Operations, and Logistics
• Proven ability to manage multiple inputs, priorities, and stakeholders simultaneously
• Strong analytical skills with experience turning data into actionable insights
• Excellent communication skills with confidence interacting with both internal teams and external customers

*The above statements are intended to describe the general nature of work performed by the employees assigned to this job and are not the official job description for the position. The official job description will be provided during the application/interview process.

BENEFITS:

• Comprehensive benefits (medical, vision, and dental insurance)
• Employee discount program
• 401K plan
• Generous PTO Plan
• Company events
• Education Reimbursement
• Adoption Assistance
• Life Insurance
• FSA/HSA Plans
• Pet Insurance

Learn more at www.kkbenefits.com

WHY KRISPY KREME?

At Krispy Kreme, we focus on:

• Loving People:
• Our global culture is best captured by our Leadership Mix, a dozen behaviors that define how we work with one another across the world and give back to our communities. Check out our leadership mix here.
• Belonging happens once each Krispy Kremer knows their bold authentic self is welcomed, dignified, and loved, where their wonderfully original identities flourish and thrive.
• Loving Communities:
• At Krispy Kreme, sharing joy is at the center of everything we do, and we strive to inspire this in our communities. Our brand purpose truly shines through our Acts of Joy and community fundraising initiatives.
• In the U.S., we have been donating unsold doughnuts to local food banks, with a goal of bringing a smile to our consumers as they enjoy a small, sweet treat. We partner with Feeding America and Convoy of Hope, who in turn partner with organizations nationwide to distribute donations to people in need through diverse types of programs and services.
• In 2022, we helped community groups raise $40 million globally. Last year in the U.S., we supported more than 83,000 fundraising events, raising nearly $37 million.
• Loving Planet:
• We have been conducting a multi-year global GHG emissions assessment to establish an emissions baseline, using this foundation to soon set goals for greenhouse gas emission reduction.
• We are working on reducing food waste through donation efforts, animal feed, and composting programs.

Krispy Kreme is an Equal Opportunity Employer:

At Krispy Kreme, we believe that your originality sweetens our recipe. We value the diverse ingredients of the ethnicity, national origin, race, age, sex, gender, intersex, or veteran status of every individual. We strive for an inclusive culture that allows each of our peeps to bring their bold authentic self to work regardless of their religion, gender identity & expression, sexual orientation, or disability.

About Krispy Kreme

Headquartered in Charlotte, N.C., Krispy Kreme is one of the most beloved and well-known sweet treat brands in the world. Our iconic Original Glazed doughnut is universally recognized for its hot-off-the-line, melt-in-your-mouth experience. Krispy Kreme operates in more than 35 countries through its unique network of fresh doughnut shops, partnerships with leading retailers, and a rapidly growing Ecommerce and delivery business with more than 14,000 fresh points of access. Our purpose of touching and enhancing lives through the joy that is Krispy Kreme guides how we operate every day and is reflected in the love we have for our people, our communities and the planet. Connect with Krispy Kreme Doughnuts at www.KrispyKreme.com, or on one of its many social media channels, including www.Facebook.com/KrispyKreme and www.Twitter.com/KrispyKreme.