Customer Operations Manager

Customer Operations Manager

Who We Are

Parenting isn’t picture-perfect. It’s messy, hilarious, exhausting, and life-changing — sometimes all before noon. That’s where we come in.

Founded in 2014 by our CEO Chelsea Hirschhorn, Frida was built to make the raw reality of parenting a little easier to navigate (and a lot less overwhelming). It all started with one legendary snot-sucker — the NoseFrida — and has grown into a 200+ product lineup that supports families through every stage: from fertility and postpartum recovery to baby care and beyond.

We don’t shy away from the stuff no one else wants to talk about — nipple pain, diaper blowouts, or the emotional rollercoaster that comes with keeping a tiny human alive. We call it like it is, solve the problems that actually matter, and build products that help parents feel seen, supported, and totally capable.

You can now find Frida products in 50+ countries and thousands of stores across the U.S., from the biggest national retailers to your neighborhood grocery aisle.

Under Hirschhorn’s leadership, Frida has become a category leader by challenging taboos, championing honesty, and supporting families at every stage of parenthood and beyond, earning acclaim on TIME's 100 Most Influential Companies, TIME Best Inventions, Fast Company Most Innovative Companies and Fast Company Brands That Matter. But the real win? Knowing we’re helping parents everywhere feel a little more human and a little less alone.

How You Will Make an Impact

Frida is seeking a Customer Operations Manager to serve as the operational lead supporting our Walmart business. In this highly cross-functional role, you’ll own the day-to-day execution of Walmart’s supply chain operations, partnering closely with Sales, Demand Planning, Supply Planning, Logistics, Customer Service, and Walmart’s replenishment teams to ensure best-in-class execution. You’ll proactively identify operational risks, optimize inventory performance, and drive cross-functional initiatives that strengthen one of Frida’s most strategic retail partnerships.

Responsibilities to include:

Retailer  Customer Operations

• Own the day-to-day operational execution of the business, serving as the primary supply chain partner and key point of contact for retailer replenishment and operations teams.
• Build trusted relationships through recurring business reviews and operational meetings to identify opportunities to improve service levels, inventory health, and overall supply chain performance.
• Partner closely with the Sales team to support new item launches, promotional events, assortment changes, modular resets, and seasonal business initiatives.
• Monitor purchase order activity, replenishment, and inventory flow to ensure timely fulfillment, resolve execution issues, and maintain strong in-stock performance across the retailer business.

Inventory & Supply Chain Performance

• Monitor and optimize key performance metrics including In Stock %, OTIF, Fill Rate, Weeks of Supply, Inventory Health, GMROII, and Forecast Accuracy.
• Analyze retailer and internal supply chain data to identify emerging risks, uncover performance trends, and develop action plans that improve inventory availability and customer service.
• Partner with Demand Planning and Supply Planning to improve forecast accuracy, inventory availability, and replenishment execution.

Cross-Functional Leadership

• Act as the operational bridge between the retailer and internal teams, translating customer needs into actionable plans and ensuring alignment across the organization.
• Lead cross-functional initiatives involving Sales, Planning, Logistics, Customer Service, Marketing, and Operations to resolve supply chain challenges, improve execution, and support customer commitments.
• Drive accountability across stakeholders to ensure timely resolution of operational issues and successful execution of key business initiatives.

Operational Excellence & Continuous Improvement

• Identify opportunities to improve reporting, streamline processes, and increase visibility across Walmart’s supply chain operations through data-driven insights.
• Develop and implement scalable reporting, tools, and process improvements that increase efficiency, reduce costs, and strengthen retailer relationships. 

What You Will Need

• Bachelor’s degree in Business, Supply Chain Management,, or a related field.
• 5+ years of experience in customer operations, supply chain, logistics, or retailer-facing operations within a CPG or consumer products environment.
• Experience supporting large national retailers in customer operatio