Director, Service Team Lead - Costa Coffee

Location(s):

United States of America

City/Cities:

Atlanta

Travel Required:

Relocation Provided:

Job Posting End Date:

April 28, 2024

Shift:

Job Description Summary:

We are seeking an experienced Service Team Lead to oversee the set-up of US wide service capability to enable machines to be installed at Customer premises throughout the USA.

A bit about us...

We’re Costa Coffee, masters of our craft since 1971 when the Costa brothers opened their first Roastery in London. A lot has changed since then. As well as being the UK’s Favourite coffee shop for the last 13 years*, we are also present in over 40 other countries across EMENA, APAC, and the Americas. We are on a mission like no other to inspire the world to love great coffee. From our evolving store propositions to our innovative FMCG offering, we’re ambitious, disrupting and owning the coffee technology space, allowing us to provide the best solutions for our B2B customers and partners. This is all supported by being part of The Coca-Cola Company. If you love coffee, you’ll love us. This is where tastebuds are brought to life. But it’s not all about the coffee. Joining the Costa family is about loving your chance to do a great job alongside brilliant people who make the hard work worth it. And we promise, we’ll make sure you’re always loving your craft. 

* by Allegra Strategies

Function Related Activities/Key Responsibilities:

• Manages Third Party suppliers to strict SLAs and ensures visibility to response times and time to fix
• Ensures third Parties take ownership to raise the bar and represent Costa in the appropriate way so Customers and Consumers think we are one company
• Continually looks to develop the operational capability, monitoring the Mean time between failure and aligning with the Platform and other Costa Markets
• Owns the operational expertise for all the B2B platforms and is the go to centre of knowledge for all the internal functions (sales)
• Integrates with the Central Ops Manager for a seamless approach to the ops function.
• Introduce innovative processes and procedures by benchmarking against our competitors and the industry whilst bringing in fresh thinking from outside
• Accountable for running the ‘Centre of Excellence’ the model operation in the Atlanta area

Qualification & Requirements

• Bachelor’s Degree
• 7+ years of depth of experience in operations delivery
• Process transformation; process mapping and re-engineering
• An ambitious and creative Operations leader with depth of experience in multi-functional operations delivery across office and field-based teams
• P & L Management
• Good knowledge of B2B business environment
• Strong analytical skills with good knowledge of Process Improvement methodologies, such as Lean Six Sigma, TQM and Kaizen
• Excellent communicator, with strong influencing skills, able to operate effectively in a matrixed organization
• Creative thinker with the ability to identify innovative business solutions and get them implemented
• Strong organisational skills, attention to detail, able to embed a continuous improvement mindset across the different teams

What We Can Do for You

• · Purpose Driven: Purpose driven approach that empowers our people to protect the environment and communities we serve while delivering safe & quality products.
• · Global Connections: Allows you to develop, enhance and maintain global connections that allow us to move faster and learn from others.
• · Community of Belonging: We’re an organization that believes in our ability to continually grow and build the right atmosphere where people feel safe and empowered, letting you bring your best self to work.

Skills:

Pay Range:

$130,000 - $157,000

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:

30

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.

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.