Associate Manager, Customer Operations

Location: NYC

About Daily Harvest 

At Daily Harvest we take care of food, so food can take care of you. We're committed to helping you nourish your body while taking care of the planet. How? By making it easy to eat more real, unrefined and sustainably sourced fruits and vegetables every day.  Our team is collaborative, driven, and future-thinking.  We're constantly learning, experimenting, and iterating, and celebrate failure just as much as success. We take risks, try new things, and we get things done. We love adaptogens and cruciferous vegetables but never say no to cake. Everything we do, we do in the service of our community.

Position Overview

Daily Harvest is looking for an Associate Manager of Customer Operations to oversee and manage the success of our expansion into retail distribution. The ideal candidate for this role should possess strong client management skills with the keen ability to work backward with Vendors to identify and prioritize the right outputs to deliver success. They will be able to manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives to multiply impact. Above all, they should demonstrate a high level of ownership and the ability to embrace and navigate ambiguity and complexity.

What you’ll do:

• Lead Customer Success to achieve Supply Chain Metrics goals, such as: Case Fill, On Time Delivery, Invoice accuracy, receipt tracking, claim processing, and others
• Be the primary fulfillment contact point for multiple retail vendors and their third party partners 
• Respond directly to requests made by customers, buyers and distribution partners  regarding status of purchase orders to resolve customer escalations 
• Partner with customer owners to communicate internal inventory risk on promotional trade calendars and strategies. Together you will work collaboratively on evaluating risk around forecast based and incremental volume and be the lead on coordinating execution internally
• Tracking and communicating customer on-hand aged inventory risk to relevant cross functional stake holders as a means of avoiding stock outs and fostering alignment from Sales and FP&A on promotions or other consumption strategies
• Create standardized processes for exception based voice of customer escalations
• Work cross functionally with planning team to optimize retail fulfillment and inventory balance resulting in fill-rates
• Receive and process customer orders in timely fashion, ensuring that orders filed meet Daily Harvest guidelines and policies; communicate changes to Customers
• Effectively manage and resolve service issues; escalate where needed to identify and deliver solutions that best meets both Daily Harvest and the Customer's needs; communicate accordingly
• Partner with  retail account owner(s), finance and inventory team, to ensure inventory and financial support of annual retail planning, innovation launches, merchandising and new customer additions in distribution
• Manages customer scorecards to monitor key performance indicators (e.g., on time delivery, case fill, damage) and identifies root causes; implements solutions to improve performance and participates in problem solving events
• Work closely with the Operations, Field Sales team, Shipping Facilities, and Customer to execute merchandising events
• Communicate and interact directly with all key stakeholders including but not limited to Sales Directors/Executives, Logistics, Accounts Receivable/Payable, Business Systems
• Leads regular strategic customer review meetings with Sales and Supply Chain representatives

Who you are:

• 3+ years professional experience within Customer Success, Account Management, Management Consulting, and/or relevant experience in negotiating, nurturing, and growing customer relationships.
• Strong communication skills
• Highly self-motivated
• Strategic problem-solving skills
• Strong teamwork skills including cross functional collaboration

The anticipated annual base salary range for this role is $75,000 - $110,000. Actual compensation will be commensurate with experience, qualifications, knowledge, and skills.

Benefits:

• Unlimited PTO Plan + flexible working hours 
• Equity participation + 401K 
• Competitive medical, dental, + vision insurance
• Fun IRL + virtual quarterly team events, happy hours, + DH team gatherings to celebrate our co-workers
• Ancillary benefits: Commuter, Citi Bike discounts, + Health & Wellness Perks
• Annual company retreat
• Unlimited Daily Harvest in the office to keep you hustling, not hangry (...always stocked)