Customer Operations Program Manager

About Us:

Trilliant Food & Nutrition is a leading manufacturer of premium coffees and powdered beverages, proudly headquartered in Little Chute, Wisconsin. With a legacy rooted in quality, innovation, and service, Trilliant delivers branded and private label solutions across retail, food service, and e-commerce channels.

Horseshoe Beverage Company, based in Neenah, WI, is a leading ready-to-drink beverage manufacturer dedicated to delivering an exceptional beverage experience. By combining industry-leading talent and cutting-edge equipment, we drive innovation and consistently deliver the highest quality products to our customers-first and fast.

Our brand portfolio includes Victor Allen's, Dutch Bros beverages and Nurri, our better-for-you protein beverage line. We are passionate about beverages - and about building a team that's just as energized. We invite you to explore opportunities at Trilliant or Horseshoe, to see if your talents and career aspirations may fit with our openings.

The Customer Operations Program Manager serves as the strategic operational partner for assigned customers and is accountable for a standardized way of work across customer operational performance, inventory and replenishment insights, service execution, compliance, cost-to-serve visibility, and continuous improvement. The role is aligned to the customer not to a brand portfolio and develops deep knowledge of the customer's systems, requirements, inventory position, replenishment processes, service expectations, and operational priorities.

The COPM connects customer data and operational signals to action. The role works closely with Sales and cross-functional partners to identify risks and opportunities, provide actionable insights, facilitate root-cause resolution, and ensure clear ownership and follow-through.

For this specific customer assignment, the COPM will support Walmart and Sam's Club and must bring demonstrated replenishment and customer operational experience supporting both Walmart and Sam's Club. This role requires deep working knowledge of Walmart and Sam's Club replenishment processes, systems, inventory and POS data, and customer-specific operational requirements, including hands-on experience with Retail Link and Nova.

• Develop an intimate understanding of assigned customers, including customer systems, processes, replenishment requirements, service expectations, operational contacts, and business priorities.
• Serve as the primary operational partner for assigned customers in partnership with the Sales account owner.
• Establish a consistent customer operating cadence, including operational/replenishment reviews, KPI reviews, risk and opportunity discussions, action tracking, and escalation.
• Translate customer needs and operational signals into clear actions and connect work to the appropriate internal partner through resolution.

• Monitor and analyze customer POS, store/DC inventory, in-stock levels, weeks of supply, order patterns, MABD/fill-rate compliance, OTIF/service performance, and other customer-specific inventory and replenishment measures.
• Identify out-of-stock risk, excess or imbalanced inventory, replenishment gaps, order opportunities, service risk, and other material customer-operational concerns.
• Perform root-cause analysis and provide actionable recommendations to improve in-stock, inventory flow, replenishment, service, and the cost of moving product optimally.
• Provide order/replenishment recommendations using customer demand signals, inventory position, transit and lead-time considerations, promotions, seasonality, and customer requirements.
• Prepare customer-specific replenishment/performance reporting and lead or participate in recurring customer replenishment meetings.
• Develop and improve replenishment tools, reporting, processes, and standard work as business and customer requirements evolve.
• Serve as the customer operations and replenishment subject-matter expert for Walmart and Sam's Club, maintaining deep knowledge of customer-specific replenishment processes, systems, metrics, reporting, and operational expectations.
• Utilize Walmart and Sam's Club systems, including Retail Link and Nova, to analyze POS, store/DC inventory, in-stock performance, replenishment trends, order activity, and other customer-specific operational data.
• Prepare for and lead recurring replenishment and operational performance discussions…