Senior Manager, Customer Service

Position:Senior Manager, Customer Service

Location: San Leandro, CA

We're looking for a strategic, people-first Senior Manager, Customer Service, to lead the team at the center of Torani's customer experience. As Torani grows toward becoming a $1B business, this leader will build the talent, strengthen the processes, tools, and operating rhythms needed to deliver responsive, accurate, and scalable service.

This is a high-impact role for a leader who can translate customer needs into operational improvements, strengthen first-time quality, improve issue resolution, and create visibility to service performance. You will lead customer service and order management from order entry through delivery follow-up and ensure the process is fun and easy for our customers. With your help, Torani can anticipate customer impacts, make deliberate tradeoffs, and embrace continuous improvement through service experiences.

In addition, you will play a key role in shaping Torani's future order management process and systems, helping move the team from manual work to technology-enabled customer support.

At Torani, we flavor more than just drinks - we flavor lives. As a proud Certified B Corporation, we’re committed to using business as a force for good. You’ll be part of a team that leads with heart, lifts each other up, and works together to build something bigger. We’re growing fast, and we want people who grow with us, people who lead with purpose, learn with curiosity, and love what they do.

Talent & Team Development: You’ve built an engaged, capable, and accountable Customer Service team with clear roles, priorities, expectations, and development plans. You coach leaders and team members, strengthen bench capability, and create an environment where people take ownership, collaborate effectively, and grow with the business. You’ve partnered in the design of new processes and systems, and successfully led the team through changes in responsibilities, and technology-enabled ways of working.

Customer Experience & Trusted Partnership: You’ve elevated the end-to-end customer experience, from customer order receipt through delivery, by strengthening service, responsiveness, and issue resolution. Through clear communication and consistent follow-through, customers and Sales partners know what to expect, particularly when plans change. Customers experience Torani as a responsive, reliable, and trusted partner that is easy and fun to work with.

End-to-End Order Management Excellence: You’ve strengthened the end-to-end order management process, so orders are entered, validated, prioritized, released, fulfilled, and supported accurately. You’ve established clear standard work, controls, ownership, handoffs, and escalation paths across the order lifecycle. These improvements have strengthened first-time quality and reduced preventable errors, manual touches, repeat contacts, returns, deductions, and downstream disruption.

Service Performance & Proactive Exception Management: You've established a practical service management system with clear KPIs, daily and weekly operating rhythms, and ownership for exceptions. The team can identify risks early, prioritize the right customers and orders, coordinate action across functions, and communicate decisions with clarity. You use service insights and root-cause analysis to reduce recurring failures and continuously improve fill rate, perfect-order performance, and the overall customer experience.

Systems, Data & Scalable Processes: Through ongoing feedback, practical insights, and strong cross-functional collaboration, you've helped drive continuous improvement in the tools,…