Customer Operations Manager

Who We Are

Frida is more than a brand built to support parents. We get parents. We know all about the often unbelievable realities of parenthood, because we’ve been in the trenches. Over the last 9 years, we’ve dedicated ourselves to developing the tools (and sometimes the tips, too) that help simplify parenting - and it all started with snot. Since the launch of our cult-favorite NoseFrida, The SnotSucker, we’ve innovated and launched over 100 products that provide quick and easy solutions to age-old parenting problems. We also launched Frida Mom in 2019, with products to help women with the transition through the fourth trimester into motherhood. Today, Frida holds over a 70% share of its main category, and our products can be found in over 50+ countries and in over 40,000 stores throughout the US - in every retail channel from mass-market, grocery, chain drug, and specialty stores. For 9 years, we’ve had parents’ backs as they navigate the parts of parenthood you don’t usually see on the ’gram with honest and raw messaging to provide the answers to questions they didn’t even know they had. And, we’re just getting started.

How You Will Make an Impact

Frida is seeking a highly skilled Customer Operations Manager to join our dynamic sales planning team. In this pivotal role, you will manage retailer supply chain processes and metrics. We’re looking for a key member of the sales planning team with effective capacity/demand planning skills, supply chain expertise, and a robust collaborative approach towards problem solving.

Responsibilities to include:

• Retail Partner Collaboration: Build and maintain relationships with retailer replenishment and operations teams through regular meetings, aiming to pinpoint and capitalize on opportunities for growth.
• Key Performance Indicators (KPIs): Improve supply chain processes for retailers to achieve or surpass goals such as in-stock levels, weeks of supply, Gross Margin Return on Inventory Investment (GMROII), and On-Time In-Full (OTIF) metrics.
• Risk Management: Proactively identify and address retail supply chain risks, including inventory shortages and transportation disruptions, by leading cross-functional teams to devise and implement solutions.
• Sales and Operations Coordination: Serve as a liaison between sales and operations departments, ensuring a harmonious balance of internal and external supply chain requirements.
• Retail Merchandising: Manage the optimization and implementation of retail merchandising, collaborating with marketing, sales, and operations to ensure timely and complete delivery of merchandising materials.
• Strategic Planning and Optimization: Collaborate with operations to develop and implement supply chain strategies to enhance efficiency, reduce costs, and improve overall performance.

What You Will Need

• Bachelor's degree in Business, Engineering, Supply Chain Management, or related field
• 5+ Years supply chain or project management, technical customer support or related experience
• Strong ownership, action driven, and discipline in establishing and improving processes
• Proven expertise in advanced supply chain modeling techniques (optimization algorithms, simulation, machine learning)
• Strong analytical skills and proficiency in data analysis and visualization tools
• Exceptional problem-solving, communication, and leadership abilities
• Six Sigma will be an asset

Who You Will Work With

Frida is an organization that values collaboration and community. As the Customer Operations Manager, you will work closely with the Sales, Operations, and Marketing teams.

Why You Will Love Working at Frida

• Robust health benefits including:
• Comprehensive medical, vision, and dental plans
• Employer paid life insurance
• Supplemental insurance options including Accident Insurance, Short-Term Disability and Long-Term Disability 
• FSA & HSA
• 401k matching up to 4% with immediate vesting.
• Generous paid time off program including elective PTO days, federal holidays, sick/wellness days, and a birthday floater.
• Flexible paid pregnancy and parental leave.
• Weekly wellness programming designed to maximize personal time and minimize time spent investing in personal care outside of work hours. This includes a variety of programming such as in-office manicures & pedicures, blowouts, massages, and carwash services.
• Dog friendly office - feel free to bring your best buddy with you to work! 
• Learning & development opportunities for professional and personal growth
• Company-wide events & outings. Team engagement is at the center of our culture. This ranges from small department-specific teambuilding or informal outings to our annual Fam Jam family carnival that celebrates the people in your life who support you in bringing your best self to work each day. We also host an annual Day of Service to support our local Miami community, and provide a variety of volunteer opportunities throughout the year that support our mission to serve parents and children.
• Exclusive employee product discounts.

Frida provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected Veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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