Senior Manager, Customer Service

Senior Manager, Customer Service

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.

Why You'll Love Working at Torani: 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.

Success Factors (First 12-24 Months)

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, processes, and systems that support Customer Service. You ensure Customer Service requirements and priorities are consistently represented in discussions regarding Oracle, reporting, workflow automation, customer portals, and future order management enhancements. In partnership with IT and other functions, you help define business requirements, prioritize improvements, support implementation, and lead the team through successful adoption. As a result, the organization is better positioned to improve service, manage growth, and successfully adopt new technologies and ways of working.

Cross-Functional Business Leadership: You've become a trusted partner across Sales, Supply Chain, Finance, Quality, and IT. You bring the voice of the customer into decisions while balancing inventory, capacity, cost, quality, and operational constraints. You clarify roles, decision rights, and handoffs across the end-to-end process and help teams align practical solutions that serve both customers and Torani. You remind us that success isn't just about what we achieve it's how we feel doing it, and you make sure it's fun along the way.

What You'll Bring

• Bachelor's degree in Business, Supply Chain, Operations, or a related field, or equivalent relevant experience.
• 10+ years in customer service, customer operations, or order management, including 5+ years managing teams, coaching leaders, and leading through change
• Experience with ERP and order management systems, including supporting process and system enhancements; familiarity with Oracle, EDI, and customer portals is preferred
• Strong knowledge of order-to-cash processes and customer requirements in a high-volume food, beverage, consumer goods, manufacturing, or distribution environment
• A track record of using KPIs, standard work, and root-cause problem-solving to improve service, increase order accuracy, and prevent recurring issues.
• Strong communication and influencing skills, with the ability to align cross-functional partners and navigate complex customer and business issues.

Why People Love Working Here

• Become an owner. Every regular team member participates in Torani's Employee Stock Ownership Plan (ESOP), giving you the opportunity to share in the long-term success you're helping create. Profit Sharing, an annual bonus, and a 401(k) company match are just a few of the additional ways we celebrate and reward that success together.
• Growing with purpose. For more than 35 years, Torani has grown year after year. That growth creates opportunities to build new skills, work with new technologies, and take on new challenges to keep building our business.
• Better together. We work across teams, solve problems together, and support one another through both successes and setbacks.

More to Love

• Healthcare that's fully covered. We pay 100% of medical, dental, and vision premiums for our team members.
• Celebrate together. From Company Day and cultural heritage celebrations to team lunches and milestone celebrations, we make time to connect and celebrate.
• The perks are pretty delicious. Enjoy unlimited Italian sodas, flavored lattes, and plenty of opportunities to taste the products we're creating together.
• And, of course, the essentials. Competitive pay, paid time off, and a comprehensive benefits package to support you.

Work Location: San Leandro, 5 days on site at Torani North Beach Distribution Center.