Location(s):

United States of America

City/Cities:

TAMPA

Travel Required:

00% - 25%

Relocation Provided:

No

Job Posting End Date:

June 30, 2024

Shift:

Job Description Summary:

The Senior Manager, Service Operations (SOM) is responsible for managing the configuration and execution of the service strategy for an assigned geography of ~40 service providers with an annual spend of ~$30MM. Primary focus includes service provider capability, capacity and performance management to support reactive and scheduled service. The SOM is responsible for working closely with the Bottling Organization and the 3rd party service partners along with cross functional teams including Equipment and Customer Service teams to drive consistent service performance and execution. The SOM is also responsible to ensure proper cost management and market service strategies to achieve our goal of becoming our Customer's most valued partner.

What You’ll Do for Us

Develop and execute multi-year equipment services strategy with service network that includes next generation requirements and capabilitiesLead performance management program with providers to include SLA analysis, identification of opportunity areas, corrective action plans, fields audits, etc. including decisions to move service & install responsibility for optimum service configurationIssue resolution for customer escalations/issues for reactive service calls or installation activitiesConduct annual and long-term joint business planning with senior leaders of Tier 1 providers/bottlers.Support the planning and execution of innovation (equipment, parts, tools, etc.) with provider network (conduct assessment, support activation and training, issue resolution)Conduct annual service provider review of end-to-end performance and annual rate negotiation for the following yearSupport the planning and execution of key customer initiatives/projects (align with account team, ensure capability and capacity exists, audit performance, ensure issue resolution)Develop and administer annual service level agreements (SLAs) on key performance and costs metrics and with the service network

Qualifications & Requirements

Bachelor’s Degree Required (OR Equivalent Experience)Previous customer experience in sales or operations role4+ years of operational management experience (service operation management preferred)2+ years of general Operations experience1-2 years of Project Management experience

Functional Skills

Lead service performance management through conducting regular business reviews with bottler VPs of cold drink/service and owners of independent service providers to advance the relationship, influence decisions and drive service performance.Provide general management of fountain service and installation in assigned geography through assessing and developing capabilities and capacities in bottler and independent service providers through influencing, mentoring and collaboration.Develop joint venture business plans with Bottler and ISP management based on collaborating for value to find common ground and win-win scenarios that drive long term value to our service providers resulting in best in class customer service to North America Operating Unit (NAOU) fountain customers.Strong financial acumen for the determination and negotiation of annual service rates with all service providers that minimizes NAOU cost to serve and drive best in class customer service.

What We Can Do for You

Large & Connected Network: Ability & exposure to cross-functional connected teams across the country & globe allow you to enhance and maintain global connections that allow us to move faster and learn from others.Innovative Technology:  We utilize and lead the market with our large supply chain network and state-of-art technology we use each day.

Skills:

Account Management, Business Development, Business Planning, Communication, Consultative Sales Management, Contracts, Customer Relationship Management (CRM), Decision Making, Forecasting Process (Inactive), Leadership, Marketing, National Account Sales, Negotiation, Pitch Presentations, Sales Forecasting, Sales Management, Sales Process, Teamwork

Pay Range:

$116,500 - $145,800

Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

Annual Incentive Reference Value Percentage:

15

Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.

Our Purpose and Growth Culture:

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.