Customer Operations Manager

Company Description

BKON is a leader in coffee extraction technology, revolutionizing the future of cold coffee with its patented RAIN® (Reverse Atmospheric Infusion®) brewing process. BKON is innovating the future of cold coffee for brands that value flavor-conscious consumers. RAIN’s superpower is its ability to produce optimal flavor outcomes at high concentrations, enabling brands to deliver café-fresh drink experiences from shelf-stable packaged products. BKON's extraction expertise and partner-obsessed approach is helping catapult brands to cold coffee greatness.

Role Description

This is a full-time, on-site opportunity for a Customer Operations Manager. This role is the central hub between Sales, Production, Quality, and external co-packers, owning the end-to-end coordination of made-to-order customer orders from PO through delivery. This role is centered on planning, communication, and accountability across the full order lifecycle.

By connecting customer demand with internal and partner execution, the Customer Operations Manager enables the business to deliver high-quality products on time while improving efficiency across teams.

Key Responsibilities:

Order Management & Ownership

• Receive, review, and enter customer purchase orders
• Validate order details including product specifications, quantities, and timing
• Own and track the full order lifecycle through delivery

Production & Co-Packer Coordination

• Translate customer demand into actionable production requirements
• Partner with internal production teams to align on schedules, capacity, and priorities
• Coordinate with co-packers to manage production timelines, requirements, and order execution
• Monitor progress and proactively address risks to on-time delivery

Materials & Readiness

• Ensure all required materials (ingredients, packaging, labels) are available ahead of production
• Coordinate with suppliers and internal teams to resolve shortages or timing issues

Logistics Planning

• Determine shipment timing and requirements based on production completion and customer needs
• Coordinate shipment plans and ensure internal teams have clear direction for execution

Customer & Cross-Functional Communication

• Serve as a key point of contact for order status and updates
• Provide proactive communication regarding timelines, delays, or changes
• Act as liaison between Sales, Production, QA, and external partners to ensure alignment

Qualifications

• 3–7 years of experience in operations, supply chain, customer operations, or production coordination in a manufacturing environment
• Strong organizational and project management skills with attention to detail
• Ability to manage multiple priorities in a fast-paced setting
• Excellent communication and cross-functional collaboration skills
• Proficiency in Excel and order management or ERP systems

Preferred Experience

• Food & beverage, CPG, or regulated manufacturing environments
• Experience working with co-packers or contract manufacturing partners
• Familiarity with production scheduling and order fulfillment workflows

Key Attributes for Success

• Highly proactive and solutions-oriented
• Strong sense of ownership and accountability
• Comfortable operating in a hands-on, evolving environment
• Able to balance detail orientation with big-picture coordination

Compensation

• $65K-$75K, depending upon experience
• Health, dental & vision
• PTO plan