Customer Operations Manager

Customer Operations Manager

Who We Are

Parenting isn’t picture-perfect. It’s messy, hilarious, exhausting, and life-changing - sometimes all before noon. That’s where we come in.

Founded in 2014 by our CEO Chelsea Hirschhorn, Frida was built to make the raw reality of parenting a little easier to navigate (and a lot less overwhelming). It all started with one legendary snot-sucker - the NoseFrida - and has grown into a 200+ product lineup that supports families through every stage: from fertility and postpartum recovery to baby care and beyond.

We don’t shy away from the stuff no one else wants to talk about - nipple pain, diaper blowouts, or the emotional rollercoaster that comes with keeping a tiny human alive. We call it like it is, solve the problems that actually matter, and build products that help parents feel seen, supported, and totally capable.

You can now find Frida products in 50+ countries and thousands of stores across the U.S., from the biggest national retailers to your neighborhood grocery aisle.

Under Hirschhorn’s leadership, Frida has become a category leader by challenging taboos, championing honesty, and supporting families at every stage of parenthood and beyond, earning acclaim on TIME's 100 Most Influential Companies, TIME Best Inventions, Fast Company Most Innovative Companies and Fast Company Brands That Matter. But the real win? Knowing we’re helping parents everywhere feel a little more human and a little less alone.

How You Will Make an Impact

Frida is seeking a Customer Operations Manager to serve as the operational lead supporting our Walmart business. In this highly cross-functional role, you’ll own the day-to-day execution of Walmart’s supply chain operations, partnering closely with Sales, Demand Planning, Supply Planning, Logistics, Customer Service, and Walmart’s replenishment teams to ensure best-in-class execution. You’ll proactively identify operational risks, optimize inventory performance, and drive cross-functional initiatives that strengthen one of Frida’s most strategic retail partnerships.

Responsibilities to include:

Retailer Customer Operations

• Own the day-to-day operational execution of the business, serving as the primary supply chain partner and key point of contact for retailer replenishment and operations teams.
• Build trusted relationships through recurring business reviews and operational meetings to identify opportunities to improve service levels, inventory health, and overall supply chain performance.
• Partner closely with the Sales team to support new item launches, promotional events, assortment changes, modular resets, and seasonal business initiatives.
• Monitor purchase order activity, replenishment, and inventory flow to ensure timely fulfillment, resolve execution issues, and maintain strong in-stock performance across the retailer business.

Inventory & Supply Chain Performance

• Monitor and optimize key performance metrics including In Stock %, OTIF, Fill Rate, Weeks of Supply, Inventory Health, GMROII, and Forecast Accuracy.
• Analyze retailer and internal supply chain data to identify emerging risks, uncover performance trends, and develop action plans that improve inventory availability and customer service.
• Partner with Demand Planning and Supply Planning to improve forecast accuracy, inventory availability, and replenishment execution.

Cross-Functional Leadership

• Act as the operational bridge between the retailer and internal teams, translating customer needs into actionable plans and ensuring alignment across the organization.
• Lead cross-functional initiatives involving Sales, Planning, Logistics, Customer Service, Marketing, and Operations to resolve supply chain challenges, improve execution, and support customer commitments.
• Drive accountability across stakeholders to ensure timely resolution of operational issues and successful execution of key business initiatives.

Operational Excellence & Continuous Improvement

• Identify opportunities to improve reporting, streamline processes, and increase visibility across Walmart’s supply chain operations through data-driven insights.
• Develop and implement scalable reporting, tools, and process improvements that increase efficiency, reduce costs, and strengthen retailer relationships.

What You Will Need

• Bachelor’s degree in Business, Supply Chain Management,, or a related field.
• 5+ years of experience in customer operations, supply chain, logistics, or retailer-facing operations within a CPG or consumer products environment.
• Experience supporting large national retailers in customer operations, replenishment, order management, customer supply chain, or sales operations is strongly preferred.
• Strong understanding of retail replenishment, inventory management, forecasting, and supply chain execution.
• Proven ability to analyze complex data and translate insights into actionable business recommendations.
• Experience partnering cross-functionally with Sales, Demand Planning, Supply Planning, Logistics, Customer Service, and Operations.
• Strong ownership mindset with a track record of driving projects, improving processes, and delivering results.
• Advanced Excel skills required; experience with Power BI, Tableau, ERP systems, and retailer reporting tools is preferred.
• Excellent communication, relationship-building, and problem-solving skills.
• Six Sigma or continuous improvement experience is a plus

Who You Will Work With

Frida is an organization that values collaboration and community. As the Customer Operations Manager, you will work closely with Sales, Demand Planning, Supply Planning, Logistics, Customer Service, and Operations.

Why You Will Love Working at Frida

We offer a comprehensive and thoughtfully designed benefits package to support our employees:

• Robust health benefits including:
• Comprehensive medical, vision, and dental plan options
• Employer paid life insurance
• Supplemental insurance options including Accident Insurance, Short-Term Disability and Long-Term Disability, Cancer Coverage, and more
• FSA & HSA
• 401k matching up to 4% with immediate vesting
• Generous paid time off program including elective PTO days, federal holidays, sick/wellness days, floating holidays, and a birthday day off!
• Pregnancy and parental leave
• Weekly wellness programming in-office
• 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

EEO

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.

Privacy Policy

By applying for this position, you acknowledge and understand that your information will be used as described in Frida's Job Applicant Privacy Policy: https://frida.com/pages/fridababy-job-applicant-privacy-policy

Agency and Third-Party Submissions

Please note this is a direct search led by Frida. Applications from agencies and other third parties will not be accepted, nor will fees be paid for unsolicited resumes.

Fraud Disclaimer

Fridababy LLC will never request personal information (i.e. Social Security number, bank account, or payment of any kind) during the application or recruitment process. Fridababy LLC will only contact you through verified methods, not unofficial platforms such as WhatsApp, Telegram, or personal email accounts. All legitimate communication will come from an official @frida.com or @fridababy.com email address or through our verified recruiting partners.

If you receive any suspicious outreach claiming to represent Fridababy LLC, please report it to [email protected] or [email protected]. Your safety and privacy is our priority.