Founded in 1984, Best Formulations LLC, a diversified nutraceutical and personal care company headquartered in City of Industry, California, is a contract manufacturer of thousands of branded SKUs, including high quality nutritional supplements including softgels, tablets, capsules, powders, teas, dietary supplements, and vegetarian softgels.
About the role:
We are a trusted partner to our customers when it comes to innovation and have one of the strongest R&D, product formulation and technical teams in the industry. We are recognized as the leader in plant-based softgel innovation and our ability to encapsulate difficult formulas. We seek out innovation across our entire business and pass that knowledge and expertise to our customers.
As Head of Customer Operations, you will lead customer service, project management, and operational improvement across the Americas business unit. This pivotal VP-level role is responsible for building high-performing teams, driving customer satisfaction, and leading cross-functional collaboration across Sales, R&D, Supply Chain, and Logistics. You’ll be a critical change agent—bringing agility, innovation, and leadership to meet evolving market demands.
How will you contribute:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions. Essential job functions and duties include, but are not limited to:
- Lead and oversee Customer Service and Customer Operations teams to ensure high-quality service delivery.
- Manage end-to-end order processing, fulfillment, and logistics to drive operational efficiency.
- Support Inside Sales in managing small to mid-sized customers, driving revenue growth.
- Continuously improve customer retention and satisfaction through proactive service enhancements.
- Collaborate with Sales, Logistics, and Supply Chain to align operations with business objectives.
- Identify and implement process improvements to streamline order fulfillment and reduce response times.
- Develop and track KPIs for customer service performance, ensuring continuous improvements.
- Optimize customer interaction channels to enhance communication and service levels.
Minimum Requirements/Qualifications:
- 10+ years in Customer Service, Operations, or Project Management
- 5+ years in a leadership capacity managing cross-functional teams
- Strong background in nutraceuticals, OTC, pharma, or related industries
- Proficiency with ERP (SAP, Process Pro), Microsoft Office, and CRM tools
- Bachelor's in Business, Operations Management, or related field; MBA is a plus
Work Environment:
- May involve exposure to allergens such as Soy, Wheat, Fish, Shellfish, Milk, Egg, Tree Nuts and Sesame.
What Best Formulations can offer you:
- 401(k) with company match
- Tuition reimbursement
- Medical/Dental/Vision/Pet Insurance
- Health & Wellness programs
- Generous time off for vacations
More about us:
As a valued strategic partner, Best Formulations offers a comprehensive program of services, turnkey solutions, and client support that is unmatched in the industry. Our product development team can provide customized, proprietary formulations designed specifically to meet the needs of our customers and their method of distribution. Our vertically integrated manufacturing and packaging process allows us to schedule flexible production runs to respond quickly to shifting market demands. Every step of the way, we are committed to your growth and success!
"To develop and strengthen mutually beneficial relationships with our employees, customers, and business partners by providing the highest quality products and the Best customer service. Together We Grow!"
This position is currently classified as on-site at our City of Industry Corporate location.
Base Salary Range: $198,000 - $258.000 per year, based on candidate professional experience level. Employees are eligible to participate in Medical, Dental, Vision, Life Insurance, 401(k), Holidays, Vacation, Tuition Reimbursement Program.
The final salary offered for this position may take into account a number of factors including, but not limited to, location, skills, education, and experience.
In accordance with the CO Equal Pay Act, Colorado Applicants Are Not Permitted to Apply.
The Company reserves the right to modify, update, change and/or make corrections to this job description, at the sole discretion of senior management, at any time during the employee’s employment term, at the sole discretion of management.
EEO Statement
Best Formulations is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Best Formulations will work with applicants to meet accommodation needs that are made known to Best Formulations in advance.
**Please no external recruiters**
