Brianna Wollak

About Brianna Wollak

I lead customer experience and order-to-cash operations in complex manufacturing environments, driving CX transformation through system adoption, process optimization, and cross-functional alignment.As Customer Experience Manager for U.S. Cheese Operations at Agropur, I lead a multi-plant CX team and played a key role in the SAP commercial implementation across seven manufacturing facilities, supporting adoption, training, and customer-impacting process readiness. My work focuses on building scalable CX operating models that improve visibility, service performance, and organizational accountability.I am deeply passionate about building winning cultures that enable sustainable change. By fostering psychological safety, trusted relationships, and clear operational structure, I help teams adopt new systems, processes, and ways of working that drive long-term performance improvement.Core strengths include:• CX transformation and operating model design• Change management and system adoption• ERP / SAP commercial implementation leadership• Order-to-cash process optimization• Cross-functional stakeholder leadership• Building high-performing, high-trust teams

Experience

1. Customer Experience Manager - Us Cheese Operations

   Agropur

   Mar 2023 — Present

   As Customer Experience Manager for Agropur’s U.S. Cheese Business Unit, I lead Customer Experience operations supporting a $2B business across multiple manufacturing facilities. I am responsible for aligning customer experience, order management, and cross-functional execution to deliver reliable, efficient service in a complex B2B environment.In this role, I partner closely with Sales, Operations, Logistics, Quality, Planning, and Finance to improve the end-to-end customer journey, drive process standardization, and increase visibility across commercial and production teams. My focus is on building scalable CX operations that balance customer needs with operational realities, while continuously improving responsiveness, accuracy, and overall service performance.I lead and develop a high-performing CX team, with an emphasis on accountability, strategic thinking, and cross-functional collaboration.SAP Transformation Leadership (2023–2025)In parallel to leading CX operations, I was selected to help lead the commercial implementation of SAP across seven manufacturing plants, supporting a multi-phase ERP transformation.I played a key role in shaping Order-to-Cash processes, driving adoption, and ensuring a seamless transition for both internal teams and customers by:Leading Order-to-Cash process design aligned to SAP functionalityDriving training and change management across customer-facing teamsLeading customer-facing documentation and communication strategiesSupporting go-live execution and hypercare troubleshooting across plant rolloutsThis work strengthened operational alignment across commercial and manufacturing teams while improving process consistency, system adoption, and long-term scalability.

Education

• University of Phoenix

  Business/Corporate Communications

  2008 — 2010

• Pikes Peak State College

  Liberal Arts

  2002 — 2004

Skills

• Outlook
• Continuous Improvement
• Project Planning
• Sales Operations
• Customer Service
• Process Improvement
• Microsoft Office
• Sales
• Public Speaking
• Strategic Planning
• Manufacturing
• Conflict Resolution
• Management
• Team Building
• Microsoft Excel
• Powerpoint
• Training
• Logistics
• Customer Satisfaction
• New Business Development
• Budgets
• Microsoft Word
• Team Leadership
• Negotiation
• Teamwork
• Event Planning
• Account Management
• Leadership
• Product Development