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Job description
Direct Hire | Onsite Downtown LA (flex for the right candidate) | $150,000 - $200,000 + Bonus
Our client, a growing food distribution company, is seeking a Director of Customer Experience to build and lead a newly created function overseeing Customer Service, Sales Support, and Marketing. This is a high-impact leadership opportunity for someone who thrives in building processes, creating structure, and shaping the overall customer experience strategy.
Overview
Reporting directly to the VP of Sales, this individual will be responsible for developing and executing the company's customer experience vision while leading a team of approximately 13 employees. The ideal candidate is a strategic builder who has successfully created customer experience programs, KPIs, and process improvements from the ground up.
Key Responsibilities
Lead Customer Service, Sales Support, and Marketing functions under a unified customer experience strategy
Develop and implement KPIs, reporting dashboards, and performance metrics
Build processes, SOPs, and scalable operational frameworks
Drive customer retention, satisfaction, and overall experience initiatives
Identify opportunities to improve service delivery and customer interactions
Establish accountability, reporting cadence, and measurable performance standards
Partner cross-functionally with Sales, Operations, IT, and leadership teams
Lead, mentor, and develop a growing customer-facing team
Oversee marketing initiatives and customer engagement programs
Evaluate technology and process improvements that enhance the customer journey
Qualifications & Requirements
8+ years of leadership experience within Customer Experience, Customer Success, Customer Service, Client Services, or Commercial Operations
Proven experience building a customer-focused function, process, or framework from scratch
Strong experience creating KPIs, dashboards, reporting, and operational metrics
Experience managing and developing customer-facing teams
Background within B2B environments preferred
Experience within distribution, foodservice, consumer products, manufacturing, wholesale, or other tangible product industries strongly preferred
Strategic mindset with the ability to execute and drive change
Strong analytical, problem-solving, and communication skills
Bachelor's degree preferred but not required
Bilingual Spanish is a plus, but not required
Why Consider This Opportunity?
Newly created leadership role with significant influence on company growth
Opportunity to build and shape an entire customer experience function
Highly visible position reporting directly to executive leadership
Competitive compensation package with bonus potential
Flexible on-site schedule considerations for the right candidate
Covered parking
Growing organization focused on long-term success over urgent hiring timelines
Equal Opportunity Notice
Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") are committed to the full inclusion of all qualified individuals and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by applicable law. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if an accommodation is needed to participate in the job application or interview process, please contact . Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
For residents of Ontario, Canada only: to the extent the position for employment is not with Highspring or not otherwise noted as vacant above, candidate should be informed that this role is to replace a presently employed person at Vaco by Highspring's client.
Privacy Notice
Vaco by Highspring respects your privacy and are committed to providing transparent notice of our policies.
California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here
Virginia residents may access our state specific policies here
Residents of all other states may access our policies here
Canadian residents may access our policies in English here and in French here
Residents of countries governed by GDPR and UK GDPR may access our policies here
More details about Vaco by Highspring's use of AI can be found here ( Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
the individual's skill sets, experience and training;
licensure and certification requirements;
office location and other geographic considerations; and
other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses and/or participation in medical, dental, and vision benefits as well as the company's retirement plan (or similar retirement benefits).
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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.