Customer Experience Director

Vaco Recruiter Services; Los Angeles (CA); On-site; USD 160,000 - 200,000; Full time

Job summary

Vaco Recruiter Services is partnering with a growing food distribution company in Los Angeles to appoint a Director of Customer Experience. This leader will drive the transformation of the customer journey across Customer Service, Sales Support, and Marketing, building scalable processes and a high-performance team.

You will develop strategy, KPIs, and dashboards to boost retention and satisfaction, and collaborate with Sales, Operations, IT and Leadership to leverage technology and AI for

Qualifications

• 8+ years of leadership experience in CX, Customer Service, or related functions.
• Proven success building CX programs, KPIs, and team structures from the ground up.
• Experience leading CX or call center in a B2B environment.
• Background in distribution/foodservice/manufacturing preferred.
• Bachelor's degree preferred; equivalent experience considered.

Responsibilities

• Lead and unify Customer Service, Sales Support, and Marketing teams (13+ employees).
• Develop and implement CX strategies, service standards, KPIs, dashboards, and reporting.
• Streamline and optimize customer-facing processes including order management and onboarding.
• Own the brand experience across all customer touchpoints and communications.
• Partner with Sales, Operations, IT, and Leadership to leverage tech, automation, and AI.

Skills

Leadership

Customer Experience

Strategy development

Cross-functional collaboration

KPIs & dashboards

AI-driven solutions

Education

Bachelor's degree

Job description

Director of Customer Experience

A growing and stable food distribution company is looking for a strategic and hands-on Director of Customer Experience to lead and transform the customer journey across Customer Service, Sales Support, and Marketing.

This newly created leadership position will be responsible for developing the structure, strategy, processes, technology, and team performance needed to create a best-in-class customer experience while supporting the company's continued growth.

This is an ideal opportunity for a proven builder who thrives in creating scalable processes, implementing KPIs, leveraging technology and AI, and driving customer retention and brand loyalty in a B2B distribution environment.

Key Responsibilities

• Lead and unify Customer Service, Sales Support, and Marketing teams (13+ employees) while building a customer-centric culture focused on responsiveness, accountability, and operational excellence.
• Develop and implement customer experience strategies, service standards, KPIs, dashboards, and reporting to measure customer satisfaction, retention, response times, order accuracy, and overall business impact.
• Streamline and optimize customer-facing processes, including order management, communication workflows, customer onboarding, inventory visibility, order recaps, and issue resolution.
• Own the company's brand experience across all customer touchpoints, including social media channels, customer communications, marketing initiatives, and customer engagement programs.
• Partner cross-functionally with Sales, Operations, IT, and Leadership to leverage technology, automation, and AI-driven solutions that enhance the customer experience and support scalable business growth.

Qualifications

• 8+ years of leadership experience in Customer Experience, Customer Service, Commercial Operations, or a related function.
• Proven success building customer experience programs, processes, KPIs, and team structures from the ground up.
• Experience leading customer service or call center environments within a B2B organization.
• Background in distribution, foodservice, consumer products, manufacturing, or other tangible-goods industries preferred.
• Bachelor's degree preferred; equivalent experience will be considered.

Compensation

$160,000 - $200,000 base salary + performance-based bonus

The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.