Director of Customer Experience

Vaco; Vernon (CA); On-site; USD 165,000 - 200,000; Full time

Benefits offered by this job

Bonus opportunity

Comprehensive benefits

Covered parking

Job summary

Vaco in Los Angeles, CA is seeking a Director of Customer Experience to build and lead an enterprise-wide CX function. This role oversees Customer Service, Sales Support, and Marketing to improve retention, revenue growth, and cross-functional alignment.

Ideal candidate will design strategy from scratch, establish KPIs, use data to drive decisions, and lead transformation across departments while leveraging CRM, ERP, and digital ordering tools.

Qualifications

• 8+ years leading customer-facing orgs such as CX, CS, or Sales Ops.
• Proven track record transforming customer-focused processes or strategies.
• Strong use of customer data, KPIs, and analytics to drive decisions.
• Ability to connect CX initiatives to revenue, retention, and engagement.
• Experience driving cross-department change in fast-growing firms.

Responsibilities

• Build and lead a comprehensive Customer Experience organization across CS, Sales Support, and Marketing.
• Drive customer retention and revenue growth by leveraging insights and cross-sell opportunities.
• Develop KPI-driven decision making with dashboards for churn, CSAT, NPS, and performance.
• Champion technology, automations, and AI initiatives to improve CX and efficiency.
• Lead cross-functional transformation with Sales, Ops, Finance, IT, and executives.

Skills

Leadership experience

Data & KPI analytics

Cross-functional collaboration

Revenue impact focus

Change management

Job description

Director of Customer Experience

Los Angeles, CA | Onsite

Our client, a rapidly growing private equity-backed foodservice and produce distributor is seeking a strategic and transformational Director of Customer Experience to build and lead an enterprise-wide customer experience function. This newly created leadership role will oversee Customer Service, Sales Support, and Marketing while driving customer retention, revenue growth, technology adoption, and organizational alignment across the business.

This is not a traditional Customer Service leadership role. We are NOT looking for Call Center Directors or Managers.

The ideal candidate is a builder who can create strategy from the ground up, establish meaningful KPIs, leverage data and technology, and turn customer insights into measurable business outcomes.

Key Responsibilities

• Build and lead a comprehensive Customer Experience organization, developing the strategy, operating model, processes, and performance standards across Customer Service, Sales Support, and Marketing.
• Drive customer retention and revenue growth by leveraging customer insights, identifying cross-sell and upsell opportunities, increasing share of wallet, recovering at-risk accounts, and partnering closely with Sales to maximize customer lifetime value.
• Develop and implement KPI-driven decision making, establishing metrics and dashboards related to customer retention, churn, CSAT, NPS, service levels, account growth, and operational performance to drive continuous improvement.
• Champion technology, automation, and AI initiatives by evaluating and implementing CRM, ERP, digital ordering, reporting, and workflow solutions that improve the customer experience and increase operational efficiency.
• Lead cross-functional transformation efforts, partnering with Sales, Operations, Finance, IT, Supply Chain, and executive leadership to align teams around a unified customer strategy while mentoring and developing high-performing customer-facing talent.

Qualifications

• 8+ years of leadership experience in Customer Experience, Customer Success, Customer Operations, Sales Operations, or a related function.
• Demonstrated success building, transforming, or significantly improving customer-facing organizations, processes, or strategies.
• Strong experience using customer data, KPIs, and analytics to influence business decisions and drive measurable results.
• Proven ability to connect customer experience initiatives to revenue growth, retention, profitability, and customer engagement.
• Experience partnering across multiple departments and leading change in fast-paced, growth-oriented organizations.

Ideal Candidate

The successful candidate is a strategic yet hands-on leader who thrives in ambiguity, enjoys building from scratch, and can effectively balance customer satisfaction with commercial outcomes. Experience in distribution, foodservice, wholesale, manufacturing, hospitality, or other relationship-driven B2B industries is highly preferred.

Why Join?

• Newly created executive-level leadership role with significant visibility
• Opportunity to build and shape the Customer Experience function from the ground up
• Direct impact on customer retention, revenue growth, and company strategy
• Growing, PE-backed organization with continued expansion plans
• Competitive compensation, bonus opportunity, comprehensive benefits, and covered parking

Fully onsite

$165-200,000

No relocation offered

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. 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.

EEO Notice

Vaco by Highspring is an Equal Opportunity Employer 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 federal, state or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [e-mail].

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.