Director of Customer Experience

Vaco by Highspring; Vernon (CA); On-site; USD 120,000 - 200,000; Full time

Benefits offered by this job

Covered parking

Flexible on-site schedule for theright

Job summary

Vaco by Highspring in Downtown LA is seeking a Director of Customer Experience to build and lead a new CX function overseeing Customer Service, Sales Support, and Marketing. Reporting to the VP of Sales, you will guide strategy, develop KPIs, and lead a ~13-person team. This onsite role offers a competitive package with bonus potential and flexible on-site scheduling for the right candidate.

Qualifications

• 8+ years of leadership in CX, CS, or related roles.
• Proven ability to build CX programs from scratch.
• Experience creating KPIs and dashboards.
• Experience managing customer-facing teams.
• B2B distribution/consumer products background preferred.
• Bachelor's degree preferred but not required.
• Spanish is a plus.

Responsibilities

• Lead Customer Service, Sales Support, and Marketing under a unified CX strategy.
• Develop KPIs, dashboards, and performance metrics.
• Build processes, SOPs, and scalable frameworks.
• Drive customer retention and satisfaction.
• Identify opportunities to improve service delivery and interactions.
• Establish accountability, reporting cadence, and measurable standards.
• Partner cross-functionally with Sales, Operations, IT, and leadership.
• Lead, mentor, and develop a growing customer-facing team.
• Oversee marketing initiatives and customer engagement programs.
• Evaluate technology and process improvements for the customer journey.

Skills

Leadership experience

Customer experience

KPI reporting

Team development

Cross-functional collaboration

B2B experience

Spanish (bilingual)

Education

Bachelor's degree preferred

Tools

CRM software

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 [e-mail] . 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 (https://www.highspring.com/ai-use-notices/). 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).