Director of Customer Experience - ASAP

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

Benefits offered by this job

Comprehensive benefits

Covered parking

Bonus opportunity

Job summary

Vaco by Highspring, a rapidly growing PE-backed distributor, seeks a strategic and transformational Director of Customer Experience to build and lead an enterprise-wide CX function overseeing Customer Service, Sales Support, and Marketing.

This is not a traditional Call Center role; you will create strategy from scratch, establish KPIs, leverage data and technology, and drive revenue growth and retention. Fully onsite in California, with a compensation range of $165,000–$200,000.

Qualifications

• 8+ years of leadership in Customer Experience or related function.
• Proven ability to build or transform customer-facing organizations.
• Strong use of data, KPIs, and analytics to influence decisions.
• Experience linking CX initiatives to revenue growth and retention.
• Experience partnering across departments and leading change in growth environments.

Responsibilities

• Build and lead a comprehensive Customer Experience organization across Customer Service, Sales Support, and Marketing.
• Drive customer retention and revenue growth by leveraging insights and cross-sell opportunities.
• Develop KPI-driven dashboards and metrics for retention, churn, CSAT, NPS, and operational performance.
• Champion technology, automation, and AI initiatives including CRM and ERP implementations.
• Lead cross-functional transformation efforts across Sales, Operations, Finance, IT, and Supply Chain.

Job description

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 strategyGrowing, PE-backed organization with continued expansion plans
• Competitive compensation, bonus opportunity, comprehensive benefits, and covered parking

Fully onsite

$165-200,000

No relocation offered

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.