Director of Customer Experience & Growth Transformation

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

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.