Director of Customer Experience Transformation

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

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