Head of Customer Experience & Growth

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

Benefits offered by this job

Competitive compensation

Bonus opportunity

Comprehensive benefits

Covered parking

Job summary

Los Angeles, CA is seeking a Director of Customer Experience to build and lead an enterprise-wide CX function overseeing Customer Service, Sales Support, and Marketing. This is a strategic, hands-on role focused on driving retention, revenue growth, and organizational alignment without acting as a traditional call-center leadership position.

The ideal candidate will build the strategy from the ground up, implement meaningful KPIs, and leverage data, CRM, ERP, and AI initiatives to deliver

Qualifications

• 8+ years leadership in CX, CS, or related function.
• Proven success transforming customer-facing organizations, processes, or strategies.
• Strong use of customer data, KPIs, and analytics to drive outcomes.

Responsibilities

• Build and lead a comprehensive Customer Experience organization across service, sales support and marketing.
• Drive retention and revenue growth by leveraging insights and cross-sell opportunities.
• Develop KPI-driven decision making with dashboards on retention, churn, CSAT, NPS, service levels, and growth.
• Champion technology, automation and AI initiatives to improve CX and efficiency.
• Lead cross-functional transformation with Sales, Operations, IT, Finance, and executives.

Skills

Leadership

Customer Experience

Data analytics

Cross-functional

Tools

CRM systems

ERP systems

Digital ordering

Job description

Los Angeles, CA is seeking a Director of Customer Experience to build and lead an enterprise-wide CX function overseeing Customer Service, Sales Support, and Marketing. This is a strategic, hands-on role focused on driving retention, revenue growth, and organizational alignment without acting as a traditional call-center leadership position.

The ideal candidate will build the strategy from the ground up, implement meaningful KPIs, and leverage data, CRM, ERP, and AI initiatives to deliver