Director of Customer Experience

Director of Customer Experience


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

EEO Notice


Vaco by Highspring is an Equal Opportunity Employer 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 federal, state or local law.


Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact View email address on click.appcast.io .


Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal .

Representation Notice


By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

For residents of Ontario, Canada: Based on Highspring's discussions with its Client, Highspring's understanding is that this position for employment is a current vacancy (either through Highspring as a contractor or with the client directly).

Privacy Notice


Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "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 may access our policies here .

Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here ( ). 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;
• 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.