Vice President of Customer Experience

Job Description

Job Description

Description:

At izzio Artisan Bakery, we believe great bread starts with great ingredients—and great people. As the #1 selling and fastest-growing sourdough brand, we craft our bread in small batches using time-honored techniques, simple ingredients, and a passion for quality. Naturally fermented and incredibly delicious, izzio is real artisan sourdough. Our team is at the heart of everything we do and a key ingredient in our success.

Position Summary

The Vice President of Customer Experience is a strategic executive responsible for shaping and leading izzio's end-to-end customer operations strategy to deliver a differentiated, best-in-class customer experience while enabling profitable, scalable growth. This leader drives operational excellence across the customer lifecycle, from onboarding through order fulfillment, ensuring every customer interaction reflects izzio's commitment to quality, responsiveness, and partnership.

As the enterprise leader for customer operations, the Vice President serves as the critical link between Commercial, Operations, Supply Chain, Logistics, Finance, Production Planning, and key customer partners. The role aligns cross-functional teams around a shared vision of executional excellence, removes operational barriers, and builds the capabilities, processes, and systems needed to support continued business growth.

As a member of the leadership team, the Vice President champions a customer-centric culture, fosters accountability and collaboration across the organization, and drives transformation through continuous improvement, digital enablement, and operational discipline. Success in this role is measured by customer satisfaction, service excellence, organizational effectiveness, and the ability to scale operations in support of izzio's long-term strategic objectives.

Essential Functions

Executive Leadership & Strategy

• Develop and execute the company's customer experience and customer operations strategy in alignment with overall business objectives.
• Establish the long-term vision for customer operations supporting profitable growth, operational excellence, and exceptional customer satisfaction.
• Build a high-performing organization by developing leaders, establishing clear accountability, and fostering a culture of continuous improvement.
• Establish enterprise-wide KPIs, dashboards, and performance metrics to measure customer experience, operational effectiveness, and service excellence.
• Lead organizational transformation initiatives that improve scalability, efficiency, and customer outcomes.

Customer Experience & Customer Operations

• Own the end-to-end customer operational lifecycle, including customer onboarding, order management, customer service, pricing administration, customer master data, EDI, product data management, and customer compliance requirements.
• Ensure all customer interactions consistently reflect izzio's commitment to quality, responsiveness, partnership, and execution.
• Oversee the successful onboarding of new customers, including:
  • Customer master setup
  • Item setup
  • UPC management
  • EDI implementation
  • Customer portals
  • Product data synchronization
  • Trading partner compliance
• Ensure customer agreements, pricing approvals, insurance requirements, and operational documentation are completed accurately and efficiently.

Customer Supply Chain & Commercial Operations

• Serve as the executive owner of customer supply chain relationships with strategic retail, foodservice, and distribution partners.
• Lead collaborative planning initiatives that improve forecast accuracy, inventory management, replenishment strategies, and service performance.
• Partner with key customers to improve service levels while reducing total supply chain costs.
• Support strategic account growth by aligning operational capabilities with commercial objectives.

Cross-Functional Business Leadership

• Serve as the primary operational partner to Sales, Operations, Supply Chain, Logistics, Production Planning, Finance, Product Development, Regulatory & Compliance, Quality Assurance, and IT.
• Ensure customer commitments are aligned with manufacturing capacity, production schedules, inventory availability, transportation capabilities, and financial objectives.
• Lead cross-functional initiatives that remove operational barriers, improve execution, and enhance the customer experience from order through delivery.
• Act as the operational voice during strategic customer discussions, contract negotiations, new business implementation, and product commercialization.

Distribution, Logistics & Order Fulfillment

• Partner with Supply Chain, Logistics, Transportation, and Production Planning to optimize customer fulfillment performance.
• Monitor customer delivery performance, OTIF (On Time In Full), transportation metrics, and service level agreements.
• Drive initiatives that improve warehouse execution, transportation performance, and order fulfillment reliability while balancing customer expectations with operational capabilities.

Technology, Data & Process Excellence

• Champion digital transformation initiatives that enhance customer experience and operational efficiency.
• Lead the optimization of customer-facing technologies including ERP, EDI, customer portals, product data management, and automation tools.
• Utilize data analytics and business intelligence to identify trends, operational risks, and continuous improvement opportunities.
• Standardize processes and implement scalable operating models that support rapid organizational growth.

Organizational Leadership

• Foster a customer-centric culture built on accountability, collaboration, agility, and operational excellence.
• Coach, mentor, and develop leaders while building succession plans and organizational capability.
• Promote cross-functional collaboration and disciplined execution throughout the organization.
• Lead change management efforts that strengthen organizational effectiveness and support long-term strategic growth.

• Bachelor’s degree in business or related field, is required.
• A minimum of 15 years of progressive leadership experience in customer operations, customer service, supply chain, logistics, or commercial operations, in food manufacturing or consumer packaged goods (CPG).
• A minimum of 10 years in senior leadership roles, leading managers and multi-functional teams.
• Experience supporting national retail and foodservice customers. Including large retailers such as Costco, Walmart, Kroger, Whole Foods, Target, or similar customers.
• Strong understanding of:
  • Customer Service Operations
  • Order Management
  • Supply Chain
  • Inventory Management
  • Customer Onboarding
  • EDI
  • ERP Systems
  • Product Data Pools
• Experience building KPIs and operational dashboards.
• Proven success leading organizational change and process improvement initiatives.
• Experience supporting high-growth organizations.

Direct Reports: Director of Customer Excellence

Reports to: SVP, Sales Operations

Location: Hybrid – Louisville/Thornton CO - Relocation available

Position Closing Date: 8/5/2026

Compensation Range: $175,000 to $225,000 plus 20% annual bonus

Compensation is based on level of experience, other relevant experience, and requirements of the position. The range provided serves only as a guideline and does not automatically qualify all candidates (internal or external) for the high end of the range.

At izzio, we believe great work starts with happy, supported people. That’s why we offer a comprehensive and thoughtful benefits package designed to help you thrive inside and outside of work. From competitive pay to career growth opportunities, we’re committed to supporting you.

Our Benefits Include:

• Compensation: Competitive base salaries (commensurate with experience) along with potential bonus program and other recognitions dependent upon role .
• Health & Wellbeing: Comprehensive medical, dental, and vision insurance options to keep you and your family covered.
• Financial Security: 401(k) with company match, life insurance, and long-term disability.
• Work-Life Balance: Paid time off, paid holidays, and flexible scheduling where possible.
• Growth & Development: We are committed to the growth of our employees by providing ongoing training, professional development opportunities, and pathways to advance your career.
• Breadquarters Perks: Weekly take-home bread, because real sourdough bread is part of your life, not just your job. You’ll also enjoy the occasional team meal, first tastes of our innovation, and coffee is provided at the office.
• Recognition: izzio encourages a recognition culture and offers opportunities to recognize peers via our Employee Portal Recognition & Rewards.

At izzio, you’re more than just an employee, you’re a key ingredient in our success. We value craftsmanship, teamwork, and innovation, and we’re proud to create breads that bring joy to our customers every day. When you join our team, you become part of a community that respects your contributions, supports your growth, and celebrates the art of baking together.