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 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. #J-18808-Ljbffr Vaco