Ventura Foods

Director, Customer Experience

Ventura Foods

full-time

Posted on:

Location Type: Remote

Location: California • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $146,200 - $194,957 per year

Job Level

Lead

About the role

  • Lead the execution of our CX roadmap and customer journey mapping initiatives, ensuring alignment with the unique needs of B2B food manufacturing clients and partners.
  • Design and implement a scalable CX operating model that integrates best practices across Sales, Operations, QA, IT, and Customer Service.
  • Drive continuous improvement in customer service operations, including order management and case management, to ensure seamless delivery and support for our B2B clients.
  • Develop and maintain dashboards and measurement systems to track CX performance, customer satisfaction, and key business metrics (CSAT, order fulfillment, case resolution).
  • Oversee the Voice of Customer (VoC) program, leveraging the Qualtrics platform to capture, analyze, and act on feedback from distributors, retailers, and business partners.
  • Educate and engage the organization on CX best practices, fostering a culture of customer-centricity through training, communications, and enablement programs.
  • Lead, coach, and develop a high-performing CX team, empowering managers and administrators to deliver exceptional service and insights.
  • Collaborate with senior leadership and cross-functional teams to prioritize CX initiatives and ensure resources are aligned for maximum impact.
  • Monitor and report on CX program effectiveness, providing actionable insights and recommendations to drive business results.
  • Stay current on CX trends, technologies, and regulatory requirements in the food manufacturing industry, bringing innovative ideas to enhance the customer experience.

Requirements

  • Bachelor’s degree is required.
  • 10+ years of progressive experience in customer experience, customer service, or related roles (SC, Customer Marketing), inclusive of 2 years in CX or Customer Service and direct people leadership is required.
  • B2B industry experience is required.
  • Proven success implementing CX roadmaps, journey mapping, and VoC programs (Qualtrics or similar platforms) in a multi-functional organization.
  • Demonstrated ability to lead cross-functional teams and manage direct reports in a matrixed business setting.
  • Experience with dashboard creation, data analytics, and performance measurement in CX or customer service operations.
  • Ability to travel 25%, in North America.
  • Master’s degree preferred.
  • Ideally the candidate has experience with food manufacturing environments.
Benefits
  • Medical, Prescription, Dental, & Vision – coverage beginning on your 1st day for eligible employees
  • Profit Sharing and 401(k) matching (after eligible criteria is met)
  • Paid Vacation, Sick Time, and Holidays
  • Employee Appreciation Events
  • Employee Assistance Programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experiencecustomer serviceCX roadmap implementationjourney mappingVoice of Customer (VoC)data analyticsdashboard creationperformance measurementorder managementcase management
Soft Skills
leadershipcoachingcross-functional collaborationcommunicationcustomer-centricitytrainingengagementcontinuous improvementstrategic prioritizationinsight generation
Certifications
Bachelor's degreeMaster's degree