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Director Customer Experience

Location:

Irvine, CA, US, 92618

Employment Type: Salaried
Work Arrangement: Remote

Position Summary:

Are you passionate about transforming how businesses serve their customers? Join us as our Director of Customer Experience (CX) and lead the charge in shaping the future of customer interactions for a leading B2B food manufacturing company. You’ll drive the implementation of our CX roadmap and customer journey map, build a sustainable CX operating model, and champion a customer-centric culture across all functions. This is a hands-on leadership role focused on turning strategy into action and driving measurable CX improvement.

Major Duties and Responsibilities:

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.

Education and Experience:

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.

Knowledge and Skills:

Deep expertise in CX strategy, customer journey mapping, and operationalizing CX across B2B commercial and manufacturing functions.
Advanced knowledge of Voice of Customer (VoC) methodologies and platforms, especially Qualtrics.
Strong analytical skills, with proficiency in dashboard development, data visualization, and CX metrics (NPS, CSAT, order fulfillment, case resolution).
Experience improving customer service operations, including order management and case management processes in a manufacturing context.
Excellent leadership, coaching, and team development abilities.
Outstanding communication and stakeholder management skills, able to influence at all levels.
Ability to drive change, foster a customer-centric culture, and educate teams on CX best practices.
Familiarity with CRM and CX technologies (Salesforce ServiceCloud, Qualtrics, etc.).
Proficiency in project planning, stakeholder engagement, and change management to ensure successful adoption of CX initiatives.
Strategic thinker with a bias for action and continuous improvement.
Knowledge of food manufacturing industry trends, regulatory requirements, and emerging CX technologies.

Why Join Us:
Ventura Foods innovates and manufactures food solutions for foodservice and retail businesses. We make exclusive products for the world's most iconic restaurants and retailers, we provide ready-to-go product solutions for professional kitchens, and we make consumer brands everyone knows and loves. When you work for Ventura Foods, you get a strong foundation of training, a manager who cares about you and celebrates your success, a safe environment, and challenging work. As part of our team, your future is limited only by how much you’re willing to push yourself to get there. We invest in your growth because you invest in ours.

Ventura Foods offers career growth opportunities as well as competitive compensation and 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 and Employee Assistance Programs
Salary Base Range of $146,200.00 - $194,957.70*
Annual bonus (based on the incentive program terms and conditions)

*The “base salary range” provided above is a good faith estimate of what we expect to pay for this position in the specified markets. Ventura Foods reserves the right to pay outside of the given range based on a variety of factors including but not limited to: candidate skills and experience, complexity of the job, budgetary factors, and location/geography. Ventura Foods conducts regular reviews of compensation ranges and therefore reserves the right to alter this range at any given time.

Diversity & Inclusion:
Our commitment to a diverse and inclusive environment in which all employees are treated with respect is evident in our company culture and values. We believe that fostering an environment of inclusion and a focus on diversity across our organization is vital to attracting top talent, driving innovation, and meeting the high expectations of our customers in a rapidly evolving global marketplace.

Ventura Foods is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Nearest Major Market: Irvine California
Nearest Secondary Market: Los Angeles

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