Experience Jobs in Costa Mesa, CA

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.