Vice President, Customer Operations & Excellence
About The Position
The Vice President of Customer Operations & Excellence is responsible for leading and transforming izzio’s business – to – business customer experience, ensuring customers receive exceptional service, reliable execution, timely communication, and proactive problem resolution. This role provides operational management and support of izzio’s business – to – business customer relationships, including major retail, distribution, foodservice, and other commercial accounts. This leader will have accountability for the customer journey, from initial onboarding and pricing inquiries through order execution, inventory management, freight coordination, customer portals, quality issue resolution, and ongoing account support. This role requires a highly collaborative, operationally disciplined leader who can identify issues before they impact the customer, establish clear ownership and accountability, and build scalable processes that support profitable growth. The ideal candidate is a strategic, customer-focused operational leader with experience supporting large, complex B2B retail and commercial customers within food manufacturing, CPG, or a similar environment. They bring strong process discipline, cross-functional leadership, and a sense of urgency to ensure customer requirements are effectively translated into consistent operational execution.
Requirements
- Bachelor’s degree in business or related field, is required.
- A minimum of 10 years of progressive experience in customer experience/service, supply chain, customer operations, account management, or related functions.
- A minimum of 5 years of senior leadership experience managing teams and cross-functional organizations.
- Experience in food, CPG, manufacturing, distribution, or another complex supply-chain environment required.
- Demonstrated experience leading customer operations or service functions in a B2B environment supporting complex retail, foodservice, distribution, or commercial accounts. Experience should include managing operational customer requirements, order execution, onboarding, systems and data coordination, and cross-functional issue resolution; Experience limited primarily to direct-to-consumer customer service is not sufficient for this role.
- Strong understanding of inventory management, logistics, freight, pricing, quality, and order fulfillment.
- Experience implementing scalable processes, systems, and KPIs.
- Strong analytical and problem-solving skills.
- Excellent written, verbal, and executive communication skills.
- Demonstrated ability to lead through influence and create accountability across functional teams.
Nice To Haves
- Experience with ERP, CRM, EDI, customer portals, and customer-service technologies preferred.
Responsibilities
- Lead the B2B customer operations function and establish service standards, KPIs, response expectations, and escalation processes.
- Ensure proactive and accurate customer communication regarding orders, inventory, product availability, pricing, shipping, service disruptions, quality concerns, and other operational matters.
- Serve as the senior escalation point for significant customer operational issues.
- Monitor customer service performance and identify opportunities to improve responsiveness, execution, and customer confidence.
- Own the operational onboarding of new customers, including customer setup, pricing, product and packaging requirements, forecasts, EDI/system requirements, portals, logistics, and quality/food-safety documentation.
- Coordinate cross-functional readiness to ensure production, inventory, shipping, and customer-specific requirements are in place prior to launch.
- Partners with Sales and Finance to ensure customer pricing, programs, freight arrangements, and commercial requirements are accurately implemented.
- Partner with Operations, Supply Chain, and Logistics to align customer demand, forecasts, inventory availability, production capacity, and shipping requirements.
- Identify potential shortages, service issues, or delivery risks and ensure customers receive timely communication.
- Drive accountability for OTIF, fill rates, delivery performance, freight exceptions, claims, and other customer service metrics.
- Lead the customer-facing complaint process from notification through resolution.
- Partner with Quality, Operations, Production, and R&D on investigation, root cause, corrective action, and customer communication.
- Monitor complaint trends and ensure recurring issues are identified and addressed.
- Oversee customer portals, EDI requirements, CRM/ERP coordination, and other customer-facing systems and data.
- Establish standardized processes for customer onboarding, orders, pricing, inventory, logistics, communication, and complaints.
- Identify opportunities for automation, improved reporting, and elimination of unnecessary manual processes.
- Develop dashboards and KPIs that provide visibility into customer service and operational performance.
- Serve as the central cross-functional leader and advocate for the customer operations function, creating alignment across Sales, Operations, Supply Chain, Logistics, Finance, Quality Assurance, R&D, IT, and other functional teams.
- Build, lead, and develop the Customer Operations team with clear responsibilities, performance expectations, and accountability.
- Create a culture of urgency, problem ownership, proactive communication, and continuous improvement.
Benefits
- Competitive base salaries (commensurate with experience) along with potential bonus program and other recognitions dependent upon role.
- Comprehensive medical, dental, and vision insurance options to keep you and your family covered.
- 401(k) with company match, life insurance, and long-term disability.
- Paid time off, paid holidays, and flexible scheduling where possible.
- We are committed to the growth of our employees by providing ongoing training, professional development opportunities, and pathways to advance your career.
- 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.
- izzio encourages a recognition culture and offers opportunities to recognize peers via our Employee Portal Recognition & Rewards.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
