Date Posted: 6/13/2025 2:23:12 PM
City, State: Petaluma, CA
Job Type: Full Time
Salary (USD): $180,000 - $210,000
Description
Position Details:
Title: Vice President, Customer Experience
Location: Petaluma, CA, Lake Oswego, OR or Mukilteo, WA
Compensation: $180k-$210k Base Salary (target - depends on experience), plus up to 20% bonus. Benefits: Comprehensive package includes Health, Dental, and Vision insurance, 401(k) with generous company contribution, PTO includes vacation (120 hours), sick leave (52 hours), and 8 holidays, Paid Leave (paid maternity leave for employees who qualify for FMLA, as well as parental leave), and tailor- made career development plans. Company rewards employees with performance-based salary increases.
Position Description:
Reporting to the company’s Wine Segment President, the VP Customer Experience plays a crucial role in building and supporting a best-in-class customer experience team anchored in an environment of continuous improvement and learning development. You will lead a team of Customer Service leaders across multiple manufacturing sites, who are responsible for providing strong service and
responsiveness to both internal and external customers, while driving performance via KPI’s and monitoring compliance to company standard work and procedures. This individual will oversee 3 Customer Service teams in Northern CA, OR and WA.
Responsibilities include:
• Implement and execute high-impact customer service and experience strategies focused on driving retention, expansion, and overall customer satisfaction. Establish efficient and balanced workflows that maximize efficiency and produce high levels of quality service.
• Recruit, develop, and retain a high-performing customer-focused team, ensuring teams have guidance, tools and resources to execute a consistent customer experience across all locations within the wine segment.
• Serves as coach / mentor for Customer Service leaders related to resolving customer conflicts, order fulfillment challenges, training, and personal career development.
• Monitors service metrics, ensuring KPIs are met or exceeded in assigned region, providing coaching and training as needed.
• Develops strong relationships with internal customers within assigned sites to advocate for standardized processes that support best-in-class service while maintaining efficiency and cost- effectiveness.
• Participates in special projects and performs other duties as assigned.
Requirements:
• Bachelor's degree or 5-7 years Customer Service leadership experience within a manufacturing environment – ideally within the wine & spirits industry.
• Proven ability and willingness to develop relationships with customers and internal functional partners.
• Broad and deep experience in all aspects of leadership and operations.
• Extensive experience with manufacturing ERP systems, preferably Label Traxx and Radius.
• History of client-driven orientation with strong focus on service excellence.
• Strong communication (written and verbal) and influencing skills.
• Knowledge of Lean or Six Sigma principles.
Job Posting
