Vice President, Customer Operations & Excellence

Description

At izzio Artisan Bakery, we believe great bread starts with great ingredients and great people. As the #1 selling and fastest-growing sourdough brand, we craft our bread in small batches using time-honored techniques, simple ingredients, and a passion for quality. Naturally fermented and incredibly delicious, izzio is real artisan sourdough. Our team is at the heart of everything we do and a key ingredient in our success.

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, food service, 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.

• 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…