Vice President of Customer Experience and Operations

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 Experience and Operations is a strategic executive responsible for shaping and leading izzio's end-to-end customer operations strategy to deliver a differentiated, best-in-class customer experience while enabling profitable, scalable growth. This leader drives operational excellence across the customer lifecycle, from onboarding through order fulfillment, ensuring every customer interaction reflects izzio's commitment to quality, responsiveness, and partnership.

As the enterprise leader for customer operations, the Vice President serves as the critical link between Commercial, Operations, Supply Chain, Logistics, Finance, Production Planning, and key customer partners. The role aligns cross-functional teams around a shared vision of executional excellence, removes operational barriers, and builds the capabilities, processes, and systems needed to support continued business growth.

As a member of the leadership team, the Vice President champions a customer-centric culture, fosters accountability and collaboration across the organization, and drives transformation through continuous improvement, digital enablement, and operational discipline. Success in this role is measured by customer satisfaction, service excellence, organizational effectiveness, and the ability to scale operations in support of izzio's long-term strategic objectives.

• Develop and execute the company's customer experience and customer operations strategy in alignment with overall business objectives.
• Establish the long-term vision for customer operations supporting profitable growth, operational excellence, and exceptional customer satisfaction.
• Build a high-performing organization by developing leaders, establishing clear accountability, and fostering a culture of continuous improvement.
• Establish enterprise-wide KPIs, dashboards, and performance metrics to measure customer experience, operational effectiveness, and service excellence.
• Lead organizational transformation initiatives that improve scalability, efficiency, and customer outcomes.

• Own the end-to-end customer operational lifecycle, including customer onboarding, order management, customer service, pricing administration, customer master data, EDI, product data management, and customer compliance requirements.
• Ensure all customer interactions consistently reflect izzio's commitment to quality, responsiveness, partnership, and execution.
• Oversee the successful onboarding of new customers, including:
  • Customer master setup
  • Item setup
  • UPC management
  • EDI implementation
  • Customer portals
  • Product data synchronization
  • Trading partner compliance
• Ensure customer agreements, pricing approvals, insurance requirements, and operational documentation are completed accurately and efficiently.

• Serve as the executive owner of customer supply chain relationships with strategic retail, food service, and distribution partners.
• Lead collaborative planning initiatives that improve forecast accuracy, inventory management, replenishment strategies, and service performance.
• Partner with key customers to improve service levels while reducing total supply chain costs.
• Support strategic account growth by aligning operational capabilities with commercial objectives.

• Serve as the primary operational partner to Sales, Operations, Supply Chain, Logistics, Production Planning, Finance, Product Development, Regulatory & Compliance, Quality Assurance, and IT.
• Ensure customer commitments are aligned with manufacturing capacity, production schedules, inventory availability, transportation…