Customer Experience Quality Manager – Food Industry

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🔥 5 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $109.1k - $171.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Ventura Foods

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📦 Logistics

💼 Consulting

📣 Marketing

Logistics • Consulting • Marketing

Ventura Foods is a company that specializes in the production and manufacturing of high-quality food products, focusing on culinary solutions for various sectors. They are involved in operations that include manufacturing, engineering, quality assurance, and supply chain management, with a commitment to employee development and customer satisfaction. The company is also dedicated to maintaining a high standard of operations through research and development, ensuring innovation in their offerings.

📋 Description

• Focus on Customer Experience and “Moments that Matter” for Ventura Foods customers. • Provide proactive customer communications regarding quality and food safety. • Enhance, train, and streamline complaint/case handling procedures. • Monitor and provide proactive trend assessments from internal and external data sources. • Partner with Customer Service within Service Cloud to drive resolution and customer satisfaction. • Engage in customer meetings to identify opportunities to improve customer experience. • Provide proactive and periodic status updates to internal stakeholders. • Support key customer accounts from a quality assurance perspective, including commercialization, documentation fulfillment, expectations and policy review, plant audit preparation, internal resource coordination, risk escalation, and complaint management. • Initiate and maintain customer quality reviews using documented evidence, trend analysis, clear action ownership, and consistent follow-through. • Escalate significant quality risks and ensure customer communications are factual, reviewed, and supported by verified information. • Monitor customer quality response times, specification accuracy, complaint trends, and customer sentiment; translate findings into corrective and improvement actions. • Partner with Customer Service on process and technology improvements and serve as a subject matter resource for the Service Cloud Case Management system. • Represent Quality Assurance with the commercial team and customers’ quality assurance counterparts through customer meetings, scorecarding, sensory cuttings, plant visits and audits, business reviews, and related activities. • Partner with and sometimes lead and coordinate personnel across internal departments to drive improvements, resolution, and updates to leadership and key customers.

🎯 Requirements

• Bachelor's degree in Food Science, Quality, Business, or a related field; equivalent professional experience may be considered. • At least 5 years of experience in food manufacturing quality, customer quality, complaint management, or a related customer-facing technical role. • 3+ years of people management and supervisory experience required. • Ability to communicate with customers professionally, coordinate investigations, interpret product specifications, analyze trends, and ensure cross-functional follow-through. • Strong analytical, problem-solving, organizational, and communication skills, with the ability to manage competing priorities and metrics in a fast-paced environment. • Experience with customer audits, quality reviews, or supplier-assurance coordination is preferred. • Ability to communicate technical findings clearly, maintain confidentiality, and exercise sound judgment when handling sensitive quality matters. • Self-directed and dependable, with high integrity and a collaborative approach to building relationships with internal and external stakeholders. • Comfortable addressing challenging situations with patience, professionalism, and respect. • Commitment to food safety, product quality, continuous improvement, and a strong customer-service mindset. • Ability to support critical quality issues outside regular working hours when necessary. • Complete understanding of FSMA, FDA 21 CFR, and USDA FSIS Directive policies. • Knowledge of HACCP, HARPC, GMP, and Sanitation programs. • Food microbiology knowledge and technical knowledge of thermal processing and acidified foods is a plus.

🏖️ Benefits

• Medical, Prescription, Dental, & Vision – coverage beginning on your 1st day for eligible employees • Profit Sharing and 401(k) matching (after eligible criteria is met) • Paid Vacation, Sick Time, and Holidays • Employee Appreciation Events • Employee Assistance Programs • Annual bonus (based on the incentive program terms and conditions) • Career growth opportunities • Training • Safe work environment

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