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US Foods Director, Customer Experience in Rosemont, Illinois

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The Director, Customer Experience has the responsibility to plan, organize, and manage various stakeholder teams to successfully complete high value Supply Chain projects focused on improving operations related to the customer experience. Project scope includes network-wide actions leveraging transportation, warehouse, replenishment, safety, and logistics processes and practices and requires engaging leadership and stakeholders at all levels of the organization.

The Director, Customer Experience sets strategic direction, formulates detailed workplans, marshals essential resources across the network and leads the overall program to desired outcomes and overall sustainability. The DCE utilizes best practice project management resources and tools; regularly monitors and measures progress to achieve results within established timeline and sets control plans to ensure process and performance sustainability.


  • Define project scope and deliverables that support business goals in collaboration with management and stakeholders.

  • Analyze data to identify opportunities and solutions for improvement.

  • Ideate and prepare program chartering and workplan details.

  • Define, plan, execute and deploy Supply Chain business projects across one or more of 60+ locations to improve operational processes and practices which positively impact the customer experience.

  • Partner with and leverage Supply Chain relationships, specifically with Project Executive Sponsors, to outline and challenge goals to drive project completion to meet annual plan targets and long-term success.

  • Use best practice project management practices to manage and measure program implementation effectiveness and outcomes against defined success metrics.

  • Effectively communicate project expectations to project managers, team members, and stakeholders to drive engagement and execution. Identify, resolve and escalate risks and issues with leadership.

  • Facilitate diverse stakeholders to drive consensus and decision making around process, policies and procedures.

  • Provide direction and support to Supply Chain corporate and field team members for program implementation.

  • Manage work products and organize documentation for reuse and sharing.

  • Perform special projects and other duties as assigned.


Education/Training :

  • Bachelor's degree required in supply chain management or operations; Master’s degree preferred.

Related Experience/Requirements:

  • Minimum 7 years project management experience leading multiple, complex projects in supply chain-related functions (transportation, warehousing, logistics) in a multi-location environment;

  • Strong collaboration and influence skills across multiple functions and all levels;

  • Strong written and verbal communication skills;

  • Effective at leading and implementing projects with various disciplines and stakeholders;

  • Deep analytical skills and ability to utilize information to identify issues and develop sound recommendations;

  • Able to efficiently solve complex problems;

  • Experience in managing budgets and working with financial metrics;

  • Proficient in Microsoft Office Suite and Access.;

  • Must be willing and able to travel up to 60%.

Preferred Skills:

  • PMP or Agile Scrum Master Certification;

  • Continuous Improvement Certification – Green belt or Black Belt.

EOE* Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status*

US Foods is one of America’s great food companies and a leading foodservice distributor, partnering with approximately 300,000 restaurants and foodservice operators to help their businesses succeed. With 28,000 employees and more than 70 locations, US Foods provides its customers with a broad and innovative food offering and a comprehensive suite of e-commerce, technology and business solutions. US Foods is headquartered in Rosemont, Ill., and generates more than $28 billion in annual revenue. Visit to learn more.

US Foods, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis prohibited by applicable law.

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