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US Foods VP, Customer Contact - Shared Business Services in Rosemont, Illinois

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The Vice President, Customer Contact is a critical leadership role reporting directly to the Senior Vice President of Shared Business Services. The primary objective is to lead our evolution from decentralized customer service departments to an optimized industry leading customer contact organization. This role is part of the Senior Leadership Team for the Shared Business Services (SBS) organization. This experienced Change Leader must be skilled at Strategy Development, Talent Excellence, Driving Results, and leading a team to consistently provide a frictionless Customer Experience. This role will build and lead a high performing team to obtain stretch targets in the areas of Revenue Generation, Efficiency and Effectiveness, Customer Satisfaction, and encouraging Highly Engaged Employees.

Essential Duties And Responsibilities:

Lead The Creation Of A Best-In-Class Customer Contact Organization To Support The Entire Us Foods Customer Base (250,000 Restaurants And Foodservice Operators).

Establish And Own The Long-Term Vision Of The Customer Contact Organization, Which Includes Analyzing Cost, Service Consistency, And Process Optimization.

Identify And Execute Initiatives That Improve The Company’S Ability To Serve And Build Relationships With Its Customers.

Develop Influential Relationships With Key Stakeholders Throughout The Organization To Understand The Business And Create The Appropriate Customer Solutions.

Establish The Monitoring And Reporting Of Kpis And Slas For The Customer Service Roles To Continually Optimize Processes And Deliver On Objectives.

Assess Possible Insourcing & Outsourcing Opportunities That Will Enhance Effectiveness. Manage All Relationships With Current External Vendors.

Ensure Followership Of Employees Through Change And A Highly Effective, Performing Organization With Clear Accountability.

Own Department Performance And Maintain Continual Internal And External Reviews To Ensure That All Issues Are Resolved In Accordance With Company Policies.

Champion Employee Development To Ensure The Highest Level Of Morale And Productivity Through Proper Coaching, Employee Development, Incentive Programs, Communications, And Challenging Assignments.

Continuous Improvement (Ci): Provides Direction And Prioritization In Determining Improvement Scope Of Work Processes And Ensure That Problems Are Solved Using The Us Foods Ci Methodology.


6-8 Direct Reports That Manage An Overall Team Of 600+ Employees.


Internal: All Levels Of The Organization Including C-Level Management

External: External Vendors, Third Party Contractors, And Us Foods Customers




Bachelor’S Degree In A Business-Related Field Required. Mba Preferred.

Continuous Improvement Experience Preferred (Lean Or Six Sigma).

10+ Years Of Leadership Experience Within A Mid To Large-Size Customer-Centric Organization, Including Support/Customer Service And Online Response.

Well Versed In Contact Center Technology (Acd, Cti, Ivr, Chat, Crm, And Workforce Management).

Demonstrates Behaviors That Align To Us Foods Cultural Beliefs And Leadership Behaviors To Drive Observable And Measurable Results. “How” You Accomplish Or Achieve Your Performance Goals And Commitments Is Just As Important As “What” You Accomplish Or Achieve.

Has Led A Team Of 600+ In A Complex, Multi-Site Customer Service Environment.

Proven Ability To Create And Articulate A Customer Focused Vision, As Well As Gain Buy-In And Collaboration Across The Organization.

Proven Track Record Of Success In Leading And Developing Leaders And High Performing Teams.

Proven Ability To Drive Infrastructure Improvement And Processes To Increase Efficiency, While Measurably Improving Customer Satisfaction Numbers.

Ability To Collaborate With All Levels Throughout The Organization To Accomplish Strategic Initiatives And Achieve Key Objectives.

A Resilient Focus On Employee Development Through Continuous Coaching And Feedback.

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 250,000 restaurants and foodservice operators to help their businesses succeed. With nearly 25,000 employees and more than 60 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 approximately $23 billion in annual revenue.

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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