Director Customer Experience- New Hyde Park, NY

 

• Pay Range:  115,000.00- 130,000.00
  *Internal Employee Referral Bonus Available

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About Canteen:

Canteen brings break time to everyone. We combine food, service, and experience backed by industry-leading technology to help companies create a better workplace and connect their employees. Canteen’s solutions include markets, office coffee and snacks, unattended retail, and culinary. 
 
Our people are at the heart of everything we do. Their dedication, collaboration, and passion fuel our growth. Interested in joining our team? You bring the enthusiasm, customer service, and commitment; we’ll supply the opportunity and innovation.  Together, we’ll continue to transform our industry. 

Come for the job, stay for the career. We are Canteen.

Job Summary

Director, Customer Experience
Location: NY, CT, NJ Markets
Reports to: Senior Leadership

The Director, Customer Experience plays a critical role within Coffee Distributing Company’s (CDC) Account Management Team, leading strategic efforts to grow and retain CDC Direct business. This includes driving customer satisfaction, team development, and operational excellence across key markets.

Key Responsibilities

Leadership & Strategy

• Lead the Direct Account Management team with a focus on customer retention and growth.
• Build and maintain relationships with CDC’s Top 25 customers across NY, CT, and NJ.
• Shape and enhance the operating model to deliver exceptional customer experiences.
• Collaborate with CDC leadership and departments to promote transparency and continuous improvement.
• Participate in quarterly business reviews (QBRs) and company-wide performance initiatives.
• Align routing and service response times with customer expectations.

Team Development

• Conduct annual performance reviews and provide coaching and career development.
• Support recruitment and onboarding of new team members.
• Champion corporate initiatives and foster a culture of urgency and hospitality.
• Promote diversity, equity, and inclusion across the Account Management and Customer Service teams.

Financial & Operational Insight

• Identify opportunities to enhance profitability while maintaining customer value.
• Analyze business metrics and trends to inform strategic decisions.
• Link customer experience improvements to measurable business outcomes.

Preferred Qualifications

• Bachelor’s degree or equivalent experience.
• 7+ years of progressive leadership experience in account management, customer service, or food services.
• Proven success in business growth and retention.
• Strong communication, presentation, and interpersonal skills.
• Ability to prioritize, multitask, and adapt in a dynamic environment.
• Analytical mindset with a focus on results.
• Proficiency in Microsoft Office Suite and ability to learn proprietary systems.
• Willingness to travel (~20%).

Associates at Canteen are offered many fantastic benefits.

Full-time and part-time positions offer the following benefits to associates: Retirement Plan, Associate Shopping Program, Health and Wellness Programs, Discount Marketplace, Identity Theft Protection, Pet Insurance, Voluntary Benefits, including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program

Full-time positions also offer the following benefits to associates: Medical, Dental, Vision, Life Insurance/AD, Disability