Director of Customer Excellence

Job description

***Have you ever enjoyed Arnold®, Brownberry® or Oroweat® bread? A Thomas’® English muffin or bagel? Or perhaps snacked on a Sara Lee®, Entenmann’s® or Marinela® cake or donut? If the answer is yes, then you know Bimbo Bakeries USA!*** ***More than 20,000 associates in bakeries, sales centers, offices and on sales routes work to ensure our consumers have the freshest products at every meal. In addition to competitive pay and benefits, we provide a safe and inclusive work environment that appreciates diversity, promotes development and allows our associates to be their authentic selves.*** **#LI-VB1** **Come join the largest baking company in the world and our family of 20,000 associates nationwide!** **Top Reasons to Work at Bimbo Bakeries USA:** **Salary Range: $151,300 - $211,800** **Annual Bonus Eligibility** **Comprehensive Benefits Package** **Paid Time Off** **401k & Company Match** **Position Summary:** Serves as the operational backbone of the Customer Team, driving alignment across cross-functional stakeholders and ensuring follow-through on strategic and tactical commitments. This role sits close to leadership, translating priorities into action, tracking execution against Joint Business Plans and Win Room commitments, and closing the gap between decisions made and results delivered. The ideal candidate is a highly organized force multiplier — someone who can synthesize input across sales, marketing, supply chain, and finance, drive accountability without formal authority, and keep the team’s priorities moving forward between meetings. ***Leadership Reporting & Visibility*** - Establish and maintain a consistent cadence of project and initiative updates for the VP Customer and senior leadership, eliminating the need for leaders to chase teams for status. - Build and maintain a portfolio-level view of transformation initiatives, including status, risks, dependencies, and decisions needed. - Translate technical or functional updates into clear, leadership-ready summaries. ***Project Leadership & Internal Connectivity*** - Act as a driving force behind key transformation projects — setting timelines, tracking deliverables, and holding owners accountable to commitments. - Serve as a connector across functions, helping teams identify the right internal stakeholders to unblock progress. - Identify cross-functional dependencies early to prevent actions in one area from creating downstream issues for others. - Review performance metrics related to active projects and ask informed questions to pressure-test assumptions and assertions (not own analytics but interpret and challenge them). ***External Customer Events & Communications*** - Own end-to-end planning and execution of external customer-facing events (e.g., industry forums, customer advisory boards, conferences). - Ensure consistent, polished customer communications and experiences across all external touchpoints. - Coordinate with marketing, sales, and other functions to ensure events reflect a unified company presence. ***Customer Leadership Support*** - Plan and facilitate meetings for the VP Customer and leadership team, including agenda-setting, follow-up tracking, and decision logs. - Develop and assemble presentation content, briefing materials, and talking points that represent the customer sales organization to the broader enterprise. - Travel up to 10% **Leadership Competencies:** - Adapts approach and attitude in real time, according to the changing demands of different situations. - Creates a climate where people are motivated to do their best to help the organization achieve its objectives. - Holds self and others accountable to meet commitments. - Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. **Education and Work History:** - Bachelor’s degree required. - 10+ years progressive experience in customer management (sales) and customer development, or equivalent in other business functions. - Proficient in business analytics, budgeting, and sales team management. - Experience presenting to Executive Level staff. **Preferred qualifications:** - 7+ years of experience in program/project management, chief of staff roles, customer operations, or transformation/PMO functions. - Demonstrated ability to influence without authority across diverse stakeholder groups. - Strong analytical literacy — comfortable interpreting metrics and dashboards and asking incisive questions, without requiring deep analytics ownership. - Experience planning external-facing events or customer programs. - Excellent written and verbal communication skills, including executive-level presentation development. - High degree of organization, discretion, and follow-through. The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be requested to enable individuals with disabilities to perform the essential functions. Bimbo Bakeries USA is an equal opportunity employer with a policy that provides equal employment opportunity for applicants and employees regardless of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, any other classification protected by law. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.