Director of Customer Service and Experience

• Be the voice of the customer inside the company and help the C-suite set the strategy that raises customer satisfaction and service quality
• Put in place the measures that matter most: satisfaction after every contact, and how often customers need to contact us at all, both tracked as trends
• Lead a monthly review of complaint causes with Operations, Delivery, Product and Marketing, so each team fixes the issues it creates
• Launch an "andon cord" process, borrowed from lean manufacturing: any issue that will change a customer's order is flagged centrally, so customers hear it from us first
• Define a segmented service model for residential, corporate and business drop-ship customers, including a premium tier for our highest-value households, with policies and service levels for each
• Lead our use of AI in service, from AI agents that resolve routine questions end to end to AI tagging of every contact and tools that help agents, with clear quality guardrails
• Bring state-of-the-art customer service practices, benchmarking leaders in and beyond grocery
• Build your team, manage our outsourced partners against clear targets for resolution and satisfaction, and set the contact-center platform roadmap with our product and engineering teams
• In your first year: every contact classified by cause, the andon cord live, the segmented service model launched, and a measurable fall in how often customers need to contact

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.