Job Overview:
Provide operational oversight, insights, escalation and non-call support to ensure consistent, high-quality customer experience across Customer Experience & Support Services functions that have been outsourced. This role serves as a subject-matter resource for processes, tools, and workflows; monitors performance and quality trends; supports continuous improvement initiatives; and partners with leadership, Sales, Logistics, and Technology teams to drive efficiency, accuracy, and customer satisfaction.
Job Responsibilities:
- Provide day-to-day operational oversight of customer experience workflows, ensuring adherence to policies, procedures, and service standards.
- Analyze performance metrics, quality results, and operational data; identify trends, risks, and improvement opportunities; and provide insights to leadership.
- Serve as a subject matter expert for systems, tools, and processes (e.g., CRM, ordering platforms, claims workflows); support testing, enhancements, and rollouts.
- Perform non-call work including case reviews, escalations, root-cause analysis, documentation updates, and cross-functional follow-ups.
- Support quality assurance activities, including auditing transactions, validating data accuracy, and recommending corrective actions.
- Partner with Training and Leadership to identify knowledge gaps, support coaching strategies, and contribute to training materials and job aids.
Additional Responsibilities
- Prepare and maintain dashboards, reports, and documentation to support operational visibility and decision-making
- Collaborate with Sales, Logistics, and Technology teams on customer-impacting initiatives, process changes, and issue resolution.
- Keep management informed of operational risks, customer-impacting issues, and progress against improvement initiatives.
- Performs other duties as assigned.
Job Requirements:
Education/ Certifications:
- High School Diploma required; associate or bachelor's degree preferred, or equivalent combination of education, training, and experience.
Experience:
- 2-4 years of customer experience, operations, or support services experience.
- Prior experience in a call center or customer support environment strongly preferred.
- Demonstrated experience performing non-call, analytical, or oversight work.
Knowledge/Skills/ Abilities
- Strong understanding of customer experience operations, metrics, and quality standards.
- Proficiency in Microsoft applications including Excel (intermediate), Word, and Outlook.
- Experience working with CRM systems and enterprise business tools.
- Strong analytical, problem-solving, and root-cause analysis skills.
- Excellent written and verbal communication skills.
- Ability to work independently, manage priorities, and meet multiple deadlines.
- High attention to detail and strong documentation skills.
- Ability to influence without authority and collaborate cross-functionally.
- Comfortable operating in a fast-paced, change-driven environment.
- Good judgment is required for this position as there may be times when direct supervision may not be immediately available.
Work Environment:
Remote Role:
- This position is classified as remote where the associate will perform remote work from their primary residence. Remote associates are welcome to work from the office but are not required to do so. While remote associates are not required to work from an office on a regular basis, they may be required to come to the office or other UNFI locations for necessary business reasons or if directed to do so by their manager.
Physical Environment/Demands:
Office Roles:
- Most work is performed in a temperature-controlled office environment or in a remote working environment
- Incumbent may sit for long periods of time at a desk or computer terminal.
- While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
- Incumbent may use calculators, keyboards, telephones, and other office equipment in the course of a normal workday.
- Stooping, bending, twisting, and reaching may be required in the completion of job duties.
UNFI is an Equal Opportunity employer committed to creating an inclusive and respectful environment for all. All qualified applicants will receive equal consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, or other protected ground. Accommodation is available upon request for candidates taking part in all aspects of the job selection process. - M/F/Veteran/Disability. VEVRAA Federal Contractor.
Compensation:
UNFI anticipates paying the above-referenced pay rate (or within the above-referenced pay range) for this position. Actual Pay, where applicable, will depend on a number of factors, including, but not limited to, education, experience, training, and any requirements under applicable collective bargaining agreements. UNFI is committed to transparency in pay in compliance with applicable state and local laws.
Benefits:
For Washington positions (or positions that may be performed remotely from Washington), https://www.unfi.com/jobs-more-info-wa.html for Washington-specific paid time off details.
Candidates hired into this position will also be eligible to participate in the following benefits programs: Paid Time Off; Sick Time; paid holidays and parental leave; 401K Program; medical, dental, vision, life, and accidental death/dismemberment insurance; short-term and long-term disability insurance program, Flexible Spending Account and/or Health Savings Account, subject to meeting the eligibility requirements and the terms and conditions of these programs, and subject to any requirements under applicable collective bargaining agreements.
UNFI's compensation, benefits, and paid time off policies are subject to change in the Company's sole discretion, consistent with applicable law. This job posting should not be construed as an offer of employment with certain terms, nor should it be construed as a guaranteed minimum.
Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act .