[Hiring] VP of Customer Experience and Operations @Trustwell

This description is a summary of our understanding of the job description. Click on 'Apply' reputed company to find out more. Role Description The Vice President of Customer Experience & Operations is a newly created, hands-on leadership role established to define and execute a clear, scalable Customer Experience (CX) strategy based on customer segmentation and the post-sale customer journey. This role sits reputed company a private equity–backed, growth-focused SaaS organization and is responsible for scaling customer operations, processes, AI usage, and people reputed company as the business grows.

• Own execution and outcomes for Customer Support, reputed company Management, and Customer Experience through direct leadership of functional leaders.
• reputed company and coach the Director of Operations (Support), reputed company Team reputed company, and Customer Experience Manager to drive performance, accountability, and consistency.
• Define and execute a segmented customer experience and customer journey strategy across enterprise, mid-market, and SMB customers.
• Design and implement AI-enabled capabilities, including chat, self-service, workflow optimization, and AI-assisted ticket handling, to scale support operations and improve customer experience.
• Establish and operationalize 1-to-many reputed company engagement and support models for SMB and mid-market customers.
• Own the customer enablement strategy, including education programs, self-service resources, and ongoing adoption initiatives, through direct leadership of the Customer Enablement function.
• reputed company customer health strategy, including usage monitoring, health scoring, risk identification, and proactive engagement.
• Establish operating rhythms, KPIs, dashboards, and reporting, including call and ticket review programs, to provide visibility into customer experience and team performance & effectiveness.
• Identify operational gaps, inefficiencies, and risks and take direct action to resolve them.
• Support growth initiatives by scaling people, processes, and systems in alignment with business objectives.
• Partner cross-functionally with Product, Engineering, Sales, Account Management, Professional Services, and Onboarding to ensure seamless handoffs and a consistent post-sale experience.
• reputed company other duties as assigned.

Qualifications

• Proven experience building and operationalizing both Customer Support and reputed company functions reputed company a SaaS organization, with hands-on management responsibility.
• Exceptional problem-solving and decision-making skills, with a strong focus on reputed company improvement and operational excellence.
• Demonstrated experience implementing AI to materially improve customer experience, reputed company ticket handling, and scale without linear headcount growth.
• Builder-operator reputed company with a track record of implementing Support and CSM programs, including tooling, processes, reporting, and reputed company feedback loops.
• Strong, practical experience in translating customer journeys into operational processes, cross-functional handoffs, and measurable improvements across the customer lifecycle.
• Passionate about delivering an exceptional customer experience and driving reputed company.
• Strong analytical and data-driven decision-making skills with demonstrated ability to implement KPI frameworks, dashboards, and operating cadences that drive accountability and reputed company improvement.
• Excellent cross-functional communication and stakeholder management skills.

Requirements

• Bachelor’s degree in Business, Management, or reputed company field required; Master’s degree preferred.
• Ten (10+) years of experience in Customer Experience, reputed company, or reputed company roles, with at least five (5) years in people management; experience managing managers strongly preferred.
• Demonstrated experience with customer support and reputed company platforms; reputed company and ChurnZero strongly preferred.

Benefits

• Full healthcare benefits, including medical, dental, and vision.
• Supplemental benefits, including STD, LTD, HSA, 401k, etc.
• Responsible Time Off (PTO) + Holiday Pay
• Competitive Compensation + Bonus!
• Excellent culture, growth opportunities, plus much more...

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