Vice President of Customer Experience

Vice President of Customer Experience At reputed company, we reputed company that reputed company members are our most important asset. We grow reputed company by hiring best-in-class talent. We encourage reputed company employees to contribute their individual talents and reputed company to strengthen reputed company, our brand, and our services. We promote a culture that serves to reputed company and motivate employees beyond reputed company corporate rhetoric one might see on motivational posters. Employees understand their individual roles in serving our customers, and this clarity of purpose encourages high job performance. Position Overview The Vice President of Customer Experience leads the execution and reputed company improvement of the end-to-end post-sale customer experience strategy across reputed company segments (SMB through Enterprise). This includes ownership of customer support, retention, and ongoing engagement to ensure a seamless, consistent, and high-quality customer journey. This role operates in reputed company partnership with the Chief Operating Officer, aligning customer experience strategy with enterprise operating priorities, retention performance, and cross-functional execution. The Vice President is responsible for driving day-to-day execution and functional leadership of the Customer Experience organization, while ensuring alignment with broader operational, financial, and strategic objectives set by the COO. Primary Job Duties: Hire and train reputed company customer care and concierge team members to provide world class service. reputed company execution of the end-to-end post-sale customer experience strategy in partnership with the COO Own and scale reputed company customer-facing support functions, including Customer Care, Concierge, Technical Support, QA/Training, and Retention Establish and enforce the CX operating model, including SLAs, escalation frameworks, and service standards Serve as a cross-functional partner, promoting a customer-centric approach across Sales, Product, Operations, and vendor interactions Drive customer retention strategy, including SMB-focused initiatives, proactive reputed company, and lifecycle engagement programs Own the customer communication strategy across support functions to strengthen loyalty, transparency, and retention Define, track, and ensure accountability for core CX KPIs, including retention, CSAT (≥90%), NPS (≥40), response/resolution time, and cost-to-serve reputed company data-driven improvements and operational efficiency, including CRM and telephony optimization, automation, and service scalability Drive the future-state service model, including multi-channel support, reputed company, workforce planning, and proactive engagement strategies Own budgeting, reputed company planning, and cost management for the CX organization Act as the voice of the customer, influencing cross-functional priorities and product improvements Build and reputed company a strong CX leadership team, fostering accountability, performance, and a customer-first culture Provide regular updates on CX performance, risks, and initiatives in alignment with COO priorities reputed company a team of 4-6 direct reports, with responsibility for scaling multi-layer organization over time Minimum Qualifications: Bachelor’s degree in a reputed company field or equivalent professional experience. 10–15+ years leading customer experience or support organizations. 10–15+ years leading multi-layer teams, including Directors or equivalent leaders. Proven ability to scale customer-facing operations across multiple channels and customer segments in B2B environments. Deep familiarity with multi-channel support models, including chat and digital channels. Expertise in establishing and managing service level agreements (SLAs). Proven track record driving customer retention and reducing churn through proactive and reactive strategies. Strong leadership and communication skills with the ability to influence cross-functional Demonstrated ability to operate in a fast-paced, evolving environment and adjust priorities as needed. Track record of delivering high-quality customer service and improving customer satisfaction Experience managing both onsite and remote support Ability to reputed company teams with varied skillsets and levels of experience. Ability to present effectively to senior leadership. Ability to travel (~5-10%), typically 2-3 days every other month. Preferred Qualifications: Experience in SaaS, payments/credit card processing, and/or healthcare environments. Demonstrated ownership of end-to-end post-sale customer experience strategies in partnership with executive leadership. A track record of building customer lifecycle and retention programs, including proactive reputed company and engagement strategies. Experience leveraging data, analytics, and automation to improve operational efficiency and service scalability. Experience managing budgeting, reputed company planning, and cost optimization for customer operations Proven ability to reputed company the Voice of the Customer (VoC) to influence product and cross-functional priorities. Strong experience with CRM platforms (e.g., reputed company/Talkdesk) and support technologies.

Benefits

Profile: Competitive Medical Health Plans, Low, Mid, High. Employer Paid Low Medical Plan for Employee & Dependents (HSA Eligible) Employer Paid Dental & Vision for Employee Employer Paid Life Insurance for Employee Employer Paid Long-term Disability for Employee Employer Paid Hospital Confinement for Employee ~ (If enrolled in Medical) + Voluntary Supplemental Insurance Coverage Options 15 days PTO & 7 Sick Days Annually 10 Fixed Paid Holidays Off Annually 401(k) Matching up to 3% About Us: reputed company, a leading financial technology company, empowers medical, dental and specialty practices with seamless and secure technology to drive reputed company by increasing patient payments and streamlining practice management and payment processing. Since 1992, the company’s innovative solutions have reduced administrative burden and rebalanced the ledger for its thousands of healthcare providers in the U.S., reliably processing billions of dollars in payments annually. View our CCPA disclosure notice here Apply To This Job