VP, Customer Experience Operations
Core
Build and scale the operational engine driving customer satisfaction, retention, and growth by aligning Customer Success, Support, Services, and Renewals.
Role type
VP, Customer Experience Operations
Builds
Global customer journey processes, CX technology ecosystem, and data-driven retention strategies.
Domain
B2B Enterprise SaaS / Cybersecurity / Identity Management
Deliverable
production ML models
Required skills
Operational leadership, cross-functional strategy, process optimization, CX technology architecture, data analytics, capacity planning, team leadership, AI/automation integration, revenue operations alignment.
Preferred skills
Experience scaling global CX operations, C-level executive partnership, churn prediction expertise, modernizing complex tech stacks.
Technologies
AI, automation tools, CX technology stacks, data analytics platforms.
Responsibilities
Drive cross-functional CX operational strategy; Design and optimize end-to-end customer journey processes; Lead CX technology ecosystem architecture and integration; Establish CX data analytics and executive reporting; Oversee capacity planning and resource allocation; Build and lead high-performing operations teams.
Seniority
VP, strategic leadership
