Vice President, Customer Experience
Core
Unify post-sales operations (Onboarding, Customer Success, Technical Support) across three brands to drive retention, expansion, and revenue growth using AI and automation.
Role type
VP of Customer Experience (Post-Sales Operations)
Builds
Unified customer experience organization and operating model for enterprise and SMB clients
Domain
SaaS / Travel & Ticketing (ResTech)
Required skills
Post-sales leadership, organizational design, AI/automation strategy, data fluency, SaaS operations, cross-functional influence, process improvement
Preferred skills
M&A integration, travel/ticketing industry experience, global team management, French fluency
Technologies
AI agents, automation tools, ELT data platforms, knowledge management systems
Responsibilities
Architect unified org structures and processes for three brands; define KPI frameworks and dashboards for cost-to-serve and satisfaction; implement AI tools to reduce manual toil; lead talent development and mentor senior operators; translate customer feedback into product roadmap recommendations.
Seniority
Executive (VP), hands-on IC with strategic oversight