Customer Experience Operations VP
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Job Summary
Reporting to the Chief Customer Officer, the full-time remote VP, Customer Experience Operations will build and scale operational strategies to enhance customer satisfaction, retention, and growth by aligning systems and processes across Customer Success, Support, Services, and Renewals.
Key responsibilities
- Drive cross-functional CX operational strategy focused on retention, expansion, and customer satisfaction KPIs
- Design and optimize end-to-end customer journey processes to enhance retention efficiency
- Establish CX data analytics and reporting to provide insights into customer health and retention drivers
Required qualifications
- 10+ years of operational leadership experience in Customer Experience or Revenue Operations within a high-growth B2B enterprise SaaS environment
- Proven track record of scaling global CX operations and supporting C-level leadership
- Deep expertise in customer health scoring and post-sales retention methodologies
- Experience modernizing complex CX technology stacks
- Bachelor's degree or equivalent practical experience
Complete Job Description
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