Vice President of Customer Experience

Job Summary

A company is looking for a Vice President of Customer Experience to lead their customer support organization.

Key Responsibilities

• Lead and scale customer experience operations to meet KPIs such as CSAT and NPS
• Develop and implement workforce management strategies for optimal staffing and service levels
• Manage global BPO operations and advocate for customer feedback to drive product improvements

Required Qualifications

• 12+ years of experience in Customer Experience or Operations leadership roles, including 5+ years at the executive level
• Experience in managing large global customer support teams and BPO operations
• Deep expertise in customer support metrics and workforce management planning tools
• Proven track record of improving customer satisfaction through transformational initiatives
• Strong analytical skills with the ability to make data-driven decisions