Vice President of Customer Experience

Job Summary

To lead a transformative support organization, the full-time salaried Vice President of Customer Experience will set the vision and strategy for support across consumer, B2B, hardware, and Azure-native API products, while managing the executive relationship with Microsoft and driving operational excellence.

Key responsibilities

• Own the vision and strategy for support and support engineering across all product surfaces
• Build and develop a leadership team to manage day-to-day support operations and establish a dedicated support-engineering function
• Serve as the executive counterpart for the Microsoft partnership, ensuring premium support and effective incident management

Required qualifications

• 12+ years of experience in customer support or customer experience, with significant senior leadership experience
• Proven track record in managing managers and building leadership teams
• Deep experience in technical support, particularly with enterprise SLAs and incident management
• Experience running distributed teams and managing contractor or BPO models at scale
• Strong leadership skills with the ability to operate under pressure and communicate effectively at all levels