Vice President of Customer Experience and Operations
net media groupPhoenix (AZ)
Vice President of Customer Experience and Operations
Posted today
net media groupPhoenix (AZ)
SENIORITY
Manager
About the role
Role Description:
The Vice President of Customer Experience and Operations is a full-time, on-site role based in Phoenix, AZ. This position oversees end-to-end customer experience, ensuring that service delivery, communication, and support processes consistently meet and exceed client expectations. The role includes leading customer service and operations teams, setting performance standards, and implementing best practices that drive customer satisfaction and retention. The Vice President will develop and execute operational strategies, streamline workflows, manage KPIs, and coordinate cross-functional initiatives to improve efficiency and quality. Day-to-day responsibilities also include analyzing customer feedback, resolving complex issues, mentoring leaders, managing budgets, and partnering with senior executives to align customer experience and operations with the company's overall business goals.
Qualifications:
Strong Customer Experience and Customer Satisfaction skills, with a track record of improving service quality and client retention.
Customer Service expertise, including leading frontline teams and designing customer support processes.
Advanced Analytical Skills to interpret data, identify trends, and make evidence-based operational decisions.
Strategic Planning capabilities, including building long-term customer experience and operations roadmaps aligned with business objectives.
Demonstrated leadership experience in operations or customer experience roles, preferably within a digital, technology, or services environment. Proven ability to manage cross-functional teams, influence stakeholders, and drive organizational change.
Excellent communication, negotiation, and conflict resolution skills. Bachelor's degree in Business, Management, Marketing, or a related field; advanced degree is a plus.
Experience working with customer feedback tools, CRM systems, and operational performance dashboards.
Ability to work on-site in Phoenix, AZ and maintain a high level of professionalism in a fast-paced environment.
Before you apply
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A number in mind
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Your notice period
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