MealSuite

VP of Customer Experience

MealSuite

full-time

Posted on:

Location Type: Hybrid

Location: Dallas • Texas • United States

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Salary

💰 $165,000 - $200,000 per year

Job Level

Lead

About the role

  • Provide strategic leadership to grow and empower our Customer Experience teams in alignment with a rapidly expanding customer base
  • Drive operational improvements by identifying inefficiencies and implementing process enhancements that accelerate project delivery and success
  • Champion innovation in customer support and onboarding, setting measurable goals and KPIs to track impact and progress
  • Develop and evolve a comprehensive CX roadmap, regularly reporting outcomes and challenges to senior leadership and adjusting plans as needed
  • Foster strong cross-functional collaboration to streamline operations and elevate the overall customer experience
  • Lead initiatives to enhance the reseller journey, ensuring partner satisfaction and long-term engagement
  • Lead and energize the CX teams through effective leadership, enabling them to deliver seamless and impactful customer interactions
  • Represent the Voice of the Customer at the executive level, ensuring customer insights inform strategic decisions across departments

Requirements

  • 10+ years experience in SaaS customer support, onboarding, lifecycle management, and operational best practices that drive customer satisfaction and retention.
  • Formal education (Bachelor’s or MBA in Business, Technology, or related fields)
  • Experience with complex products, across various stages of organizational growth including scale-ups.
  • Experience with service analytics tools, customer journey mapping platforms, and CX performance dashboards to drive data-informed decisions.
  • Familiar with managing international and offshore teams and navigating organizational change.
  • Exceptional at building and executing CX roadmaps, reducing project timelines, and fostering cross-functional collaboration.
  • Ability to enable teams to deliver exceptional customer experiences and aligning CX strategy with business growth.
  • Passionate about cultivating a strong team culture, identifying and addressing burnout, and supporting the development of senior leaders.
  • Proven ability to influence executive stakeholders, secure resources, and deliver measurable improvements in customer and team satisfaction.
  • Willingness to occasionally travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA (and other international locations if required for role).
Benefits
  • Unlimited paid time off
  • Retirement savings support
  • Health benefits
  • Hybrid flexibility
  • Work-life balance
  • Participation in our equity program
  • Opportunities for career development and advancement
  • Purposeful work with a positive community impact
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS customer supportonboardinglifecycle managementoperational best practicesservice analytics toolscustomer journey mappingCX performance dashboardsCX roadmapsproject managementdata-informed decision making
Soft Skills
strategic leadershipcross-functional collaborationteam culture developmentinfluencing executive stakeholderseffective leadershipcommunicationproblem-solvingadaptabilitycustomer advocacyteam empowerment
Certifications
Bachelor’s degreeMBA