Director of Merchandising
S&S Activewear
Vice President, Customer Experience
MealSuite
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Provide strategic leadership to grow and empower Customer Experience teams in alignment with expanding customer base
- Drive operational improvements by identifying inefficiencies and implementing process enhancements
- Champion innovation in customer support and onboarding, setting measurable goals and KPIs
- Develop and evolve a comprehensive CX roadmap and report outcomes to senior leadership
- Foster cross-functional collaboration to streamline operations and elevate customer experience
- Lead initiatives to enhance the reseller journey and ensure partner satisfaction
- Lead and energize CX teams through effective leadership
- Represent the Voice of the Customer at the executive level
Requirements
- Knowledge of SaaS customer support, onboarding, lifecycle management, and operational best practices
- Bachelor’s or MBA in Business, Technology, or related fields
- 10+ years of direct experience in SaaS and leadership roles in global customer service organizations
- 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
- Familiarity with managing international and offshore teams
- Willingness to occasionally travel and have a valid passport and no travel restrictions between Canada and the USA
- Ability to influence executive stakeholders and secure resources
