VP, Customer Experience
Relay
full-time
Posted on:
Location Type: Hybrid
Location: Toronto • Canada
Visit company websiteExplore more
Job Level
About the role
- Define the end-to-end CX vision and long-term experience standards
- Design the support operating model (onshore, BPO, automation, self-service)
- Set multi-year strategy for channels, staffing, and technology
- Anticipate future capacity, risk, and complexity before they become problems
- Build a strong, durable leadership bench and acting as a force multiplier for the team
- Hire and develop senior CX leaders (Directors, Senior Managers) who can independently own execution
- Define what “great” looks like at each leadership level and coach against it
- Increase the organization’s capacity to make decisions without escalation
- Drive business outcomes and accountability for outcomes, not daily metrics
- Own the Voice of Customer strategy and represent customer pain points clearly at the leadership team level
- Partner closely with Product, Engineering, Risk, Compliance, Finance, and Sales
Requirements
- 10+ years of experience in Customer Support or Operations leadership
- Proven experience scaling support in a high-growth environment
- Deep experience managing and optimizing BPO partnerships
- Strong understanding of CX enablement, tooling, and analytics
- Ability to balance quality, speed, cost, and risk
- Executive presence and comfort operating with ambiguity
- Track record of building strong leaders and teams
Benefits
- Health insurance
- Flexible work arrangements
- Professional development opportunities
- Compensation growth based on impact
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
CX enablementBPO managementanalyticscapacity planningrisk managementoperating model designstrategy developmentdecision-making frameworkscustomer support optimizationleadership development
Soft Skills
leadershipcoachingcommunicationstrategic thinkingproblem-solvingexecutive presenceadaptabilityteam buildingaccountabilitycollaboration