Head of Customer Experience
Volt
Job Level
Lead
About the role
- Build and own the vision, strategy, and execution plan for Toptal’s Services function—including Technology Services, Marketing Services, Management Consulting, and all related Delivery and Practice areas.
- Define the organizational structure and leadership model for the Services and Talent Operations teams, ensuring the right roles and capabilities are in place.
- Provide hands-on operational leadership, bringing rigor, consistency, and clear accountability to all service lines and functions.
- Translate high-level business goals into detailed operational roadmaps for all areas of responsibility.
- Establish scalable processes and systems to ensure delivery excellence, efficiency, and client satisfaction at scale.
- Oversee talent supply, matching, and resource planning in coordination with Sales and Talent Operations to meet evolving client needs.
- Align delivery operations tightly with go-to-market teams to create seamless, integrated client experiences.
- Partner cross-functionally with Product, Marketing, Finance, and Legal to execute on strategic priorities and company-wide initiatives.
- Drive a high-performance culture across Services, while ensuring Talent Operations is tightly aligned to support delivery excellence, scalability, and evolving business needs.
- Accelerate growth and profitability across all Services business lines with accountability for revenue expansion, pipeline robustness, and margin optimization.
- Sponsor and oversee initiatives that improve delivery consistency, capacity planning, and client satisfaction.
- Scale operational infrastructure, including technology and processes, to support anticipated growth.
- Champion innovation and continuous improvement initiatives to keep Toptal agile and ahead of market trends.
- Onboard and integrate into Toptal; engage key leaders and stakeholders; assess service lines and begin executing operational plans within first three months.
Requirements
- Bachelor’s degree is required. Master’s degree in Engineering, Business, or a related field preferred.
- 10+ years of progressive leadership experience in managing complex service organizations and multiple business units, ideally within professional services or technology-driven environments.
- Proven track record of successfully leading multi-service line operations with accountability for P&L, growth, and operational excellence.
- Demonstrated ability to develop and execute scalable operational strategies that drive efficiency, client satisfaction, and sustainable growth.
- Experience at a technology or hyper-growth company is strongly preferred.
- Management consulting experience at a top-tier firm (e.g., McKinsey, Bain, BCG) or investment banking experience is preferred but not required.
- Exceptional strategic thinking and problem-solving skills, with the ability to make data-driven decisions in ambiguous environments.
- Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels, including executives and clients.
- Experience driving cross-functional collaboration and alignment across sales, marketing, delivery, and support functions.
- Excellent organization skills and detail-oriented; hyper-organized and able to prioritize execution and mentor others.
- Adaptable; comfortable managing changing priorities and building consensus across senior stakeholder groups.
- Ownership mentality and high personal accountability.
- Commitment to quality in deliverables.
- Ability to work in a fast-paced, rapidly growing company and handle diverse challenges and deadlines.
- Willingness to travel to meet with clients, team members, and stakeholders.
- You must be a world-class individual contributor; not just a manager.
- Regularly and reliably attend scheduled virtual team meetings on camera.
- Work independently with minimal supervision.
- Use all required digital collaboration tools.
- Prioritize and self-manage workflows and deadlines.
- Resumes and communication must be submitted in English.
- Based in the United States.
