[Hiring] VP of Customer Experience and Operations @Trustwell

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Vice President of Customer Experience & Operations is a newly created, hands-on leadership role established to define and execute a clear, scalable Customer Experience (CX) strategy based on customer segmentation and the post-sale customer journey. This role sits within a private equity–backed, growth-focused SaaS organization and is responsible for scaling customer operations, processes, AI usage, and people efficiently as the business grows. • Own execution and outcomes for Customer Support, Customer Success Management, and Customer Experience through direct leadership of functional leaders. • Lead and coach the Director of Operations (Support), Customer Success Team Lead, and Customer Experience Manager to drive performance, accountability, and consistency. • Define and execute a segmented customer experience and customer journey strategy across enterprise, mid-market, and SMB customers. • Design and implement AI-enabled capabilities, including chat, self-service, workflow optimization, and AI-assisted ticket handling, to scale support operations and improve customer experience. • Establish and operationalize 1-to-many customer success engagement and support models for SMB and mid-market customers. • Own the customer enablement strategy, including education programs, self-service resources, and ongoing adoption initiatives, through direct leadership of the Customer Enablement function. • Lead customer health strategy, including usage monitoring, health scoring, risk identification, and proactive engagement. • Establish operating rhythms, KPIs, dashboards, and reporting, including call and ticket review programs, to provide visibility into customer experience and team performance & effectiveness. • Identify operational gaps, inefficiencies, and risks and take direct action to resolve them. • Support growth initiatives by scaling people, processes, and systems in alignment with business objectives. • Partner cross-functionally with Product, Engineering, Sales, Account Management, Professional Services, and Onboarding to ensure seamless handoffs and a consistent post-sale experience. • Perform other duties as assigned. Qualifications • Proven experience building and operationalizing both Customer Support and Customer Success functions within a SaaS organization, with hands-on management responsibility. • Exceptional problem-solving and decision-making skills, with a strong focus on continuous improvement and operational excellence. • Demonstrated experience implementing AI to materially improve customer experience, augment ticket handling, and scale without linear headcount growth. • Builder-operator mindset with a track record of implementing Support and CSM programs, including tooling, processes, reporting, and continuous feedback loops. • Strong, practical experience in translating customer journeys into operational processes, cross-functional handoffs, and measurable improvements across the customer lifecycle. • Passionate about delivering an exceptional customer experience and driving customer success. • Strong analytical and data-driven decision-making skills with demonstrated ability to implement KPI frameworks, dashboards, and operating cadences that drive accountability and continuous improvement. • Excellent cross-functional communication and stakeholder management skills. Requirements • Bachelor’s degree in Business, Management, or related field required; Master’s degree preferred. • Ten (10+) years of experience in Customer Experience, Customer Success, or related roles, with at least five (5) years in people management; experience managing managers strongly preferred. • Demonstrated experience with customer support and customer success platforms; Zendesk and ChurnZero strongly preferred. Benefits • Full healthcare benefits, including medical, dental, and vision. • Supplemental benefits, including STD, LTD, HSA, 401k, etc. • Responsible Time Off (PTO) + Holiday Pay • Competitive Compensation + Bonus! • Excellent culture, growth opportunities, plus much more... Apply tot his job Apply To this Job