Senior Vice President of Customer Experience

Senior Vice President of Customer Experience United States Role Overview As the Senior Vice President of Customer Experience, your primary mission is to define and execute a comprehensive global customer strategy aligned with Talkdesk’s business objectives, driving Net Revenue Retention (NRR), exceptional customer ROI, adoption, and sustainable enterprise growth. Operating at the executive level, you will manage, lead, and scale a global, multi-departmental organization encompassing Global Professional Services, Customer Care (Customer Support), Customer Experience Management (Customer Success), and Customer Enablement. You will own Talkdesk's global post-sales customer organization while directly leading the evolution and execution of our global unified delivery model across core CCaaS and AI/agentic solutions, with particular focus on scaling our Agentic Delivery and Forward Deployed capabilities. Reporting directly to the Chief Product, Technology & Customer Officer, you will act as a pivotal executive leader—bridging high-level technical architecture and product innovation with on-the-ground customer execution. As AI continues to be a core part of our portfolio and we expand our agentic capabilities, you will build on and scale proven delivery methodologies and Forward Deployed models to drive greater consistency, accelerate time-to-value, and deliver measurable customer outcomes across our portfolio. Key Responsibilities Global Delivery & AI Transformation Unified Global Delivery: Lead the strategy and execution of Talkdesk’s global delivery model across CCaaS and AI/agentic solutions, including Agentic Delivery and Forward Deployed teams, establishing scalable, repeatable deployment methodologies and a consistent customer experience across our portfolio. Drive Innovation & Customer ROI: Act as a key catalyst for organizational change, evolving our delivery capabilities as we scale AI and agentic solutions alongside our core CCaaS offerings, building the technical and Forward Deployed capabilities required to deliver increasingly complex AI solutions and ensure enterprise customers accelerate time-to-value and achieve measurable ROI. Delivery Excellence: Optimize the delivery operating structure and capabilities to meet the changing needs of our product portfolio and customers, bringing together the right Professional Services, technical, and cross-functional resources around customer outcomes. Product & Technology Alignment: Work in direct partnership with Product and Engineering executive leaders to translate real-world deployment insights, customer edge cases, and field feedback into actionable product roadmap priorities. Strategic Leadership & Global Impact Customer Outcomes & NRR: Formulate and implement overarching strategies to continuously elevate the post-sales customer experience across Professional Services, Customer Care, Customer Experience, and Customer Enablement, driving customer adoption, retention, expansion, and Net Revenue Retention (NRR). Executive Accountability & Enterprise Thinking: Own the overall success of the Customer Experience function. Apply broad business acumen to make strategic, enterprise-wide decisions that impact multiple functions and drive the company's long-term growth and profitability goals. Financial Management & P&L Governance: Develop, manage, and optimize global multi-million dollar budgets across all CX disciplines, balancing revenue targets and gross margins while driving operational efficiencies and delivering regular financial and operational reporting to senior leadership. Cross-Functional Orchestration & Executive Interaction Executive Sponsorship & Customer Engagement: Serve as a hands-on executive leader with a strong, visible presence with customers, including regular in-person engagement with strategic accounts and C-level and board-level stakeholders, to understand business needs firsthand, foster deep trust, stay close to customer outcomes and challenges, and serve as an executive sponsor for major global accounts. Strategic GTM Alignment: Collaborate seamlessly with Sales, Revenue, Product, and Marketing leaders to align pre-sales expectations, execute smooth customer handoffs, drive retention, and identify expansion pathways. Team Development & Organizational Capability Scale High-Performing Teams: Drive talent strategy across the CX organization by recruiting, developing, and retaining world-class leaders and practitioners. Mentorship & Culture of Excellence: Provide strategic direction, mentorship, and executive succession planning while fostering an inclusive, transparent culture centered on accountability, high-quality execution, and AI fluency. Desired Background Experience: 15+ years of progressive leadership experience in Customer Experience and/or Professional Services within global SaaS or cloud enterprise environments, including 5+ years in a senior executive role (VP or SVP). Technical Leadership: Strong technical foundation and demonstrated ability to lead highly technical customer delivery organizations, engage deeply with Product and Engineering teams, and credibly navigate enterprise architecture, integrations, AI/agentic solutions, and complex deployment environments. Education: Master's degree or MBA highly preferred; Bachelor's degree required. Executive Presence: Exceptional communication, persuasion, and C-suite negotiation skills. Proven ability to translate complex technical, product, and operational concepts into clear business value for enterprise executives. Global Delivery Leadership: Demonstrated success leading complex, large-scale enterprise implementations and evolving global delivery models across multiple products, technologies, and customer segments, including technical and Forward Deployed delivery motions. Strategic Knowledge & AI Expertise: Deep understanding of enterprise AI delivery (including Generative AI, LLMs, and agentic frameworks), contact center operations (CCaaS/UCaaS), enterprise software implementations, and customer retention strategies. Complex Problem‑Solving: Strong analytical and executive decision-making skills with a track record of implementing innovative solutions to overcome structural, operational, or deployment bottlenecks. Leadership Scope: Proven ability to build, manage, and inspire large, distributed, multi-tiered global organizations (200+ headcount across CX organization). Pay Range (OTE Pay) : $265,000 -$400,000 Other Types of Pay :Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. Health Insurance :Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP). Paid Time Off : Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non‑exempt employees; both are subject to manager approval and consistent with business needs. Paid Holidays : Talkdesk offers 14 paid holidays each year. Paid Sick Leave : Exempt employees have uncapped paid time off and non‑exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs. Benefits and perks listed above may vary based on the nature of your employment with Talkdesk. All questions or concerns about this posting should be directed to the Talent team View email address on click.appcast.io . Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI‑first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us. Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation! Work Environment and Physical Requirements: Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.) The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status. #J-18808-Ljbffr Talkdesk, Inc.