VP OF Customer Experience

What we do US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services - all powered by its expansive, robust fiber network. We also help customers optimize their IT resources through managed services and professional services that scale with their business. The opportunity US Signal is seeking a Vice President of Customer Experience to own and elevate the customer experience across our technical and support functions. This is a senior, enterprise-level leadership role reporting directly to the Chief Operating Officer, with accountability for CX strategy, operational excellence, budget performance, and measurable outcomes across the full customer lifecycle. This role is central to how customers experience US Signal - from day-to-day service quality through complex escalations and long-term retention. You will define the CX vision, build and develop leaders, drive continuous improvement, and partner closely with Sales, Engineering, Finance, and executive leadership to ensure our customers consistently receive the reliable, high-quality service they expect. About the role As VP of Customer Experience, you will set the strategy and lead the operational execution of customer experience at US Signal. You will oversee cross-functional teams supporting cloud, data center, and network infrastructure operations alongside customer support and service functions - owning the operating budget, the performance metrics, and the people who deliver on our commitments every day. Success in this role requires both strategic vision and operational discipline, along with the ability to lead through managers, influence peers, and represent the voice of the customer at the executive level. What you'll do Set the CX vision and strategy. Define and execute a scalable operating model for Customer Experience aligned to US Signal's growth objectives, evolving service portfolio, and customer expectations. Translate strategy into executable priorities for the CX organization. Lead operational execution. Oversee cross-functional teams responsible for service delivery, infrastructure support, and customer operations - ensuring SLA adherence, consistent execution, and scalable processes across cloud, data center, and network environments. Champion the customer. Drive initiatives that improve satisfaction, reduce escalations, and strengthen retention. Surface customer feedback across the organization and close service gaps before they become problems. Own financial performance. Manage the CX operating budget - headcount, tooling, and vendor spend - to deliver outcomes within financial targets. Monitor and report on cost center performance. Hold the standard on performance. Own the KPIs and service level metrics that define US Signal's service quality. Lead continuous improvement efforts and hold teams accountable when results fall short. Build a high-performance organization. Lead and develop managers and senior contributors across the CX function - setting clear expectations, coaching to outcomes, building succession depth, and fostering a culture of accountability and customer ownership. Partner across Sales, Engineering, Finance, and executive leadership to align delivery capabilities with business objectives. Requirements Who you are You are a proven customer experience leader who thrives at the intersection of strategy and execution. You're as comfortable setting long-term direction as you are diving into an escalation at 10pm when a major customer needs it. You lead with clarity, build trust quickly, and hold yourself and your teams accountable for results. You don't just manage functions - you build organizations that customers notice. What you bring to the team Bachelor's degree or 4+ years of equivalent professional experience in business administration, operations, or a related field 6+ years of experience in customer experience, service delivery, or technical operations, including direct leadership of cross-functional teams 3+ years of experience managing managers or directors in a customer-facing function Demonstrated track record of driving measurable improvements in customer satisfaction, SLA performance, and service quality in a B2B technology environment Experience managing teams that support cloud, data center, or network infrastructure operations Experience owning an operating budget, including headcount planning and vendor spend Availability to support escalated customer situations outside of standard business hours as needed Ability to travel as needed Valid driver's license and insurance Core competencies Put the Customer First: Customer Focus, Service Orientation Find a Way to Win: Results Orientation, Initiative Act Like an Owner: Accountability, Leadership, Business Acumen Be Transparent: Integrity, Communication, Trustworthiness What we offer In return for your leadership and impact, you'll enjoy a supportive workplace, along with: Generous paid time off, including vacation and 10 paid holidays Competitive medical, dental, and vision benefits with flexible spending accounts 401(k) retirement plan with a generous company contribution Employer-paid group term life insurance Wellness incentive program Paid volunteer time Business casual work environment Salary range disclosure The anticipated base salary range for this position is $150,000 - $190,000 per year, depending on location, skills, experience, and other job-related factors. This role is also eligible for an annual performance-based bonus and participation in US Signal's comprehensive benefits programs. Actual compensation will be determined based on a variety of factors, including but not limited to candidate qualifications, experience, geographic location, and internal equity. Working conditions and physical demands This position may be performed in either a standard office or home office environment. It requires prolonged periods of sitting, frequent use of a computer and other office equipment, and effective time management in a self-directed setting. Occasional lifting of items up to 25 pounds may be required. All US Signal employees are expected to comply with information security policies to ensure the confidentiality, integrity, and availability of company and customer data, as well as applicable state and federal regulations. We are interested in every qualified candidate eligible to work in the United States. Visa sponsorship is not available at this time. US Signal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr