VP OF Customer Experience

VP Of Customer ServiceA growing public company is looking for a VP of Customer Service to take ownership of its customer service organization and help elevate it to the next level. This is an opportunity for an experienced customer service executive who enjoys creating structure, developing people, improving processes, and building an operation capable of supporting significant growth.The current team is lean, with plans for rapid expansion, so this leader will play a critical role in determining how the department operates, how the team is built, and how customer service supports the broader organization.Key responsibilities include:Providing strategic and hands-on leadership for the customer service organization across North and Central AmericaAssessing existing processes and implementing improvements that increase efficiency, accuracy, and responsivenessBuilding, growing, and developing a high-performing customer service teamEstablishing meaningful KPIs, service standards, and performance expectationsImproving workflows surrounding orders, customer inquiries, escalations, and issue resolutionPartnering closely with Sales, Operations, Planning, and Fulfillment to improve the customer experienceDeveloping scalable processes and infrastructure to support continued company growthFostering a culture of accountability, responsiveness, collaboration, and exceptional customer serviceWhat you bring includes:10+ years of progressive customer service or customer experience leadershipExperience leading and developing customer service or call center teamsDemonstrated success improving, restructuring, or scaling a customer service operationStrong process improvement and change-management skillsA hands-on, decisive leadership style with the ability to turn ideas into actionExperience in manufacturing, distribution, warehouse, or another operational environment preferredStrong business judgment, communication, and problem-solving skillsAbility to work effectively across multiple functions and levels of an organizationThis is a chance to build something meaningful, influence how customer service operates, and help create an organization that is ready for the company's next stage of growth.