About the company
Executive role leading a multidisciplinary organization focused on elevating customer experience, resolving complex escalations, and delivering strategic business initiatives. Leading a team of approximately 20 professionals across Product, Technology, Support, Sales, Customer Success, and Finance.
Responsibilities
- Lead, develop, and coach a multidisciplinary organization of approximately 20 team members
- Design and manage an enterprise-wide escalation framework covering executive, strategic-account, and Tier-3 issues
- Take senior-level ownership of critical customer escalations and develop recovery plans
- Establish recurring root-cause analysis processes with Product and Engineering
- Own the end-to-end customer journey and Voice of Customer program
- Lead HyperCare initiatives during the first 120 days following go-live for cloud-based products
- Define and operationalize leading indicators for customer experience, uptime, delivery quality, and customer effort
- Direct the enterprise Project Management Office (PMO)
- Establish operating cadence through daily stand-ups, weekly performance reviews, monthly business reviews, and executive scorecards
- Identify and scale AI-enabled internal processes
- Develop the function's annual strategy, objectives, budget, and workforce plan
- Recruit, mentor, and develop managers and senior professionals
Requirements
- Typically 7–12+ years of progressive leadership experience
- Bachelor's degree or equivalent; master's degree an advantage
- Project management experience with certifications such as CAPM, PMP, Project+ preferred
- AI literacy including familiarity with LLMs, data structures, and AI-enabled business applications
- Experience managing executive-level customer escalations and customer recovery
- Strong executive presence, commercial awareness, and emotional intelligence
- Experience in strategic planning, budgeting, forecasting, workforce planning
- Experience in B2B and SMB environments
- Advanced experience with cloud-based SaaS platforms, client/server technologies, and enterprise software
- Knowledge of regulatory compliance and enterprise infrastructure including networking, WANs, Citrix, virtual servers, SQL Server, hosted solutions, and third-party integrations
- Advanced proficiency with Microsoft Office, CRM platforms, SaaS applications