Vice President of Operations & Customer Experience

Unclassified - Charlotte, NC

Full-time - Executive

Charlotte, NC

About the position

As a key member of the executive leadership team, the Vice President of Operations and Customer Experience will oversee and drive the operational, customer success, and customer support strategies across the organization. This role combines high-level strategic planning with day-to-day management of our operational, customer success, and customer support teams. The successful candidate will enhance our operational frameworks, lead our customer experience initiatives, collaborate with business planning and insights, develop our operating cadence, support sales enablement, and strategic projects to drive scalable growth and operational effectiveness, ensuring alignment with our company's strategic objectives. You will be responsible for leading the following functions (subject to change as the business and organizational structure evolves): Customer Success, Support, Implementation (currently consisting of integration engineers, onboarding specialists, and data management professionals), and Professional Services, with a sole focus on delivering an exceptional customer onboarding experience, followed by stellar customer service and successful scalable implementation of professional service projects. You will drive the timing of revenue recognition, establish operational structure, improve processes, and champion product enhancements to enhance customer satisfaction and drive business growth. You will be responsible for ensuring high customer retention, optimal penetration and use within customer accounts, resulting in high customer engagement and NPS scores. Current and future responsibilities may include leading initiatives to ensure customers achieve their desired outcomes and maximize the value from our products and services by implementing tailored onboarding, continuous education programs, proactive support strategies, and regular performance assessments to demonstrate ROI and business impact. You will oversee a team of technical support specialists who provide 24/7 support to our clients, ensuring issues are resolved quickly and effectively. Additionally, you will utilize analytics to monitor customer health, track product utilization, and identify upsell opportunities, working closely with sales to strategically target opportunities for growth and increase Net Revenue Retention (NRR).

Responsibilities

• Oversee and drive operational, customer success, and customer support strategies across the organization.
• Enhance operational frameworks and lead customer experience initiatives.
• Collaborate with business planning and insights to develop operating cadence.
• Support sales enablement and strategic projects to drive scalable growth.
• Lead functions including Customer Success, Support, Implementation, and Professional Services.
• Deliver exceptional customer onboarding experience and stellar customer service.
• Drive timing of revenue recognition and establish operational structure.
• Improve processes and champion product enhancements to enhance customer satisfaction.
• Ensure high customer retention and optimal penetration within customer accounts.
• Utilize analytics to monitor customer health and track product utilization.
• Identify upsell opportunities and work closely with sales to target growth opportunities.
• Manage the Net Promoter Score (NPS) index and implement initiatives to improve NPS scores.
• Partner with the People team to drive employee engagement initiatives and optimize performance processes.
• Source, train, engage, and retain high-performing talent.

Requirements

• Bachelor's degree in Business, Engineering, or a related quantitative field or 15+ years of related experience in business operations, customer success, implementation or a related field.
• MBA preferred, but not required.
• 10+ years of experience in a leadership role with demonstrated ability to build high performing teams.
• Experience managing diverse teams and fostering a collaborative work environment.
• Demonstrable expertise in managing complex operational processes and customer experience strategies.
• Strong analytical skills with the ability to derive actionable insights from complex information.
• Deep understanding of customer experience principles and operational management.
• Excellent communication skills to articulate complex issues and strategies to stakeholders.
• Distinctive problem solving and analysis skills to drive projects from strategy to execution.

Nice-to-haves

• Experience in the food service industry.
• Ability to see the big picture and guide strategic decisions based on industry trends.

Benefits

• Strong base salary, bonus, and long-term incentive package.
• Comprehensive medical, dental, vision, and life insurance benefits for employees and their families.
• Flex PTO for exempt employees and competitive PTO for non-exempt employees.
• Paid parental leave for eligible employees.
• 401(k) matching.
• Tuition reimbursement on approved programs.
• Health and well-being benefits including telehealth services for general medical and mental health care.