Weave
The Vice President of Customer Experience Operations will lead and scale Weave’s Customer Support Operations and Customer Journey teams. This strategic role will focus on driving world-class customer experiences, improving operational efficiency, and ensuring Weave's customers are successful, engaged, and supported throughout their lifecycle. The ideal candidate brings a mix of visionary leadership, process excellence, and cross-functional influence.
This position will be hybrid remote/in-office.
Please ensure you read the below overview and requirements for this employment opportunity completely. Reports to:
Chief Operating Officer What You Will Own (Responsibilities) Lead and mentor leaders across our Customer Support, Training, and Customer Journey teams
Build and evolve customer-centric and scalable strategies that drive satisfaction and retention
Implement best-in-class Customer Support operation and methods including how/when to work with vendors
Improve operational processes and drive efficiencies across all customer-facing teams
Champion the voice of the customer in cross-functional initiatives
Define and track KPIs to ensure accountability, transparency, and continuous improvement
Partner closely with Product, Marketing, Engineering, and Sales to create seamless customer journeys
Lead change management and transformation efforts that support business scalability
What You Will Need to Accomplish the Job (Minimum Qualifications) 12+ years of experience in customer experience, customer support, or operations
5+ years in executive or senior leadership roles, preferably in a high-growth tech or SaaS environment leading large scale teams serving tens of thousands of customers
Proven track record of leading multiple departments, including customer-facing and operational functions
Strong business acumen, data orientation, and experience using KPIs to drive decisions
Demonstrated ability to scale teams, systems, and processes during periods of growth Exceptional cross-functional collaboration and executive-level communication skills
What Will Make Us Love You (Preferred Qualifications) MBA or advanced degree
Change management or transformation leadership experience
Passion for coaching, mentoring, and empowering emerging leaders
Strategic thinker with a bias for action and continuous improvement
Strong customer empathy paired with a solutions-oriented mindset
Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics.If you have a disability or special need that requires accommodation, please let us know. All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.
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Please ensure you read the below overview and requirements for this employment opportunity completely. Reports to:
Chief Operating Officer What You Will Own (Responsibilities) Lead and mentor leaders across our Customer Support, Training, and Customer Journey teams
Build and evolve customer-centric and scalable strategies that drive satisfaction and retention
Implement best-in-class Customer Support operation and methods including how/when to work with vendors
Improve operational processes and drive efficiencies across all customer-facing teams
Champion the voice of the customer in cross-functional initiatives
Define and track KPIs to ensure accountability, transparency, and continuous improvement
Partner closely with Product, Marketing, Engineering, and Sales to create seamless customer journeys
Lead change management and transformation efforts that support business scalability
What You Will Need to Accomplish the Job (Minimum Qualifications) 12+ years of experience in customer experience, customer support, or operations
5+ years in executive or senior leadership roles, preferably in a high-growth tech or SaaS environment leading large scale teams serving tens of thousands of customers
Proven track record of leading multiple departments, including customer-facing and operational functions
Strong business acumen, data orientation, and experience using KPIs to drive decisions
Demonstrated ability to scale teams, systems, and processes during periods of growth Exceptional cross-functional collaboration and executive-level communication skills
What Will Make Us Love You (Preferred Qualifications) MBA or advanced degree
Change management or transformation leadership experience
Passion for coaching, mentoring, and empowering emerging leaders
Strategic thinker with a bias for action and continuous improvement
Strong customer empathy paired with a solutions-oriented mindset
Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics.If you have a disability or special need that requires accommodation, please let us know. All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.
#J-18808-Ljbffr