Trustwell · 1 day ago
VP of Customer Experience and Operations
United States
Full-time
Remote
Director/Executive
$140K/yr - $150K/yr
10+ years expTrustwell is a rapidly growing tech firm on a mission to change the food industry by providing innovative supply chain management solutions. They are seeking a VP of Customer Experience and Operations to define and execute a scalable Customer Experience strategy, manage customer operations, and ensure high-quality execution across customer-facing functions.
ComplianceSaaSSoftware
Responsibilities
Own execution and outcomes for Customer Support, Customer Success Management, and Customer Experience through direct leadership of functional leaders
Lead and coach the Director of Operations (Support), Customer Success Team Lead, and Customer Experience Manager to drive performance, accountability, and consistency
Define and execute a segmented customer experience and customer journey strategy across enterprise, mid-market, and SMB customers
Design and implement AI-enabled capabilities, including chat, self-service, workflow optimization, and AI-assisted ticket handling, to scale support operations and improve customer experience
Establish and operationalize 1-to-many customer success engagement and support models for SMB and mid-market customers
Own the customer enablement strategy, including education programs, self-service resources, and ongoing adoption initiatives, through direct leadership of the Customer Enablement function
Lead customer health strategy, including usage monitoring, health scoring, risk identification, and proactive engagement
Establish operating rhythms, KPIs, dashboards, and reporting, including call and ticket review programs, to provide visibility into customer experience and team performance & effectiveness
Identify operational gaps, inefficiencies, and risks and take direct action to resolve them
Support growth initiatives by scaling people, processes, and systems in alignment with business objectives
Partner cross-functionally with Product, Engineering, Sales, Account Management, Professional Services, and Onboarding to ensure seamless handoffs and a consistent post-sale experience
Perform other duties as assigned
Qualification
Required
Proven experience building and operationalizing both Customer Support and Customer Success functions within a SaaS organization, with hands-on management responsibility
Exceptional problem-solving and decision-making skills, with a strong focus on continuous improvement and operational excellence
Demonstrated experience implementing AI to materially improve customer experience, augment ticket handling, and scale without linear headcount growth
Builder-operator mindset with a track record of implementing Support and CSM programs, including tooling, processes, reporting, and continuous feedback loops
Strong, practical experience in translating customer journeys into operational processes, cross-functional handoffs, and measurable improvements across the customer lifecycle
Passionate about delivering an exceptional customer experience and driving customer success
Strong analytical and data-driven decision-making skills with demonstrated ability to implement KPI frameworks, dashboards, and operating cadences that drive accountability and continuous improvement
Excellent cross-functional communication and stakeholder management skills
Bachelor's degree in Business, Management, or related field required; Master's degree preferred
Ten (10+) years of experience in Customer Experience, Customer Success, or related roles, with at least five (5) years in people management; experience managing managers strongly preferred
Demonstrated experience with customer support and customer success platforms; Zendesk and ChurnZero strongly preferred
Benefits
Full healthcare benefits, including medical, dental, and vision.
Supplemental benefits, including STD, LTD, HSA, 401k, etc.
Responsible Time Off (PTO) + Holiday Pay
Competitive Compensation + Bonus!
Excellent culture, growth opportunities, plus much more...
Company
Trustwell
Trustwell is a dependable source for compliance and high-quality solutions in the food and supplement industries.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2026-01-05Acquired
Leadership Team
Katy Jones
Chief Executive Officer
Recent News
ImpactAlpha
2026-01-11
Business Wire
2026-01-09
Company data provided by crunchbase