Set the CX vision and strategy
Define and execute a scalable operating model for Customer Experience aligned to US Signal's growth objectives, evolving service portfolio, and customer expectations
Translate strategy into executable priorities for the CX organization
Lead operational execution
Oversee cross-functional teams responsible for service delivery, infrastructure support, and customer operations — ensuring SLA adherence, consistent execution, and scalable processes across cloud, data center, and network environments
Champion the customer
Drive initiatives that improve satisfaction, reduce escalations, and strengthen retention
Own financial performance
Manage the CX operating budget — headcount, tooling, and vendor spend — to deliver outcomes within financial targets
Monitor and report on cost center performance
Hold the standard on performance
Lead continuous improvement efforts and hold teams accountable when results fall short
Build a high-performance organization
Lead and develop managers and senior contributors across the CX function — setting clear expectations, coaching to outcomes, building succession depth, and fostering a culture of accountability and customer ownership
Partner across Sales, Engineering, Finance, and executive leadership to align delivery capabilities with business objectives

Bachelor's degree or 4+ years of equivalent professional experience in business administration, operations, or a related field
6+ years of experience in customer experience, service delivery, or technical operations, including direct leadership of cross-functional teams
3+ years of experience managing managers or directors in a customer-facing function
Demonstrated track record of driving measurable improvements in customer satisfaction, SLA performance, and service quality in a B2B technology environment
Experience managing teams that support cloud, data center, or network infrastructure operations
Experience owning an operating budget, including headcount planning and vendor spend
Availability to support escalated customer situations outside of standard business hours as needed
Ability to travel as needed
Valid driver's license and insurance

Generous paid time off, including vacation and 10 paid holidays
Competitive medical, dental, and vision benefits with flexible spending accounts
401(k) retirement plan with a generous company contribution
Employer-paid group term life insurance
Wellness incentive program
Paid volunteer time
Business casual work environment

VP of Customer Experience

Key skills