Vice President of Customer Management

Radiant Collective Capital is hiring a Vice President of Customer Management to shape and oversee the end-to-end customer experience for its community. The role leads customer experience strategy and operations, improves satisfaction and retention, uses data to refine services, and partners with senior leadership and internal teams to support member needs and long-term engagement.

Responsibilities:

• Shaping and overseeing the end-to-end customer experience for Radiant Collective Capital’s community
• Leads strategies to improve customer satisfaction and retention, designs service standards, and ensures consistent, high-quality interactions across all touchpoints
• Manage the customer operations function, including digital channels and any contact center activities, and will use data and insights to refine processes, offerings, and communication
• Developing customer experience roadmaps, setting performance metrics, mentoring team members, collaborating with investment and community teams to align services with member needs, and addressing complex customer issues
• Partnership with senior leadership to define customer-centric policies and contribute to long-term growth, engagement, and brand loyalty

Requirements:

• Demonstrated ability to drive Customer Satisfaction and create measurable improvements in Customer Experience
• Strong Analytical Skills, including experience using data and customer insights to inform strategy and decision-making
• Extensive background in Customer Service management, with a track record of building scalable support processes
• Experience overseeing Contact Centers or multi-channel customer support operations, including quality and performance management
• Proven leadership experience in customer-facing roles
• Excellent communication, stakeholder management, and conflict-resolution skills across diverse cultures and geographies
• Strategic mindset with the ability to translate customer needs into service design, product enhancements, and community initiatives
• strong organizational and time-management skills
• Bachelor's degree in business, marketing, communications, or a related field
• preferably at the director or vice president level
• Background in financial services, investments, or membership-based communities
• advanced degree or equivalent experience