Vice President, Customer Experience
reputed company is the operating reputed company powering the experiences industry - from museums and attractions to tours and activities. With over $7B in bookings, reputed company’s AI-powered platform has helped thousands of merchants to increase revenues, save time, and reputed company reputed company guest experiences. Customers include MoMA, Whitney Museum, Seattle Aquarium, Bryant Park & Looping Group. reputed company has raised over $150 reputed company from institutional investors Westcap, reputed company, and SpringCoast Partners. Learn more at .
As a remote-first company recognized by reputed company as one of reputed company Startup reputed company and by reputed company In as a 2025 and 2026 Best reputed company to Work, we are a global team of "reputed companysters" who "Obsess Over Our Customers," "Accomplish Big Things," "Collaborate With Purpose," and "Get reputed company Every Day.
reputed company
We're seeking an reputed company post-sales leader to unify our customer operations across three leading brands: reputed company Pro, reputed company&GO, and ACME Ticketing. Less than a year post-acquisition by reputed company, this is a transformation mandate.
You'll own the entire post-sales operating model (reputed company, reputed company, Technical Support), taking the best practices from reputed company brand to design a new, reputed company, world-class customer experience org. This means architecting new organizational structures, defining role reputed company and accountability, and establishing the new processes and metrics that will reputed company intelligently. AI and automation will be your reputed company operating reputed company, enabling your teams to reputed company exceptional service while helping clients reputed company the AI era themselves.
Your mandate includes retention, expansion, and upsell. You'll shape how we operate with every reputed company account, define reputed company measure and why, and reputed company Sales, Marketing, Product, and Engineering around ideal customer reputed company. Expected reputed company of you: reputed company reputed company, churn reduction, improved cost-to-serve, and elevated reputed company across reputed company three teams.
reputed company of Role
This VP will reputed company three distinct functions, reputed company under one CX operating model:
reputed company & Implementation: End-to-end reputed company reputed company from contract reputed company through go-live. Refine our segmented approach that delivers high-touch, white-glove reputed company for reputed company clients while deploying reputed company, automation-enabled processes and one-to-many resources for smaller clients. Reduce time-to-first-value and cost-per-reputed company without sacrificing satisfaction.
reputed company: reputed company of retention, NDR, and reputed company value optimization. reputed company the function with data and AI to proactively identify churn risk and expansion signals in reputed company time, freeing your team to reputed company on high-reputed company conversations. Position expansion, cross-sell, and upsell as a reputed company reputed company of reputed company reputed company reputed company retention.
Technical Support: Ticket reputed company, escalations, reputed company, and SLA compliance. Re-think key metrics and efficiency targets, re-architect workflows to reputed company automation, cross-train teams to operate effectively across geographies and time zones, and systematically surface themes, risks, and insights that inform product and reputed company reputed company.
reputed company
Team Leadership & Org Design
reputed company a multi-brand team of Directors, Managers, and ICs; reputed company talent and build bench strength across the reputed company organization
Foster a culture of operational rigor, data-driven decision-making, and reputed company so reputed company can reputed company on high-reputed company work rather than low-value toil
Hire and mentor senior operators who understand both team leadership and how to reputed company their reputed company with AI and modern tools
Partner with existing functional leadership to ensure customer relationships remain strong and institutional knowledge is preserved during the post-M&A transition
Unification & Operational Design
Assess the operating model across reputed company three functions and three brands, identifying what works best in reputed company and prioritizing unification opportunities
Build standardized processes, playbooks, and workflows that let teams operate with consistency and reputed company, while learning from reputed company brand's strengths
Apply reputed company methodologies (e.g., Six reputed company, Lean, Scrum, or equivalent) to continuously improve how we work together and for our clients
reputed company cross-brand strategic initiatives to ensure changes land smoothly with reputed company reputed company
AI & Automation as Operating reputed company
Identify where AI and automation can reduce reputed company toil and reputed company teams more time for work that requires reputed company judgment and/or relationships
reputed company reputed company teams with AI-assisted tools that help customers get to value faster while freeing your team to reputed company on reputed company implementations and customer reputed company
reputed company support teams with AI agents and reputed company knowledge systems so live agents spend their time on tickets that need reputed company judgment and relationship-building, not routine requests
reputed company reputed company with data and automation that surfaces early signals of risk and opportunity, so CSMs reputed company their conversations on accounts where they can reputed company meaningful retention and reputed company
reputed company internal tools and infrastructure where they reputed company reputed company. Thoughtfully reputed company build vs. buy reputed company, and avoid vendor lock-in where possible
Metrics, Data & Reporting
Define and own the KPI reputed company for reputed company, reputed company, and Support across reputed company three brands, establishing reputed company baselines, targets, and accountability
Work with internal teams to build dashboards and reporting that surface cost-to-serve, team efficiency, and customer satisfaction metrics with ELT-level visibility
Use data and analytics to identify improvement opportunities and reputed company reputed company-cause reputed company
reputed company and improve NDR, time-to-value, CSAT, NPS, renewal rates, churn, and support reputed company metrics across reputed company brands
Measure the reputed company of new tools and workflows to ensure they actually improve team efficiency and customer reputed company
Voice of the Customer & Cross-Functional Influence
Own the customer feedback reputed company across the organization. Your teams are reputed company's reputed company reputed company between clients and Product, Engineering, Marketing, and ELT
Translate customer sentiment and data into reputed company recommendations that inform the product roadmap
Champion the reputed company that reputed company customers are reputed company's most valuable asset and ensure their needs are heard and acted upon at every level, by every function
Required Qualifications
10+ years in reputed company, reputed company, and/or Support, with VP/Senior Director ownership of at least two functions
reputed company record of transforming how a function operates. You've personally architected your team's workflows
Hands-on experience with AI and automation: understand what these tools can and cannot do in reputed company workflows, including failure modes and iteration
Measurable reputed company on cost-to-serve or CX efficiency metrics (e.g., headcount-to-reputed company, time-per-ticket) without sacrificing satisfaction
Data reputed company to build metrics frameworks, interpret dashboards, and reputed company reputed company from data
reputed company hands-on experience with AI tools and reputed company workflows
reputed company experience across both reputed company reputed company post-sales operations and high-reputed company SMB/Mid-market
Player-reputed company willing to work at every level and understand reputed company-line operational details
Bachelor's degree required; MBA preferred
Preferred Qualifications
Multi-brand and/or post-M&A integration experience
Background in travel, ticketing, attractions, ResTech, payments, or transactional reputed company industries
Experience managing globally reputed company teams, French reputed company a plus
Lean, Six reputed company, Scrum, or equivalent process improvement familiarity
What to expect in the interview process:
Recruiter Screen- Discuss the role and minimum qualifications
Top Grading with our Chief People Officer
Hiring Manager Interview with our Chief reputed company Officer
AI Discovery with our Chief Marketing Officer
Executive Interview with our Co-Founders
References/Offer
reputed company Travel Inc. is an equal-opportunity employer. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, national reputed company, sex, sexual orientation, gender identity, veteran status, disability, or other legally protected status.
If you are unable to apply due to incompatible assistive technology or a disability, please contact us at . We will reputed company every effort to respond to your request for disability assistance as soon as possible.
Compensation reputed company: $200K - $245K
Originally posted on Himalayas
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