Vice President, Customer Experience & Operations

About Our ClientOur client empowers businesses to simply and reliably stream the right content to make their guests' experience great with a suite of innovative multimedia solutions - TV, Digital Signage, Music, and Audio Messaging. The company is the only platform that unifies the full spectrum of media solutions with an enterprise-grade SaaS platform, enabling them to control, schedule, and monitor any number of locations from their web dashboard and mobile app.

From independent local businesses to large national brands - across nearly every industry, including restaurants, bars, retailers, fitness, hospitality, personal care, corporate offices, medical, multi-unit residential, and more, the company provides all the tools & licensed content businesses need. Backed by leading investors including Google and Universal Music Group, the company is the future of out-of-home media. About The RoleOur client is redefining in-location media experiences across a diverse, large-scale customer base - from SMBs to global enterprise brands.

As Vice President, Customer Experience & Operations, you’ll own and scale the entire post-sale customer journey - from onboarding and implementation to support and long-term success. You’re a visionary leader, architecting the strategy and structure for how the company serves customers, while building and developing the teams that bring that vision to life. You’ll lead multiple functions and cross-functional initiatives, champion the customer, and design experiences that drive loyalty and growth.

This role is perfect for a bold, systems-minded leader who thrives on solving complexity at scale - and who has a track record of building and leading high-performing service organizations from the ground up. You Will Own, Design & Collaborate in the Following Areas: Customer Experience Strategy & DesignArchitect the end-to-end post-sale journey across every touchpoint—from onboarding to renewal. Own the vision and execution for a high-scale, high-touch experience that delights customers of all sizes. Partner with Product, Sales, and Marketing to infuse the voice and needs of the customer into company-wide initiatives.

Customer SuccessLead the Customer Success strategy to deepen product adoption and drive retention. Scale onboarding, engagement, and expansion programs for both SMB and enterprise clients. Partner with Success leaders to deliver insights, drive renewals, and create advocacy. Customer SupportOversee Support operations and elevate the function into a core brand differentiatorDrive a culture of empathy, speed, and resolution - across all support tiers and touchpoints. Lead with automation, data, and experience design to ensure scalable, proactive supportFulfillment & ImplementationLead seamless delivery and deployment of solutions across thousands of locations. Build and scale processes for hardware logistics, third-party installs, and self-service activation.

Design fulfillment as an experience - not just a transaction. Order-to-Cash ExcellencePartner closely with Finance and internal teams to streamline billing, provisioning, and account transitions. Ensure a frictionless post-sale experience - from accurate billing setup within complex organizational structures to long-term customer value realization. Cross-Functional OperationsBe the connective tissue across GTM, Product, and Operations to remove friction and enable a best-in-class experience. Serve as a thought partner and executor on company-wide initiatives to drive growth and retention. You Have:

15+ years of leadership experience in customer-centric organizations - ideally in SaaS, subscription-based, or experiential businesses - delivering solutions that span both software and hardware in brick-and-mortar environments. Proven experience owning and scaling Support and Success organizations in high-growth environments. Strong operational acumen with a track record of designing scalable, data-driven processes. Deep passion for customer experience, journey mapping, and service design. Strong partnership muscle - especially across Product, Sales and Finance. Hands-on experience with tools like Salesforce, Zendesk, Netsuite, and other customer systems. Inspirational leadership style, with the ability to coach, build, and retain high-performing teams.

BA/BS required; advanced degree a plus. Salary RangeThe compensation band for this role is $215k to $260k + bonus, as well as equity, and benefits for all team members. Values: Drive: We pursue the mission with relentless tenacity, passion, and optimism and inspire those around us to do the same. We love the journey and are on offense all the time. Yesterday was good enough for yesterday, but today we have to do even better. Accountability: We take ownership of our promises, responsibilities, behaviors, and products, and we expect the same of others.

Standing behind our mistakes, communicating honestly, and making things right creates trust and strong relationships. Curiosity: We are hungry to learn and continually deepen our knowledge, skills, and understandings. We have a growth mindset and are intellectually curious. We challenge our beliefs and seek feedback and insights from others. The “Why” and “How” always matters. Empathy: We embrace that no two people or businesses are the same. We strive to understand others as deeply as possible and feel their pains and passions. Ingenuity: We work hard but we think smart.

We bring creativity, technology, and practicality together to solve tough challenges. Integrity: We say what we mean, and do what we say, simply, clearly, honestly. Note: “We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS. ”