Vice President Customer Experience (CX)

Location: Waukesha, Wisconsin, United States; on-site

Company

hirify.global develops solutions that protect homes, strengthen businesses, and support a more resilient, efficient, and sustainable energy future.

What you will do

• Lead the global Customer Experience and CRM strategy across customer contact centers, CRM, and ecommerce workstreams.
• Use stakeholder feedback and performance metrics to prioritize continuous-improvement initiatives.
• Translate business requirements into value-chain, process, talent, and technology solutions with Commercial, Product Management, Operations, and IT stakeholders.
• Direct performance management, operating reviews, succession planning, and team development.
• Select and oversee the configuration, implementation, adoption, and optimization of digital technologies to improve CX and realize ROI.
• Lead cross-functional process design, scalable issue resolution, order-management improvements, and standardization across business groups.

Requirements

• Bachelor’s degree in Business, Finance, Supply Chain, Operations, Customer Care, or equivalent experience.
• At least 10 years leading a combination of CX functions, customer contact centers, CRM, ERP systems, and digital tools.
• At least 15 years of progressive leadership experience building teams and scaling businesses.
• In-depth knowledge of end-to-end CX processes, including contact centers, CRM, ecommerce, sales and marketing integration, and fulfillment.
• Strong process-improvement, analytical, communication, decision-making, and cross-functional collaboration skills.
• Ability to lead effectively in a fast-paced, changing, ambiguous, and global environment.

Nice to have

• Experience leading process mapping and continuous-improvement activities.
• Experience selecting, implementing, adopting, and optimizing CX technology.
• Experience supporting merger and acquisition integration for CX.
• Pricing design and execution experience.
• Experience working in a matrix organization with direct and indirect responsibilities across sales, service, operations, IT, and finance.

Culture & Benefits

• Work in a global organization focused on customer-centered solutions and operational improvement.
• Collaborate across Commercial, IT, Operations, HR, Product Management, and other business functions.
• Lead and develop teams through coaching, feedback, performance management, and succession planning.
• Equal opportunity employment practices apply.