Vice President, Customer Experience (Ecommerce)

Location: Onsite at the HQ in Union City, Georgia or onsite in Las Vegas, Nevada; relocation available.

Company

hirify.global provides commerce-enablement technology and high-volume fulfillment services, including fulfillment, warehousing, transportation, OMS, pre- and post-purchase, and WMS platforms.

What you will do

• Partner with CX executives to define and execute the company-wide customer experience strategy.
• Own significant customer portfolios and the teams responsible for retention, renewals, customer health, executive engagement, and expansion.
• Build scalable segmentation, coverage models, service tiers, and account ownership standards.
• Integrate acquired customer portfolios and CX organizations while protecting relationships and institutional knowledge.
• Establish operating mechanisms for health scoring, QBRs, escalations, renewal planning, churn prevention, and executive sponsorship.
• Develop CX leaders, strengthen the voice of the customer, and coordinate with Operations, Product, Sales, Finance, Solutions, and Implementations.

Requirements

• 15+ years of experience in Customer Experience, Customer Success, Account Management, or another customer-facing leadership function.
• Experience leading leaders and large, multi-layered customer organizations and portfolios spanning multiple segments.
• Experience with international or geographically distributed customer organizations and scalable coverage models.
• Expertise in retention, renewals, customer health, NRR/GRR, NPS/CSAT, commercial negotiations, account economics, and escalations.
• Strong executive presence, analytical skills, and cross-functional leadership experience.
• Willingness to work onsite in Union City, Georgia or Las Vegas, Nevada and travel regularly to customers and hirify.global facilities.

Nice to have

• Experience in 3PL, fulfillment, transportation, logistics technology, ecommerce, or complex B2B operations.
• Experience integrating customer portfolios after acquisitions.
• Experience scaling CX organizations serving enterprise accounts and large smaller-customer populations.
• Experience with Salesforce, Gainsight or similar CX platforms, customer health scoring, automation, data visualization, and AI-enabled engagement.

Culture & Benefits

• Executive partnership with an existing VP of Customer Experience and a broader CX leadership team.
• Autonomy over defined customer portfolios, teams, and strategic priorities.
• Opportunity to shape a unified customer operating model during rapid growth, acquisitions, and international expansion.
• Regular travel to customers and hirify.global facilities is part of the role.