VP of Customer Experience

The Vice President of Customer Experience Operations will lead and scale Weave’s Customer Support Operations and Customer Journey teams. This strategic role will focus on driving world-class customer experiences, improving operational efficiency, and ensuring Weave's customers are successful, engaged, and supported throughout their lifecycle. The ideal candidate brings a mix of visionary leadership, process excellence, and cross-functional influence.

This position will be hybrid remote/in-office.
Reports to: Chief Operating Officer

What You Will Own (Responsibilities)

• Lead and mentor leaders across our Customer Support, Training, and Customer Journey teams

• Build and evolve customer-centric and scalable strategies that drive satisfaction and retention

• Implement best-in-class Customer Support operation and methods including how/when to work with vendors

• Improve operational processes and drive efficiencies across all customer-facing teams

• Champion the voice of the customer in cross-functional initiatives

• Define and track KPIs to ensure accountability, transparency, and continuous improvement

• Partner closely with Product, Marketing, Engineering, and Sales to create seamless customer journeys

• Lead change management and transformation efforts that support business scalability
  

What You Will Need to Accomplish the Job (Minimum Qualifications)

• 12+ years of experience in customer experience, customer support, or operations

• 5+ years in executive or senior leadership roles, preferably in a high-growth tech or SaaS environment leading large scale teams serving tens of thousands of customers 

• Proven track record of leading multiple departments, including customer-facing and operational functions

• Strong business acumen, data orientation, and experience using KPIs to drive decisions

• Demonstrated ability to scale teams, systems, and processes during periods of growth
  Exceptional cross-functional collaboration and executive-level communication skills
  

What Will Make Us Love You (Preferred Qualifications)

• MBA or advanced degree

• Change management or transformation leadership experience

• Passion for coaching, mentoring, and empowering emerging leaders

• Strategic thinker with a bias for action and continuous improvement

• Strong customer empathy paired with a solutions-oriented mindset

Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.

All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.