We are seeking a strategic and visionary General Manager – Customer Experience to lead the organization’s end-to-end customer experience strategy and operations. In this executive role, you will oversee customer experience programs, direct multi-level service teams, and work cross-functionally to ensure every customer touchpoint is aligned with organizational values, operational goals, and customer satisfaction standards.
You will be responsible for building a customer-first culture, driving innovation in service delivery, and using data and insights to influence strategic decisions and long-term growth.
CX Strategy & Leadership:
Define and execute a comprehensive customer experience strategy across all departments and channels.
Lead efforts to create a unified, consistent, and scalable approach to customer engagement.
Team & Department Oversight:
Oversee and guide CX teams including support, onboarding, and experience management functions.
Build team structures, define performance KPIs, and lead professional development initiatives.
Customer Journey Ownership:
Evaluate and optimize the entire customer lifecycle, from first contact to post-service follow-up.
Identify gaps, reduce friction, and enhance satisfaction across digital and human interactions.
Voice of the Customer (VoC) Programs:
Oversee the collection, analysis, and application of customer feedback (NPS, CSAT, CES, etc.).
Translate insights into organizational initiatives that improve service quality, loyalty, and advocacy.
Cross-Functional Collaboration:
Work closely with Product, Operations, Sales, Marketing, and IT to ensure customer needs drive product and process improvements.
Serve as the customer experience voice in executive strategy sessions.
Operational & Financial Accountability:
Develop and manage the department’s budget, staffing plan, and resource allocation.
Implement tools, technologies, and automation solutions that scale and enhance support capabilities.
Reporting & Executive Communication:
Present regular CX performance reports to the executive team.
Use data-driven insights to influence corporate strategy and decision-making.
Bachelor’s degree in Business Administration, Customer Experience, or related field (Master’s or MBA preferred)
10+ years of experience in customer service, support, or experience functions
At least 5 years in a senior leadership or general management role
Proven success building and scaling customer experience programs across multiple teams
Experience with enterprise-level CRM and CX platforms (e.g., Salesforce, Zendesk, Qualtrics)
Executive leadership with strategic thinking and operational excellence
Strong business acumen and financial planning capabilities
Deep understanding of customer psychology and journey design
Excellent communication, stakeholder management, and change leadership skills
Data-driven mindset with a passion for continuous improvement and innovation