VP, Customer Experience

Responsibilities

• As VP of Customer Experience, you will lead the strategic vision and operational execution for the entire customer journey - from first interaction through long-term loyalty and retention.
• You will oversee:
• Global customer support operations
• Domestic and international contact centers
• BPO partnerships
• Knowledge management and self-service ecosystems
• AI-enabled support innovation
• Customer journey optimization
• Voice-of-customer strategy
• Service scalability and operational transformation
• Most importantly, you will champion the customer lens at the executive table and help shape how Plexus evolves to serve a modern, digitally connected consumer.
• Key Performance Objectives
• Customer Experience Transformation
• Redesign and modernize the end-to-end customer journey
• Establish a differentiated experience for Customers vs. Ambassadors
• Improve customer retention, loyalty, and satisfaction metrics
• Create a seamless omni-channel support ecosystem
• AI & Innovation Leadership
• Introduce AI-enabled customer service capabilities that improve speed, quality, and scalability
• Reduce friction through automation and proactive support solutions
• Expand digital self-service adoption and knowledge base utilization
• Operational Excellence
• Improve CSAT, response times, and resolution efficiency globally
• Build scalable support infrastructure capable of supporting aggressive growth
• Optimize global contact center operations across HQ, international teams, and BPOs
• Business Growth Impact
• Support acquisition and retention of direct customers through exceptional service experiences
• Partner cross-functionally to influence subscription, loyalty, and customer engagement strategies
• Help evolve Plexus into a modern customer-first organization
• Strategic Leadership
• Define and execute a multi-year customer experience roadmap
• Build a proactive service model that anticipates customer needs before issues arise
• Create scalable systems that balance high-touch service with digital efficiency
• Customer Journey Innovation
• Analyze the full customer lifecycle to identify friction points and growth opportunities
• Design customer journeys that improve engagement, conversion, retention, and loyalty
• Elevate VIP and loyalty experiences through personalized service strategies
• AI & Digital Transformation
• Partner with IT and Product teams to implement emerging AI technologies and automated workflows
• Modernize contact center management using data, automation, and intelligent support tools
• Expand self-service capabilities and global knowledge management systems
• Operational Leadership
• Lead domestic and international customer service teams and BPO relationships
• Establish KPI frameworks across service operations
• Ensure consistency, quality, and cultural alignment across all support channels
• Cross-Functional Partnership
• Collaborate closely with Sales, Marketing, Operations, Product, and IT leadership
• Serve as the executive voice of the customer across the organization
• Partner with Ambassador Experience leadership to ensure brand consistency and seamless transitions across support functions

Requirements

• You are:
• A transformational builder, not a maintenance operator
• Obsessed with customer experience and operational excellence
• Equally comfortable discussing AI strategy and frontline service realities
• A visionary leader who can inspire change while executing with discipline
• Empathetic, innovative, and highly collaborative
• You understand both:
• The emotional side of customer loyalty
• The operational mechanics required to scale exceptional service globally
• You likely started your career in customer support or contact center operations and worked your way into executive leadership.
• What You Bring
• Required Experience
• 12+ years leading customer service, customer experience, or contact center teams
• 5+ years in senior leadership (Director level or above)
• Experience leading multi-site and/or international contact center operations
• Proven success scaling customer support in high-growth environments
• Strong experience with CRM systems, telephony platforms, AI tools, and customer service technologies.
• Preferred Experience
• Experienc

Benefits

Additional Information

Build the Future of Customer Experience at Plexus Worldwide At Plexus, we believe customer experience is more than support - it's the emotional connection that drives loyalty, advocacy, and long-term growth. We are looking for a transformational leader to architect the next generation of customer experience across every touchpoint, channel, and market. This is not a "keep the lights on" customer service role. This is an opportunity to redesign the customer journey from the ground up - blending human-centered service, AI-driven innovation, scalable systems, and operational excellence to create a world-class omni-channel experience for both Customers and Ambassadors. If you are energized by building, transforming, innovating, and leading at scale, we want to meet you.

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