Head of Client Experience

About the role

Project Expedition is looking for a hands-on, AI-forward Head of Client Experience to help us scale an organization already known for exceptional service, without losing the personal touch our clients, travel advisors, partners, and travelers expect. This is not a strategy-only CX leadership role. We are looking for someone who leads from the front: someone who will learn the product deeply, understand our workflows, spend time in the queue, handle tickets when needed, take ownership of escalations, engage directly with customers, and coach the team from firsthand experience. Our belief is simple: in travel, service cannot feel automated. Travel is emotional, time-sensitive, and often high-stakes. The right leader will know how to use AI to make our team faster, smarter, more consistent, and more proactive, while preserving the judgment, empathy, and human care that define an exceptional client experience. You will own the day-to-day performance of the Client Experience team, the systems that support it, and the service philosophy behind it. Your mandate is to turn support into a measurable competitive advantage through operational excellence, product mastery, thoughtful AI adoption, and hands-on leadership.

Responsibilities

• You will lead our Client Experience function across email, chat, and phone, managing team leads and support specialists while staying close enough to the work to understand what is really happening on the front lines.
• You will be expected to:
• Lead, coach, and develop team leads and support specialists across email, chat, and phone.
• Spend regular time in the ticket queue and reporting to understand customer pain points, product gaps, process friction, and team execution.
• Personally handle escalations, difficult customer situations, VIP/advisor issues, and time-sensitive travel problems when needed.
• Learn and master the Project Expedition product, booking flows, supplier/operator workflows, advisor needs, internal tools, and customer journey.
• Build a culture where leaders model the standard, not just measure it.
• Own key operating metrics, including CSAT, SLEs, QA scores and other service-quality indicators.
• Establish and improve QA programs, calibration routines, coaching cadences, SOPs, escalation paths, and training materials.
• Improve workforce planning, scheduling, coverage models, training ramps, and peak-season readiness.
• Use data to identify the root causes of customer friction and turn those insights into clear operational, product, or tooling improvements.
• Partner closely with Product, Engineering, Sales, and Supplier teams to improve support tooling, internal workflows, and the customer experience.
• Bring clear recommendations to leadership on what is working, what is broken, what needs investment, and where we can scale more effectively.
• AI + Human Touch
• We are not looking for someone who wants to "automate customer service" at the expense of quality. We are looking for someone who understands how to combine AI, automation, better systems, and human judgment to deliver a higher level of service than either people or technology could deliver alone.
• You should be excited to explore and implement practical AI use cases such as:
• AI-assisted ticket triage, routing, prioritization, and summarization.
• Agent-assist tools that help the team respond faster while preserving warmth, accuracy, and brand voice.
• Better knowledge management and internal search so the team can answer confidently, accurately, and consistently.
• QA support, trend detection, sentiment analysis, and coaching insights.
• Automation of repetitive administrative work so humans can focus on complex, emotional, urgent, or high-value interactions.
• Proactive alerts and workflows for time-sensitive travel issues, supplier changes, cancellations, itinerary questions, and customer risk signals.
• You should also know where not to automate. The right person will understand that travel support often requires nuance: last-minute changes, disappointed customers, special requests, refunds, safety concerns, travel advisor relationships, and high-stakes moments where empathy and judgment matter.

Requirements

• Must-Have Experience
• 6-10+ years in Customer Support, Client Experience, Customer Success, Travel Operations, or a similar customer-facing function.
• 3+ years managing managers, team leads, or a meaningful support/client experience organization.
• Proven experience scaling support or service operations in a high-volume, time-sensitive environment such as travel, hospitality, marketplace, e-commerce, logistics, fintech, or similar.
• A true lead-from-the-front mentality. You are comfortable jumping into tickets, calls, escalations, workflows, and customer issues to understand the work and set the standard.
• Strong product curiosity. You are the type of leader who wants to learn the product deeply enough to diagnose issues, coach effectively, improve workflows, and represent the customer's vo

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