Vice President, Customer Experience

Vice President, Customer Experience

Remote – United States | Full-Time
$140,000 – $160,000 base + performance-based bonus

Overview

Own and optimize the end-to-end veteran experience across all customer-facing teams. This role is responsible for identifying breakdowns, solving root problems, and building scalable systems that drive speed, quality, and consistency.

This is a hands-on executive role. Success is measured by execution, accountability, and measurable outcomes—not strategy alone.

What You’ll Own

Customer Experience

• Own the full veteran journey from intake through claim completion
• Identify and eliminate friction, delays, and service breakdowns
• Ensure clear, consistent communication across all touchpoints

Risk & Problem Solving

• Proactively identify operational risks and implement preventative solutions
• Own escalations, complaints, and service failures end-to-end
• Build systems and controls to prevent recurring issues

Team Leadership

• Lead Customer Service, Fulfillment (Intake), Veteran Success, and Resolutions teams
• Develop and coach managers and emerging leaders
• Set KPIs, accountability standards, and performance expectations
• Partner with HR on hiring and performance management

Operations

• Build and standardize SOPs across CX functions
• Improve workflows, systems, and tools to drive efficiency and quality
• Ensure alignment across a remote, multi-time-zone workforce

Cross-Functional Leadership

• Partner with Operations, HR, Product, and Executive Leadership
• Provide visibility into performance, risks, and trends
• Translate customer insights into operational improvements

Qualifications

Required

• 8–12+ years in Customer Experience, Customer Success, or Operations leadership
• Proven experience leading multiple teams or functions
• Strong problem-solving and decision-making ability
• Experience building SOPs, KPIs, and scalable operational systems
• Ability to operate in a fast-paced, high-growth environment
• Strong executive presence and communication skills

Preferred

• Experience in healthcare, VA claims, or veteran services
• Experience leading remote or distributed teams

Work Environment & Benefits

• Fully remote (U.S.-based)
• Competitive salary + performance-based bonus
• Mission-driven organization supporting veterans