Head of Client Experience

Project Expedition • New York, NY

1d • $80,000 - $100,000 • Remote

About The Position

Project Expedition is seeking a hands-on, AI-forward Head of Client Experience to scale the organization while maintaining exceptional service. This role requires a leader who will be deeply involved in the product, workflows, and customer interactions, leading from the front. The ideal candidate will leverage AI to enhance team efficiency and consistency while preserving human judgment and empathy. This position owns the day-to-day performance of the Client Experience team, its supporting systems, and its service philosophy, aiming to make support a competitive advantage through operational excellence, product mastery, AI adoption, and hands-on leadership.

Requirements

• 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 (e.g., travel, hospitality, marketplace, e-commerce, logistics, fintech).
• Lead-from-the-front mentality; comfortable jumping into tickets, calls, escalations, workflows, and customer issues.
• Strong product curiosity; desire to learn the product deeply for diagnosis, coaching, and workflow improvement.
• Practical AI and technology fluency; experience using, implementing, or experimenting with AI, automation, support tooling, knowledge-based systems, or agent-assist workflows.
• Strong analytical ability; comfortable with dashboards, metrics, cohorts, QA data, and operational reporting, with the ability to translate data into action.
• Excellent written communication, tone, judgment, and customer empathy.
• Experience building systems: SOPs, playbooks, macros, QA frameworks, escalation paths, onboarding programs, training programs, and performance standards.
• Ability to balance policy, precedent, customer trust, and business judgment.

Nice To Haves

• Travel, hospitality, marketplace, tour/operator, OTA, or time-sensitive operations experience.
• Experience supporting travel advisors, B2B partners, suppliers, or high-expectation customers.
• Experience with international customers, multi-time-zone teams, or 24/7 coverage models.
• Experience partnering with Product/Engineering on tooling, automation, AI-assist, self-service, or analytics improvements.
• Experience improving both efficiency and service quality without making the customer experience feel robotic.

Responsibilities

• Lead the Client Experience function across email, chat, and phone, managing team leads and support specialists.
• 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.
• 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 root causes of customer friction and drive operational, product, or tooling improvements.
• Partner closely with Product, Engineering, Sales, and Supplier teams to improve support tooling, internal workflows, and the customer experience.
• Provide clear recommendations to leadership on what is working, what is broken, what needs investment, and where to scale effectively.
• Explore and implement practical AI use cases such as AI-assisted ticket triage, routing, prioritization, and summarization.
• Implement agent-assist tools for faster responses while preserving warmth, accuracy, and brand voice.
• Improve knowledge management and internal search for accurate and consistent answers.
• Utilize AI for QA support, trend detection, sentiment analysis, and coaching insights.
• Automate repetitive administrative work to allow humans to focus on complex interactions.
• Develop proactive alerts and workflows for time-sensitive travel issues, supplier changes, cancellations, itinerary questions, and customer risk signals.
• Understand where not to automate, recognizing the need for nuance in travel support.

Benefits

• Annual company bonus, up to $3,000 based on company targets and deferred eligibility.
• 15 days of leave (increases to 20 days at 2 years tenure).
• Company Healthcare Plan (Company contribution $9K with 2 completely covered plans).
• 401K company plan.
• Annual work from home budget $500.
• Annual training budget of $250.
• TSA Precheck.
• Annual Project Expedition tour credits of $750.
• Employee discounts on thousands of tours and activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed