Senior Vice President of Customer Experience

Talkdesk

10h • $265,000 - $400,000 • Onsite

About The Position

As the Senior Vice President of Customer Experience, your primary mission is to define and execute a comprehensive global customer strategy aligned with Talkdesk’s business objectives, driving Net Revenue Retention (NRR), exceptional customer ROI, adoption, and sustainable enterprise growth. Operating at the executive level, you will manage, lead, and scale a global, multi-departmental organization encompassing Global Professional Services, Customer Care (Customer Support), Customer Experience Management (Customer Success), and Customer Enablement. You will own Talkdesk's global post-sales customer organization while directly leading the evolution and execution of our global unified delivery model across core CCaaS and AI/agentic solutions, with particular focus on scaling our Agentic Delivery and Forward Deployed capabilities. Reporting directly to the Chief Product, Technology & Customer Officer, you will act as a pivotal executive leader—bridging high-level technical architecture and product innovation with on-the-ground customer execution. As AI continues to be a core part of our portfolio and we expand our agentic capabilities, you will build on and scale proven delivery methodologies and Forward Deployed models to drive greater consistency, accelerate time-to-value, and deliver measurable customer outcomes across our portfolio.

Requirements

• 15+ years of progressive leadership experience in Customer Experience and/or Professional Services within global SaaS or cloud enterprise environments, including 5+ years in a senior executive role (VP or SVP).
• Strong technical foundation and demonstrated ability to lead highly technical customer delivery organizations, engage deeply with Product and Engineering teams, and credibly navigate enterprise architecture, integrations, AI/agentic solutions, and complex deployment environments.
• Master's degree or MBA highly preferred; Bachelor's degree required.
• Exceptional communication, persuasion, and C-suite negotiation skills. Proven ability to translate complex technical, product, and operational concepts into clear business value for enterprise executives.
• Demonstrated success leading complex, large-scale enterprise implementations and evolving global delivery models across multiple products, technologies, and customer segments, including technical and Forward Deployed delivery motions.
• Deep understanding of enterprise AI delivery (including Generative AI, LLMs, and agentic frameworks), contact center operations (CCaaS/UCaaS), enterprise software implementations, and customer retention strategies.
• Strong analytical and executive decision-making skills with a track record of implementing innovative solutions to overcome structural, operational, or deployment bottlenecks.
• Proven ability to build, manage, and inspire large, distributed, multi-tiered global organizations (200+ headcount across CX organization).

Responsibilities

• Lead the strategy and execution of Talkdesk’s global delivery model across CCaaS and AI/agentic solutions, including Agentic Delivery and Forward Deployed teams, establishing scalable, repeatable deployment methodologies and a consistent customer experience across our portfolio.
• Act as a key catalyst for organizational change, evolving our delivery capabilities as we scale AI and agentic solutions alongside our core CCaaS offerings, building the technical and Forward Deployed capabilities required to deliver increasingly complex AI solutions and ensure enterprise customers accelerate time-to-value and achieve measurable ROI.
• Optimize the delivery operating structure and capabilities to meet the changing needs of our product portfolio and customers, bringing together the right Professional Services, technical, and cross-functional resources around customer outcomes.
• Work in direct partnership with Product and Engineering executive leaders to translate real-world deployment insights, customer edge cases, and field feedback into actionable product roadmap priorities.
• Formulate and implement overarching strategies to continuously elevate the post-sales customer experience across Professional Services, Customer Care, Customer Experience, and Customer Enablement, driving customer adoption, retention, expansion, and Net Revenue Retention (NRR).
• Own the overall success of the Customer Experience function. Apply broad business acumen to make strategic, enterprise-wide decisions that impact multiple functions and drive the company's long-term growth and profitability goals.
• Develop, manage, and optimize global multi-million dollar budgets across all CX disciplines, balancing revenue targets and gross margins while driving operational efficiencies and delivering regular financial and operational reporting to senior leadership.
• Serve as a hands-on executive leader with a strong, visible presence with customers, including regular in-person engagement with strategic accounts and C-level and board-level stakeholders, to understand business needs firsthand, foster deep trust, stay close to customer outcomes and challenges, and serve as an executive sponsor for major global accounts.
• Collaborate seamlessly with Sales, Revenue, Product, and Marketing leaders to align pre-sales expectations, execute smooth customer handoffs, drive retention, and identify expansion pathways.
• Drive talent strategy across the CX organization by recruiting, developing, and retaining world-class leaders and practitioners.
• Provide strategic direction, mentorship, and executive succession planning while fostering an inclusive, transparent culture centered on accountability, high-quality execution, and AI fluency.

Benefits

• Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
• 401(k) plan
• Uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.
• 14 paid holidays each year.
• Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive