Vice President, Customer Experience & Delivery

Optus, Inc • Jonesboro, AR

124d

About The Position

The Vice President of Customer Experience & Service Delivery is a senior leader accountable for shaping and executing the strategic direction of break/fix service delivery, help desk, and project execution teams. This role goes beyond operational oversight; it is central to embedding a customer-first mindset across the organization. By driving measurable outcomes that directly improve customer satisfaction, loyalty, and long-term value, this leader ensures every process, interaction, and service aligns with customer success. Acting as both strategist and cultural champion, the VP translates customer insights into actionable plans, cascades customer-focused practices throughout the organization, and continuously elevates service performance to deliver exceptional, consistent customer experience.

Requirements

• Must be based in, or willing to relocate to, Jonesboro, AR.
• Bachelor’s degree required.
• 7–10 years of senior leadership in customer service, technical support, or managed services.
• Proven record of driving results in fast-paced, customer-focused environments.
• Skilled at scaling teams, improving customer outcomes, and embedding a customer-centric culture.
• Experienced in leading large, distributed teams and managing complex service operations.
• Strong expertise in project management, service strategy, and remote support environments.
• Experienced with subcontractor management and national service logistics.
• Proficient in Microsoft Office and CRM/service platforms (e.g., Salesforce).
• Exceptional leadership, communication, and organizational skills.
• Proven ability to drive results through influence, accountability, and strategic vision.

Responsibilities

• Oversee end-to-end service delivery operations, including break/fix support, help desk, and project teams, ensuring alignment with SLAs, KPIs, and customer satisfaction goals.
• Champion the use of tools such as Salesforce and automation platforms to optimize workflows, reporting, and service responsiveness.
• Lead resolution of escalated service issues with urgency and professionalism, ensuring root cause analysis and long-term solutions.
• Continuously refine service offerings and delivery processes to align with evolving customer needs and service strategies.
• Mentor and develop departmental leaders to build high-performing, empowered teams.
• Guide resource planning and allocation to ensure optimal coverage, efficiency, and scalability.
• Design and implement training plans and development programs that elevate team capabilities and service quality.
• Promote a culture of accountability, ownership, and continuous learning.
• Establish and monitor performance benchmarks to measure service effectiveness and customer satisfaction.
• Analyze customer feedback and satisfaction data to identify trends, gaps, and opportunities for proactive improvement.
• Lead cross-functional initiatives to enhance customer journey and eliminate friction points.
• Expand and strengthen the subcontractor network to support national service delivery excellence.
• Partner with executive leadership to define and execute strategic goals for service delivery and customer experience.
• Provide regular performance updates, insights, and recommendations to stakeholders.
• Foster collaboration across departments to ensure alignment and transparency in service operations.

Benefits

• Competitive salary range with bonus opportunities
• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees