VP, Client Experience Operations

Merge•Boston, MA

20h•Hybrid

About The Position

At MERGE, we are Built Different. We are a marketing and technology agency purpose-built for the intersection of health and wellness—where human impact matters most. By weaving storytelling through technology, we move beyond traditional engagement to Whole Human Marketing. This approach recognizes that humans are multidimensional and complex, and uses AI to ensure every brand interaction feels natural, contextual, and relevant. This commitment to human-first innovation is what brings us together and propels us forward. We are united by our North Star: to unite people and brands to empower healthier, happier lives. Emerge to the Top of Your Career At MERGE, we strive to create a superior work experience where talented and ambitious people grow. An experience that encourages people to think higher and feel deeper. An experience where people engage their minds and hearts to do the best work of their careers. As Our VP, Client Experience Operations, You Will... Set the strategy for MERGE’s Client Experience infrastructure while also driving execution. This leader defines the long-term vision, design, and performance of the operational systems that enable MERGE to scale without compromising client impact or operational health—and ensures those systems are actually built, adopted, and continuously improved. Reporting to the Chief Client Experience Officer, this role brings strong cross-functional influence, aligning teams and workflows around a unified, high-performing client lifecycle while translating strategy into clear, actionable operating practices.

Requirements

Proven track record as a senior operations leader in a complex, multi-million dollar services or agency environment.
Demonstrated ability to build and scale global operating models that balance enterprise rigor with client-centric flexibility.
Deep experience in change management, with the ability to influence C-suite stakeholders and lead cross-functional teams through operational transformations.
Ability to turn complex data into a strategic narrative that drives executive decision-making.

Responsibilities

Lead the end-to-end, continuous evolution of the MERGE Client Experience Operating System, ensuring it remains a competitive advantage that drives client retention and enterprise value.
Enforce global standards for the client lifecycle, ensuring consistency across all business units while architecting a model that allows for agility based on client tier and service intensity.
Lead organizational change by driving enterprise-wide adoption of core CE rituals, governance standards, and operational rhythms.
Direct governance of the MERGE Impact Score, transforming raw data into a predictive engine that forecasts relationship strength and commercial health.
Analyze portfolio-wide patterns to identify systemic risks and operational gaps; develop and lead high-level intervention strategies to preempt churn and stabilize accounts.
Ensure the operational model prioritizes the delivery of measurable "Value and Outcomes" for clients, moving beyond simple satisfaction to true advocacy.
Design a data-driven reporting and dashboard ecosystem that provides the executive team with real-time visibility into operational consistency and delivery predictability.
Own the roadmap for reducing operational friction, continuously identifying opportunities to automate or streamline workflows to increase the bandwidth of client-facing teams.