VP, Customer Experience - Operations & Strategy

Alkami Technology•Bentonville, AR

1d•Remote

About The Position

As a key member of the CXG leadership team, the VP, CX Operations & Strategy, will act as the connective tissue across strategy, execution, and performance for Alkami’s Customer Experience Group. This high-impact role will be instrumental in driving operational excellence, shaping scalable systems and processes, and ensuring visibility and action on key metrics that drive revenue attainment, elevate client satisfaction, and team performance. The ideal candidate brings a rare blend of strategic foresight, analytics, operational know-how, and people leadership to help Alkami scale its customer experience operations with precision, agility, and best-in-class service.

Requirements

15+ years of experience in SaaS, Tech, banking, FinTech, or other related fields.
7+ years of experience in strategic people leadership with proven capability in leading high-performing and collaborative teams.
A strong employment and or service history that reflects leadership, managing high-level operations, teams, and community engagement.
Analytical abilities are necessary to make sound decisions, logical interpretations, and to review and interpret financial statements and budgets.
Outstanding interpersonal, written and verbal communication skills and demonstrate professional and effective working relationships.
Strong skill set in prioritizing, strategizing, meeting deadlines and following up on assignments and roles and responsibilities with minimum supervision.
An enthusiasm and passion for people and serving the CXG mission.
Excellent communication and presentation skills.
Demonstrated leadership ability, confidence, and executive presence.
A team player with strong problem-solving skills and emotional intelligence.
Gain the trust and cooperation of others to effectively communicate concepts and ideas to quickly gain buy-in from stakeholders.
Willingness and ability to travel occasionally for in-person meetings and presentations.

Nice To Haves

MBA or advanced degree strongly preferred.
Equivalent combination of education and extensive relevant SaaS industry experience will be considered.

Responsibilities

Lead the development and oversight of CXG's annual operating plan, including staffing forecasts and modeling, travel and operating budgets, unified goal setting, and scenario planning.
Leverage deep understanding of Alkami’s platform, business model, and operating realities to inform short and long-range planning, investment priorities, and strategic decisions that support CXG’s operational maturity and scale.
Partner with Engineering, IT, and other cross-functional stakeholders to evaluate, select, and implement tools and systems that improve operational efficiency and client outcomes. Lead planning and oversee the full lifecycle of integrations to ensure seamless implementation, adoption, and measurable impact.
Champion our AI strategy to gain adoption internal and external to Alkami through the CXG lens.
Collaborate with CXG leadership to define core performance indicators across teams and functions. Take ownership of designing and implementing scalable dashboards and real-time monitoring mechanisms that transform raw data into digestible, actionable insights on team performance and organizational health. Develop and maintain a CXG-specific dashboard that provides visibility into key success metrics for each CXG vertical.
Champion the implementation of a single-pane-of-glass view for our clients into Alkami. Consolidate data sources to provide proactive insights into our clients’ experience.
Identify bottlenecks or inefficiencies and recommend process improvements that help scale the business while preserving quality and experience. This includes proactively assessing team-level skill gaps and working cross-functionally to ensure the CXG organization has the right capabilities, training, and capacity in place to meet future demands, especially those that impact customer effort (e.g., intake mechanisms, first points of contact, etc.).
Anticipate and mitigate operational risks across projects, delivery, and systems to ensure seamless operations. Lead preparedness planning for peak capacity periods and organizational shifts to maintain business continuity.
Responsible for defining, building and delivering CXG- specific offerings into our customer base.
Effectively lead and manage the CXG Operations & Strategy team, setting clear strategy that supports the CXG organization with thoughtful, impactful insights, supporting professional development opportunities, and fostering a high-performing, collaborative team culture aligned with organizational goals.
As needed, drive collaboration between CXG and other orgs (Product, Sales, Finance, Client Success) to ensure shared goals, handoffs, and dependencies are clearly understood and managed.
As needed, act as a trusted advisor across CXG leadership by applying deep product and process expertise to evaluate the impact of initiatives, guide decisions, and ensure operational strategies align with client and business needs.
Provide operational leadership and cross-functional coordination for special initiatives, including due diligence, planning, and integration efforts related to mergers and acquisitions that impact CXG.