VP, Customer Experience

Plexus Worldwide•Scottsdale, AZ

About The Position

Build the Future of Customer Experience at Plexus Worldwide. At Plexus, we believe customer experience is more than support — it’s the emotional connection that drives loyalty, advocacy, and long-term growth. We are looking for a transformational leader to architect the next generation of customer experience across every touchpoint, channel, and market. This is not a “keep the lights on” customer service role. This is an opportunity to redesign the customer journey from the ground up — blending human-centered service, AI-driven innovation, scalable systems, and operational excellence to create a world-class omni-channel experience for both Customers and Ambassadors. If you are energized by building, transforming, innovating, and leading at scale, we want to meet you.

Requirements

12+ years leading customer service, customer experience, or contact center teams
5+ years in senior leadership (Director level or above)
Experience leading multi-site and/or international contact center operations
Proven success scaling customer support in high-growth environments
Strong experience with CRM systems, telephony platforms, AI tools, and customer service technologies.

Nice To Haves

Experience building proactive support ecosystems and self-service platforms
Deep understanding of customer journey mapping and persona development
Ability to translate customer insights and sentiment data into strategic business action
Experience leading operational transformation or digital modernization initiatives
Exposure to subscription, autoship, loyalty, or recurring customer business models

Responsibilities

Lead the strategic vision and operational execution for the entire customer journey — from first interaction through long-term loyalty and retention.
Oversee global customer support operations, domestic and international contact centers, and BPO partnerships.
Manage knowledge management and self-service ecosystems, and AI-enabled support innovation.
Drive customer journey optimization and voice-of-customer strategy.
Lead service scalability and operational transformation.
Champion the customer lens at the executive table and help shape how Plexus evolves to serve a modern, digitally connected consumer.
Define and execute a multi-year customer experience roadmap.
Build a proactive service model that anticipates customer needs before issues arise.
Create scalable systems that balance high-touch service with digital efficiency.
Analyze the full customer lifecycle to identify friction points and growth opportunities.
Design customer journeys that improve engagement, conversion, retention, and loyalty.
Elevate VIP and loyalty experiences through personalized service strategies.
Partner with IT and Product teams to implement emerging AI technologies and automated workflows.
Modernize contact center management using data, automation, and intelligent support tools.
Expand self-service capabilities and global knowledge management systems.
Lead domestic and international customer service teams and BPO relationships.
Establish KPI frameworks across service operations.
Ensure consistency, quality, and cultural alignment across all support channels.
Collaborate closely with Sales, Marketing, Operations, Product, and IT leadership.
Serve as the executive voice of the customer across the organization.
Partner with Ambassador Experience leadership to ensure brand consistency and seamless transitions across support functions.