VP of Customer Experience | Remote or Hybrid

US Signal • Grand Rapids, MI

6d • Hybrid

About The Position

US Signal is seeking a Vice President of Customer Experience to own and elevate the customer experience across its technical and support functions. This is a senior, enterprise-level leadership role reporting directly to the Chief Operating Officer, with accountability for CX strategy, operational excellence, budget performance, and measurable outcomes across the full customer lifecycle. This role is central to how customers experience US Signal — from day-to-day service quality through complex escalations and long-term retention. The VP will define the CX vision, build and develop leaders, drive continuous improvement, and partner closely with Sales, Engineering, Finance, and executive leadership to ensure customers consistently receive the reliable, high-quality service they expect. The VP will set the strategy and lead the operational execution of customer experience at US Signal, overseeing cross-functional teams supporting cloud, data center, and network infrastructure operations alongside customer support and service functions. This includes owning the operating budget, performance metrics, and the people who deliver on commitments. Success requires strategic vision, operational discipline, and the ability to lead through managers, influence peers, and represent the voice of the customer at the executive level.

Requirements

• Bachelor's degree or 4+ years of equivalent professional experience in business administration, operations, or a related field
• 6+ years of experience in customer experience, service delivery, or technical operations, including direct leadership of cross-functional teams
• 3+ years of experience managing managers or directors in a customer-facing function
• Demonstrated track record of driving measurable improvements in customer satisfaction, SLA performance, and service quality in a B2B technology environment
• Experience managing teams that support cloud, data center, or network infrastructure operations
• Experience owning an operating budget, including headcount planning and vendor spend
• Availability to support escalated customer situations outside of standard business hours as needed
• Ability to travel as needed
• Valid driver's license and insurance

Responsibilities

• Set the CX vision and strategy.
• Define and execute a scalable operating model for Customer Experience aligned to US Signal's growth objectives, evolving service portfolio, and customer expectations.
• Translate strategy into executable priorities for the CX organization.
• Lead operational execution.
• Oversee cross-functional teams responsible for service delivery, infrastructure support, and customer operations — ensuring SLA adherence, consistent execution, and scalable processes across cloud, data center, and network environments.
• Champion the customer.
• Drive initiatives that improve satisfaction, reduce escalations, and strengthen retention.
• Surface customer feedback across the organization and close service gaps before they become problems.
• Own financial performance.
• Manage the CX operating budget — headcount, tooling, and vendor spend — to deliver outcomes within financial targets.
• Monitor and report on cost center performance.
• Hold the standard on performance.
• Own the KPIs and service level metrics that define US Signal's service quality.
• Lead continuous improvement efforts and hold teams accountable when results fall short.
• Build a high-performance organization.
• Lead and develop managers and senior contributors across the CX function — setting clear expectations, coaching to outcomes, building succession depth, and fostering a culture of accountability and customer ownership.
• Partner across Sales, Engineering, Finance, and executive leadership to align delivery capabilities with business objectives.

Benefits

• Generous paid time off, including vacation and 10 paid holidays
• Competitive medical, dental, and vision benefits with flexible spending accounts
• 401(k) retirement plan with a generous company contribution
• Employer-paid group term life insurance
• Wellness incentive program
• Paid volunteer time
• Business casual work environment

What This Job Offers

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