Job Posting: SVP, Customer Experience

Position Title::
SVP, Customer Experience

Hiring Company::
Davis Talent

Contact::
jenna@davistalent.com

Job Description:

Role
Senior Vice President, Customer Experience

Type
Full-time, W2, Direct Hire

Location
Headquarters are in Dallas, TX, with additional offices in Los Angeles, CA, and Port St. Lucie, FL. This is a hybrid role with a preference for at least three days onsite each week. The ideal candidate will be onsite in one of the office locations. This requires 25% to 50% travel to offices, partners, and customers. Relocation may be available.

Management
You will directly manage approximately 60 to 70 employees across Partner Service, Merchant Service, Technical Support, Activation, and Installation. You will have 3 to 4 managers reporting to you. The broader organization will connect Customer Support, Technical Support, Onboarding, Implementations, Customer Success, Customer Experience, and Global Operations. Our team includes both U.S.-based employees and Manila resources. We expect the team structure to change as AI agents take over parts of the workflow.

Reports to
CEO with a dotted line to the COO.

Benefits

• Medical

• Dental

• Vision

• Health Savings Account

• Short-Term Disability

• Long-Term Disability

• Term Life Insurance

• Voluntary Life Insurance

• AD&D Insurance

• Aflac coverages

The Company
We are a private, high-growth payments and financial technology business focused on embedded payments and software platforms. We work with software partners, resellers, merchants, and financial institutions to make payments a more integrated part of the software experience.

We have grown through multiple acquisitions and are going through a major transformation of our operating model. We are moving into our next phase of growth with a focus on making payments closer to invisible, improving the customer experience, and using payments as a competitive advantage for our clients and partners.

We have approximately 300 employees across the organization, with teams in the U.S. and Manila.

Company Culture

We are looking for builders, problem solvers, and people who can create and scale new ideas. We are a collaborative and autonomous environment with limited executive micromanagement.

We want leaders who are comfortable driving the agenda, working across teams, influencing without relying on authority, and bringing people along through change. We value customer obsession, ownership, innovation, continuous improvement, accountability, and thoughtful use of AI.

The Opportunity

We created this role as part of a major transformation of our customer operating model.

As our SVP, Customer Experience, you will own the end-to-end partner and merchant experience from onboarding through retention. This includes activation, implementation, service, support, customer success, expansion, and retention.

This is not a role where you will only create the customer journey strategy. You will build the journey, own the teams delivering it, and continuously improve how we work. You will sit between Product, GTM, and Operations and serve as the Voice of the Customer across the full customer journey.

We have completed the first phase of our transformation and are moving into the next phase. You will need to understand where we are today, build on the existing roadmap, and create new ways of working that do not exist today.

A major focus will be moving from a primarily human support model toward a combination of AI agents, automation, digital self-service, global delivery, and human expertise. You will help redesign workflows, change the team structure, update performance metrics, and build an operating model that can scale without costs increasing at the same rate as the business.

We need someone who is highly execution oriented. You need to be able to create the plan, get people aligned, make decisions, drive change, and stay involved through implementation.

Responsibilities

• Own our end-to-end partner and merchant experience across onboarding, implementation, activation, service, support, expansion, and retention.

• Lead and connect Customer Support, Technical Support, Onboarding, Implementations, Customer Success, Customer Experience, and Global Operations.

• Serve as the Voice of the Customer and bring customer insights back into Product and platform development.

• Build and execute the next phase of our customer operating model transformation.

• Lead our transition toward an AI and human-based customer organization.

• Identify opportunities to use AI agents, automation, digital self-service, and technology to improve customer workflows.

• Redesign workflows to reduce customer effort and improve time to value and time to activation.

• Improve customer retention, expansion, and overall customer value.

• Build scalable operating processes that support growth without proportional increases in cost.

• Improve the use of offshore, outsourced, and global delivery resources where appropriate.

• Establish and manage clear KPIs across customer experience, operations, growth, efficiency, and AI adoption.

• Own metrics such as CSAT, Customer Effort Score, First Contact Resolution, time to value, time to activation, automation rate, AI resolution rate, digital adoption, workflow cycle time, knowledge quality, escalation rate, and AI ROI.

• Partner closely with Product, Engineering, Sales, Finance, Risk, Technology, HR, and Process Excellence.

• Influence teams and senior leaders across the organization without relying only on direct authority.

• Build and develop strong leaders and teams.

• Lead organizational change while maintaining service levels for existing customers and partners.

• Challenge existing processes and create new solutions when the current playbook does not work.

• Balance customer experience, operational efficiency, AI adoption, global delivery, and business growth.

• Travel approximately 25% to 50% to our offices, partners, and customers.

Qualifications, skills, and experience

What’s Required:

• You have senior leadership experience in Customer Experience, Customer Success, Customer Operations, Service, Support, Product, Operations, or a closely related function.

• You have a strong background in both Product and Operations.

• You have experience working in a SaaS or high-growth company.

• You have experience in a business where payments or financial technology are integrated into the product or customer experience.

• You have experience owning or influencing end-to-end customer workflows and the customer journey.

• You have experience scaling teams and organizations.

• You have successfully led major transformation and organizational change.

• You are highly execution-oriented and can take a plan from idea through implementation.

• You have experience working cross-functionally with Product, GTM, Operations, Engineering, Sales, Finance, Risk, Technology, HR, and Process Excellence.

• You can influence senior stakeholders and mobilize teams without relying only on authority.

• You are comfortable working in an environment with ambiguity and limited existing playbooks.

• You have experience building new processes, workflows, or operating models.

• You understand customer experience, operational performance, and business outcomes.

• You can lead a workforce that combines employees, global resources, automation, and AI agents.

• You have strong communication and relationship-building skills.

• You have a builder mindset and take a hands-on approach to solving problems and driving change.

• You can think beyond what already exists and create new ways of working.

• You have experience with customer metrics, cost-to-serve, workforce planning, capacity planning, and KPI-based management.

• You are willing to travel 25% to 50%.

Nice to Have:

• You have ERP marketplace experience.

• You have experience with accounts receivable workflows.

• You have merchant acquiring experience.

• You have FinTech or payments experience.

• You have experience with a platform business serving software partners and merchants.

• You have experience with AI agents, generative AI, intelligent automation, self-service, digital engagement, or knowledge management.

• You have experience using AI within customer workflows and measuring the business impact.

• You have experience with customer portals, digital interfaces, or enterprise platforms.

• You have experience with offshore, outsourced, or BPO delivery models.

• You have experience in a private equity-backed, hypergrowth, or transformation-heavy company.

• You have experience improving customer workflows over time.

• You have experience with digital platforms that improve adoption, reduce customer effort, or improve time to value.

Miscellaneous:

• We are unable to sponsor a Visa.

• This role requires 25% to 50% travel.

• Our organization is expected to evolve as AI agents take over portions of the customer workflow.