Job Description

PriceSpider is revolutionizing retail data technology by capturing actionable insights that improve the customer experience. Combining decades of data on consumer shopping behaviors with its proprietary data collection platform, PriceSpider arms brands with intelligence from thousands of ecommerce sites and marketplaces to help them drive sales conversions and protect brand integrity at every possible digital touch point. PriceSpider helps the world's biggest brands enrich the consumer journey and build long-lasting relationships with their shoppers, resulting in more revenue and higher profit margins

The VP of Customer Experience leads all customer experience teams globally.  These teams include customer training, support, and professional services.  They would be dedicated to building and maintaining best in class service and support for all touch points that pertain to how our customers interact with PriceSpider products and services.  They would excel in developing processes, KPIs, and procedures that are repeatable and provide insight to our customer base from inception to renewal.  They would be hyper focused on providing data to ensure PriceSpider leadership has the right amount of visibility and insight.

They would be responsible for developing a strong leadership layer, working closely with customer success and the solutions teams that would be focused on their respective departments, to provide our customers throughout the journey a delightful experience, constantly challenging the status quo and developing frameworks and playbooks to consistently adapt to a fast-changing environment. They would be critical in providing insight in how customers perceive PriceSpider's product and services.   

They would be in tune with industry best practices in project management, implementation, customer support, always looking for ways to enhance each phase of the customer journey.  

ESSENTIAL FUNCTION & RESPONSIBILITIES

• Serving as the executive leader over customer support, implementation, project management, and professional services. 

• Managing directors and managers of individual groups, providing performance coaching and career development 

• Driving the overall strategy of the customer experience team 

• Setting CX KPIs and goals 

• Partnering closely with VPs of Product, Operations, and Customer Success to drive process and product changes that will improve the customer experience 

• Working closely with CFO to optimize department budget and headcount 

• Building and developing a customer training function inside the team, promoting current instructional design and best practices 

• Integrating existing implementation, project management, and support disciplines globally 

• Reviewing existing processes and tools on a consistent basis and changing when opportunities present themselves to enhance the customer experience at a departmental level 

• Analyzing opportunities for improving efficiencies that promote team effectiveness  

• Developing consistent training for hires to ramp up to PriceSpider levels of excellence 

• Revising policy and procedures globally as needed to evolve and enhance our data quality 

• Informing the team of all new information related to PriceSpider products, procedures, and trends 

• Assessing data anomalies that contribute to bottlenecks in productivity 

• Partnering with the training team to update and maintain internal procedures and training 

• Instilling a culture of continuous improvement across all global teams

MINIMUM QUALIFICATIONS:  

• 10+ years of leadership experience in team of 50+ with at least 2 prior Director or VP level positions of professional services, support or customer success 

• Earned a Bachelor's degree from an accredited, 4-year college or university 

• Strong strategic vision for customer experience, professional services, and customer support, combined with a Product and Sales mindset 

• Solid understanding of support and services technology solutions and ecosystems (CRM, Ticketing, Chat, Project Management) 

• Understands and manages to all major customer operations metrics (support metrics, SLAs, time-to-value, project milestones) 

• Consistently met or exceeded department goals including meeting customer SLAs 

• Has managed a department budget, and understands how to plan for headcount, technology and expenses 

• Proven ability to control the costs of a large team through budget and prioritization 

• Experienced in the full range of management tasks including recruiting, training, coaching, career development and performance management 

• Has a proven methodology for leading and developing managers/team leads 

• Can effectively make recommendations to senior leadership about team resources and initiatives 

• Understands how to build relationships with peer executives to effectively drive improvement and change 

• Can comfortably handle escalations and difficult conversations with executives inside a client organization 

• Demonstrates high emotional IQ 

• Proactively addresses issues with team members and other leaders before they escalate 

• Able to effectively lead remote teams, driving efficiency and productivity 

• Aligned with PriceSpider's values: collaborative, grit, curious, empowered

PREFERRED QUALIFICATIONS:

• Has worked directly with product and engineering teams to help prioritize tickets and influence product strategy 

• Has prior experience managing teams within growth-stage technology startups  

• Prior experience working at the executive level with enterprise customers and brands 

• Experience managing global support and services teams in EMEA and APAC 

• Received formal training in management and leadership 

• Has led significant change management efforts through a diverse team of managers 

• Has led and managed an internal process documentation strategy 

• Strong analytics skills, able to review data and use it to better understand and tackle customer and team challenges 

• Stays up to date on industry best practices by seeking out training, online resources and attending meetups 

• Respectful and professional, even through disagreements, and willing to align after decisions are made 

• Fast-paced, roll up your sleeves attitude and work ethic

LOCATION:

This position is based in Irvine, CA.

PriceSpider is an equal opportunity employer that is committed to inclusion and diversity.