Vice President of Customer Experience

Role Overview

Air Energy, Inc. is hiring a Vice President of Customer Experience to shape and lead the organization’s customer experience vision, customer value strategy, and service excellence agenda. This senior leadership role owns the end-to-end customer journey, improves service delivery, and strengthens customer satisfaction by bringing together customer service, customer success, operations, and product feedback into one coordinated model. The goal is to increase loyalty, support brand strength, and create durable business value.

Customer Experience Strategy and Framework

You will define the company’s broader CX roadmap, build a consistent experience management framework, and set service standards that can scale across the business. A major part of the role is embedding customer-first thinking into the organization and ensuring CX priorities remain aligned with overall corporate objectives.

Lifecycle Ownership and Customer Value

The position covers the full customer journey, from acquisition and onboarding through usage, renewal, and growth. You will refine key touchpoints, improve satisfaction and loyalty indicators, and work to lift retention and lifetime value.

Service, Success, and Issue Management

You will direct customer service, support, and success functions, create structured escalation and response processes, and ensure customer issues are closed out effectively. The role also focuses on using customer feedback to drive continuous improvement, renewals, and expansion opportunities.

Insights, Collaboration, and Optimization

This leader will establish voice-of-customer systems, study customer behavior and churn drivers, and turn insights into practical improvements. Close partnership with product, sales, operations, marketing, and technical teams is essential to translate feedback into better products, services, and more consistent experiences. The role also includes process standardization, service automation, digital experience improvement, CRM and support platform optimization, and overall service cost and efficiency enhancement.

Leadership and Performance Management

You will build and guide customer experience and customer success teams, strengthen the talent pipeline, and develop a culture focused on customer value and execution quality. The role also requires setting KPI frameworks, monitoring performance, managing complaints and reputation risks, and ensuring customer service activities follow company policies and compliance requirements.

Qualifications

A bachelor’s degree or higher in Business Administration, Marketing, Service Management, or a related discipline is required. An MBA or customer experience-related certification is preferred. The ideal candidate brings 20 years of experience in customer service, customer success, or operations management, including at least 15 years in senior CX leadership. Experience in customer lifecycle management, experience optimization, and customer operations in large enterprises or high-growth businesses is also expected.

Preferred Background

Strong experience in SaaS, internet, or service-led companies is preferred, along with familiarity with metrics such as NPS, CSAT, CES, and LTV. Experience building CRM systems, customer success platforms, or digital service ecosystems, as well as managing global or multi-region customer operations, will be an advantage.

Additional Information

This is a full-time onsite role based in the United States.