Vice President, Customer Solutions

Company Overview

Misfits Technology Company is a technology business based in Los Angeles that delivers practical technology services, client support, operational assistance, and product implementation solutions for organizations across multiple industries. The company focuses on dependable delivery, effective problem-solving, customer satisfaction, and building durable client partnerships that support business growth.

Role Summary

The Vice President of Customer Solutions will lead the company’s customer solutions organization, overseeing client discovery, solution design, implementation coordination, service delivery, customer success, and issue management. This senior leadership role requires close collaboration with executive leadership and teams across sales, product, engineering, operations, finance, technical support, and customer service to ensure client expectations are met with consistency and quality.

Key Responsibilities

This role is responsible for shaping the customer solutions strategy, directing the end-to-end delivery of client-facing work, managing major relationships, improving service quality, and guiding team performance. The position also involves aligning internal departments, resolving delivery challenges, monitoring performance, and ensuring that customer-facing work supports company goals and long-term growth.

Strategy and Planning

• Define and execute the company’s customer solutions approach.
• Create service standards, response workflows, reporting practices, and delivery processes.
• Lead planning for technology services, business services, operational support, and implementation initiatives.
• Develop annual and quarterly plans aligned with business priorities and client service needs.
• Make sure scope, timelines, responsibilities, and deliverables are clearly documented and managed.

Solution Delivery and Implementation

• Manage the full lifecycle of customer solutions, from assessment and design through implementation, support, and post-delivery review.
• Coordinate timelines, milestones, resources, deliverables, and communication with clients.
• Ensure projects are delivered on schedule, within approved scope, and to required quality levels.
• Work with internal teams to remove blockers and improve execution.
• Track delivery progress and provide regular updates to leadership and stakeholders.

Customer Relationship Management

• Act as a senior point of contact for strategic clients, major accounts, and key partners.
• Understand customer goals, service expectations, and business challenges.
• Support communication around implementation status, solution scope, service issues, and outcomes.
• Set realistic expectations and maintain professional communication throughout the customer journey.
• Build strong long-term relationships with clients, vendors, partners, and internal stakeholders.

Cross-Functional Coordination

• Serve as the primary coordination lead between sales, product, engineering, operations, finance, technical support, and customer service.
• Keep departments aligned on requirements, ownership, timelines, and deliverables.
• Help internal teams execute in line with customer expectations and business objectives.
• Coordinate with outside vendors, consultants, service providers, and partners when needed.
• Strengthen collaboration, accountability, and consistency across client-facing teams.

Service Quality and Issue Resolution

• Set and monitor service quality benchmarks for customer solutions.
• Identify risks tied to timelines, service quality, technical needs, resources, and customer expectations.
• Build escalation paths and corrective action plans to address issues quickly.
• Work with product and engineering teams to relay client feedback and improve offerings.
• Ensure all customer-facing work is timely, accurate, professional, and policy-compliant.

Budget, Resource, and Performance Management

• Oversee budgets, staffing plans, resource allocation, and operational performance for the department.
• Partner with finance and operations to review service costs and efficiency opportunities.
• Deploy internal and external resources effectively to support client delivery.
• Review performance data and recommend process improvements.
• Use department resources responsibly and in line with company priorities.

Team Leadership and Department Management

• Lead the customer solutions, client services, customer success, implementation, and support functions.
• Handle team structure, hiring, workload allocation, training, performance management, and day-to-day operations.
• Set clear roles, accountability standards, and service expectations.
• Foster a customer-first culture built on professionalism, responsiveness, communication, quality, and results.
• Report on customer satisfaction, service delivery, team performance, risks, and operational outcomes to senior leadership.

Qualifications

Applicants should have a bachelor’s degree or higher in Business Administration, Information Technology, Operations Management, Communications, Engineering, Project Management, or a closely related discipline. The role calls for more than 20 years of experience in customer solutions, client services, customer success, account management, operations, technology implementation, or business consulting, including at least 10 years in a senior leadership position. Experience in technology companies, software platforms, digital services, enterprise solutions, operational services, or other client-facing environments is preferred. Strong capability in solution planning, implementation oversight, service delivery, issue resolution, and customer success is essential.

Core Competencies

The ideal candidate will demonstrate leadership in customer solutions strategy, relationship management, implementation oversight, service quality, escalation handling, cross-functional coordination, financial and resource management, team leadership, strategic thinking, and business execution. Excellent English communication skills, both written and verbal, are required. Bilingual English and Chinese ability is preferred.

Objectives and Performance Focus

The purpose of this role is to enhance the company’s customer solutions capability, raise client satisfaction, ensure successful delivery of solutions, and support long-term business growth. Performance will be evaluated based on client satisfaction and retention, timely implementation completion, delivery quality, issue resolution effectiveness, process improvement, relationship strength, collaboration across teams, department productivity, and contribution to revenue, reputation, and business goals.

Reporting Structure

This position reports to the Chief Executive Officer, Chief Operating Officer, or Chief Revenue Officer and works closely with sales, product, engineering, operations, technical support, finance, customer service, and senior management.

Position Summary

The Vice President of Customer Solutions is a senior leadership role focused on customer solutions strategy, client service delivery, implementation management, customer success, issue resolution, and relationship management. The right candidate will bring deep experience in customer-facing operations or technology implementation, with the ability to guide teams, manage complex client needs, coordinate internal resources, and support growth in Los Angeles and broader technology markets.

Additional Information

Location: Los Angeles, California, United States. Department: Customer Solutions / Client Services / Operations. Reporting line may be to the CEO, COO, or CRO depending on organizational structure.