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Role overviewThe Vice President of Customer Experience is responsible for the end-to-end experience of Lula’s customers after the sale, with a primary focus on transforming our call center and service operations into a differentiated competitive advantage. This leader will own support and service operations, define the CX strategy, and ensure that every interaction with Lula is efficient, consistent, and outstanding.Key responsibilitiesCustomer experience strategy and leadership- Define the CX vision and strategy across all touchpoints (phone, email, chat, in-app, field service)- Translate company goals into a clear CX roadmap (SLAs, CSAT, NPS, retention, efficiency)- Partner with senior leadership to make Lula a customer-centric, service-led organizationCall center and service operations ownership- Lead call center and maintenance coordination teams: structure, staffing, scheduling, performance, leadership development- Implement best-in-class practices: WFM, QA, training, knowledge, playbooks, escalation- Improve core metrics (answer time, abandonment, FCR, AHT, backlog) while protecting CSATCX metrics, analytics, and continuous improvement- Build and own measurement framework (CSAT, NPS, CES, contact rate, churn/retention, operational KPIs)- Turn insights into prioritized improvement initiatives across processes, policy, product, and comms- Establish a continuous improvement cadenceCross-functional collaboration- Partner with Product/Engineering to reduce failure demand and improve product experience- Align Operations, Finance, and Vendor Management on service delivery- Collaborate with Sales, Marketing, and Account Management to ensure promises made are deliveredTeam building and leadership- Build and mentor leaders across operations, QA, training, analytics, and insights- Create a culture of accountability, coaching, and continuous improvementExperience and qualifications- 8+ years in CX/service/operations, 5+ years leading large contact center teams (20+ FTE) in tech-enabled services, SaaS, or BPO- Proven track record transforming operations; Dialpad experience a plus- Property management/home services/field service background strongly preferred- Demonstrated success using CX metrics and dashboards to drive decisions- Strong cross-functional leadership; operator mindsetSkills and attributes- Deep contact center expertise; excellent analytical skills; strong people leadership and coaching; clear communication; bias for action