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The 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 CX strategy, and ensure every interaction with Lula is efficient, consistent, and outstanding.Key Responsibilities:Customer Experience Strategy & Leadership:- Define CX vision and strategy across phone, email, chat, in-app, and field service- Translate company goals into a CX roadmap with targets (SLAs, CSAT, NPS, retention, efficiency)- Partner with senior leadership to make Lula customer-centric and service-ledCall Center & Service Operations Ownership:- Lead call center and maintenance coordination teams (structure, staffing, scheduling, performance, leadership development)- Implement best practices: WFM, QA, training, knowledge management, scripts/playbooks, escalation- Improve operational metrics (answer time, abandonment, FCR, handle time, backlog) while protecting satisfactionCX Metrics & Continuous Improvement:- Build and own CX measurement framework (CSAT, NPS, CES, contact rate, churn/retention, operational KPIs)- Turn insights into prioritized improvements across process, policy, product, and communications- Establish recurring operational/CX reviews driving measurable changeCross-Functional Collaboration:- Work with Product/Engineering to reduce failure demand and improve product experience- Partner with Operations/Finance/Vendor Management for aligned service delivery- Collaborate with Sales/Marketing/Account Management to ensure aligned expectations and deliveryTeam Building & Leadership:- Build a leadership bench across ops, QA, training, CX analytics, and insights- Create a culture of accountability, coaching, and continuous improvementExperience & Qualifications:- 8+ years in CX/service/support/operations; 5+ years leading large contact centers (20+ FTE) in tech-enabled services, SaaS, or BPO- Proven call center transformation experience; Dialpad experience a plus- Property management/home services/field service experience strongly preferred- Metrics-driven leadership with strong cross-functional influenceSkills & Attributes: Deep contact center expertise, analytical strength, people leadership and coaching, clear communication, bias for action in entrepreneurial environments