VP of Transformation and Strategy

Job Description:

Our Customer Experience (CX) team is searching for a Vice President of Strategy & Transformation to drive our vision and scale our operations. In this role, you'll be the engine behind our CX strategy, responsible for shaping and executing major initiatives that deliver exceptional experiences for our customers. You'll work closely with the Chief Customer Officer to build frameworks, lead transformation programs, and ensure our global teams are aligned and empowered to succeed.

Who You Are

• You're a visionary leader with a knack for execution.
• You can see the big picture and translate complex strategies into clear, actionable plans.
• You thrive on solving tough problems, simplifying ambiguity, and building consensus across diverse teams.
• You're an exceptional communicator and storyteller, you're comfortable influencing senior leaders and inspiring front-line teams to embrace change.
• You're a catalyst for innovation and continuous improvement, and you're passionate about creating a culture where accountability and collaboration flourish.

• CX Strategy & Alignment: You'll partner with the Chief Customer Officer to define and execute the global CX strategy, developing the frameworks, operating models, and KPIs needed to measure success.
• Transformation Leadership: You'll lead large-scale, enterprise-wide transformation initiatives, from building change management programs to ensuring they are adopted by our global teams.
• Execution & Enablement: You'll turn strategic priorities into tangible outcomes, designing and rolling out new processes and playbooks that enable our teams to deliver value.
• Culture & Change Management: You'll foster a culture of ownership and collaboration, making sure our teams are engaged and empowered throughout the transformation journey.
• Executive Storytelling: You'll act as a trusted advisor, communicating progress, risks, and successes to senior leadership and representing our CX transformation with key stakeholders.

• 12+ years of experience in Customer Experience, Customer Success, Strategy, or a similar transformation-focused role.
• A proven track record of leading large-scale transformation or strategy programs within a global organization.
• The ability to connect vision to execution, building scalable frameworks that drive measurable results.
• Strong experience influencing senior executives and driving cross-functional alignment.
• Exceptional communication and storytelling skills with a strong executive presence.
• A high degree of comfort and effectiveness in navigating ambiguity and creating clarity in fast-moving environments.

• This is a remote role; however, applicants located within 45 miles of our Westlake/Dallas, TX office should expect to work on-site Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This approach enables more effective collaboration, quicker decision-making, and a stronger culture, while still providing flexibility.
• Travel: Travel expectations differ by role. Some quota-bearing sales positions involve limited travel, while others may involve travel of up to 40%, depending on business needs.

• We're a blended workplace, where team members work remotely or in a hybrid setup depending on their role and location
• We're mission driven and guided by our culture pillars
• We have a strong commitment to diversity and belonging
• We cultivate a culture of trust, autonomy, and collaboration
• We're lifelong learners and champion team member growth and advancement
• We've got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.