Senior Vice President of Customer Experience

About the Role

As the Senior Vice President of Customer Experience, your primary mission is to define and execute a comprehensive global customer strategy aligned with Talkdesk’s business objectives, driving Net Revenue Retention (NRR), exceptional customer ROI, adoption, and sustainable enterprise growth. You will manage, lead, and scale a global, multi-departmental organization encompassing Global Professional Services, Customer Care (Customer Support), Customer Experience Management (Customer Success), and Customer Enablement. Reporting directly to the Chief Product, Technology & Customer Officer, you will act as a pivotal executive leader—bridging high-level technical architecture and product innovation with on-the-ground customer execution.

Responsibilities

• Global Delivery & AI Transformation
  • Lead the strategy and execution of Talkdesk’s global delivery model across CCaaS and AI/agentic solutions, including Agentic Delivery and Forward Deployed teams, establishing scalable, repeatable deployment methodologies and a consistent customer experience.
  • Drive innovation and customer ROI by evolving delivery capabilities as AI and agentic solutions scale, building technical and Forward Deployed capabilities to deliver complex AI solutions and accelerate time-to-value.
  • Optimize the delivery operating structure to meet the evolving needs of the product portfolio and customers, coordinating Professional Services, technical, and cross-functional resources.
  • Partner with Product and Engineering leaders to translate real-world deployment insights, customer edge cases, and field feedback into actionable product roadmap priorities.
• Strategic Leadership & Global Impact
  • Formulate and implement strategies to elevate the post-sales customer experience across Professional Services, Customer Care, Customer Experience, and Customer Enablement, driving adoption, retention, expansion, and NRR.
  • Own the overall success of the Customer Experience function, applying broad business acumen to make strategic, enterprise-wide decisions that drive long-term growth and profitability.
  • Develop, manage, and optimize global multi-million dollar budgets across all CX disciplines, balancing revenue targets, gross margins, and operational efficiencies while delivering financial reporting to senior leadership.
• Cross-Functional Orchestration & Executive Interaction
  • Serve as a hands-on executive leader with a visible presence among strategic accounts and C-level stakeholders, fostering trust and understanding customer needs firsthand.
  • Collaborate with Sales, Revenue, Product, and Marketing leaders to align pre-sales expectations, execute smooth customer handoffs, and identify expansion pathways.
• Team Development & Organizational Capability
  • Drive talent strategy by recruiting, developing, and retaining world-class leaders and practitioners across the CX organization.
  • Provide strategic direction, mentorship, and executive succession planning while fostering an inclusive, transparent culture centered on accountability and AI fluency.

Requirements

• Experience: 15+ years of progressive leadership in Customer Experience and/or Professional Services within global SaaS or cloud enterprise environments, including 5+ years in a senior executive role (VP or SVP).
• Technical Leadership: Strong technical foundation with demonstrated ability to lead highly technical customer delivery organizations, engage with Product and Engineering teams, and navigate enterprise architecture, integrations, AI/agentic solutions, and complex deployments.
• Education: Master's degree or MBA highly preferred; Bachelor's degree required.
• Executive Presence: Exceptional communication, persuasion, and C-suite negotiation skills, with the ability to translate complex technical and operational concepts into clear business value.
• Global Delivery Leadership: Proven success leading large-scale enterprise implementations and evolving global delivery models across multiple products, technologies, and customer segments, including technical and Forward Deployed delivery motions.
• Strategic Knowledge & AI Expertise: Deep understanding of enterprise AI delivery (Generative AI, LLMs, agentic frameworks), contact center operations (CCaaS/UCaaS), enterprise software implementations, and customer retention strategies.
• Complex Problem-Solving: Strong analytical and executive decision-making skills with a track record of implementing innovative solutions to operational or deployment bottlenecks.
• Leadership Scope: Proven ability to build, manage, and inspire large, distributed, multi-tiered global organizations (200+ headcount).

Benefits

• Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
• Retirement Benefits: 401(k) plan.
• Paid Time Off: Uncapped paid time off for exempt employees; accrual-based program for non-exempt employees (subject to manager approval).
• Paid Holidays: 14 paid holidays per year.
• Paid Sick Leave: Uncapped for exempt employees; accrual-based for non-exempt employees (subject to manager approval).

Pay

Pay Range (OTE): $265,000 - $400,000.

Other Types of Pay: Eligibility for long-term incentives in the form of equity and short-term incentives (bonus or commission) based on role and level.